Genesys Cloud – May 25, 2026
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Support for ACD skill expression filters
Routing
Customer engagement
Administrators can now use ACD Skill Expression filters to define agent selection criteria for individual interactions using logical expressions that combine ACD skills, language skills, and proficiency levels. These expressions are evaluated at assignment time to dynamically filter eligible agents within a queue. Administrators can configure and update expressions in Architect flows or through public APIs, including while an interaction is waiting in queue. This feature supports both standard routing and predictive routing (GPR) methods. ACD Skill Expression filters apply at the interaction level and do not change existing queue configurations. This capability reduces the need for multiple queues and enables more precise and flexible routing.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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Access to email header fields
E-mail
Customer engagement
Genesys Cloud now exposes standard and custom email header fields on emails. This enhancement enables developers, administrators, and flow designers to reference email header data in the API, Architect, and Scripter, supporting more precise routing, correlation, and compliance workflows. By surfacing these fields, Genesys Cloud improves interoperability and traceability for email processing across integrated systems.
Additional details:
One of the following licenses
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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Expanded free-text response limit for web and voice surveys
Surveys
Customer engagement
Administrators can now capture longer free-text responses in web and voice surveys, with the supported character limit increased from 500 to 4000 characters. This update allows participants to provide more detailed feedback and prevents responses from being truncated.
Additional details:
One of the following licenses
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
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Message flows for public and private social messages
Social Listening
Customer engagement
Administrators can now configure separate Architect message flows for incoming public and private social messages. This allows different handling based on message visibility, such as using one flow for public interactions and another for private conversations. If visibility information is unavailable, Genesys Cloud defaults the interaction to a neutral state.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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Email alerts now include queue and agent names
Analytics and Reporting
Data, analytics, and reporting
Email alert notifications now include the queue name and agent name, in addition to their IDs. This enhancement helps users identify the context of an alert without needing to log in to Genesys Cloud. Depending on the type of alert, notifications include either the queue name or the agent name.
Additional details:
One of the following licenses
- All licenses include this feature.
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Control download access for voicemail recordings
Unified Communication & Collaboration
Employee productivity
Administrators can now control download access for voicemail recordings by assigning a dedicated download permission. This update allows only authorized users to download non-ACD voicemail recordings. Users without this permission can no longer download voicemail recordings. This change helps improve data security and supports compliance by restricting access to sensitive recording data.
Additional details:
One of the following licenses
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Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Third-Party Desktop (Embeddable Framework)
Employee productivity
Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow.
Additional details:
One of the following licenses
- All licenses include this feature.
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Agent Copilot and Scripter support for CX Cloud messaging and email
CRM Integrations
Open platform
Genesys Cloud agents can now use Agent Copilot and Scripter in CX Cloud for messaging interactions that use BYOC for CCaaS and for email interactions. This update provides access to real-time assistance and scripting capabilities within the agent experience using the interaction context.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
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ServiceNow Unified Experience transfer tooltips show agent availability
CRM Integrations
Open Platform
Agents can now see both presence state and real-time availability for other agents during transfers in ServiceNow Unified Experience. Genesys Cloud indicates whether the target agent currently has an active call directly in the transfer search results. This update helps agents make more informed transfer decisions while keeping the availability display consistent with the Genesys Cloud Web Directory and leaving existing transfer behavior unchanged.
Additional details:
One of the following licenses
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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Multiple concurrent Genesys applications per user
Voice
Open platform
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active. This feature requires Edge version 38870 or greater.
Additional details:
One of the following licenses
- Collaborate
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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Connection management for knowledge fabric
Knowledge Fabric
Self Service and Automation
Administrators can now manage knowledge fabric connections from a centralized experience on the Sources page. They can view existing connections and their expiration status, reauthorize expiring connections, and delete unused connections. Genesys Cloud displays a warning when a connection is still used by one or more sources and explains the impact of deletion. Administrators also receive notifications when connections are nearing expiration, including when entering the Knowledge Workbench.
Additional details:
One of the following licenses
- Genesys Cloud1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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User Home workspace in Genesys Cloud Home
Gamification & Performance Management
Workforce Engagement
Genesys Cloud User Home is a new workspace that provides a centralized, customizable view of key information and tasks. User Home displays widgets based on user roles and permissions, helping users quickly access relevant data and take action from a single location. Users can access User Home from the main navigation menu to streamline workflows and reduce the need to navigate across multiple pages.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud EX
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Agent Activity widgets available in Home
Home & Anomaly Detection
Workforce Engagement
Agents and supervisors can now access Agent Activity features directly in Home instead of the Agent Activity page. This update brings performance, schedule, and team activity widgets into a centralized, customizable workspace with personalized pages such as My Schedule and My Scorecard. It simplifies navigation and provides quicker access to key data for managing availability and performance.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud EX
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Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
Interaction & Screen Recording
Workforce Engagement
Administrators can now export recordings to Amazon S3 buckets in other AWS Commercial Regions, even when those regions do not have a Genesys-managed AWS account. This update expands support for cross-region recording exports using customer-managed S3 buckets. AWS Commercial Regions (standard aws partition) do not include AWS GovCloud (aws-us-gov partition), AWS China (aws-cn partition), and AWS EU Sovereign Cloud (aws-eusc partition).
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Quality Management
Workforce engagement
Administrators can now configure automated evaluation questions to focus on either the evaluated agent or the full interaction, and can target specific agents in rules for automated scoring. This enhancement helps improve the accuracy and fairness of automated evaluations, including AI Scoring and Evaluation Assistance, especially in multi-agent or IVR-heavy interactions by ensuring that only relevant transcript segments are considered for each agent. These new options are available in the evaluation form and rule configuration settings.
Additional details:
One of the following licenses
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
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Deprecation: Token Implicit Grant for OAuth clients
Identity & Access Management
Deprecations
Genesys Cloud has deprecated the Token Implicit Grant (Browser) option for OAuth clients. This change affects customers currently using the Implicit Grant flow, including for Embeddable Framework applications. The Implicit Grant option will no longer be available when creating new OAuth clients. Existing OAuth clients that rely on this flow will continue to function during a one-year transition period. During this time, customers should migrate to the more secure Authorization Code grant type with PKCE (Proof Key for Code Exchange), which is already supported in Genesys Cloud and aligns with OAuth 2.0 security best practices. Administrators are encouraged to complete their migration before the end of the transition period to ensure uninterrupted access.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs
Speech & Text Analytics
Deprecations
To reduce potential security risks associated with embedded external content, Genesys Cloud now restricts URLs in the Web Content URL widget within Analytics dashboards from accessing browser cookies, local storage, and JavaScript APIs. This change applies to URLs originating from the same origin or host that rely on JavaScript-based interactions. URLs that depend on these capabilities are now restricted and may no longer load or function as expected within the widget.
Additional details:
Read more
Note:
- Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
#SupervisorCopilot(AIInsights)#QualityEvaluations#ScheduleManagement#SpeechandTextAnalytics------------------------------
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