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March Question of the Month - Favorite Roadmap Feature

  • 1.  March Question of the Month - Favorite Roadmap Feature

    Posted 2 days ago

    One of my favorite things about being part of this community is the excitement around what's next for Genesys. And now, the Ideas Lab has released the 2026 Roadmap!

    There's so much innovation on the horizon - so tell me: 

    👉 What feature has you the most excited?
    👉 What impact do you think it'll have?

    Check out the roadmap here, share your perspective, and you'll snag a brand-new QOTM community badge for March!


    #QOTM

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    Nicole Milliken
    Senior Online Community Video Specialist
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  • 2.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 2 days ago

    One of the things I love about the 2026 roadmap is how it continues to push AI and optimization forward in very practical ways.

    Some of the ideas that really stood out to me:

    • Enable Segment-Based Scoring in AI Scoring – Scoring only the correct agent/portion is a huge step toward fairness and accuracy in automated QA. This can significantly improve trust in AI Scoring programs.

    • Support up to 5 Answers in an AI Scoring Question – More flexibility in evaluation design means more realistic and operationally aligned scorecards.

    • Predictive Routing – Business Outcome Optimization (Wrap-up Codes) – This one is powerful. Connecting routing decisions directly to business outcomes tracked by wrap-ups takes optimization to another level. That's real impact.

    • Optimize Journey Management Panels and Enable Copilot – Bringing Copilot deeper into journey context is a big move toward unified AI-assisted operations.

    But if I'm being honest…

    The feature I'm most excited about?

    👉 Dark Mode for Architect.

    As developers who spend hours building flows, debugging logic, and living inside Architect… we sincerely thank you 😄

    Sometimes innovation is about advanced AI.
    Sometimes it's about saving our eyes.

    Can't wait to see these ideas come to life.



    ------------------------------
    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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    Original Message


  • 3.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 2 days ago

    It's one of the more basic things, but DARK MODE is appreciated and highly anticipated!



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    John Butine
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    Original Message


  • 4.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 2 days ago

    Gotta agree with the guys above, Dark Mode for sure will be amazing.

    And as Mateus said above:

    Sometimes innovation is about advanced AI.
    Sometimes it's about saving our eyes.

    hahaha

    ------

    But just to add a few more, I really want to eventually have those Conversation Attributes working fully (Having a interface for it, and having the Analytic Views making use of it, etc.), so I would add:

    • Conversation Attributes - Schema Management Interface

    And also, having more options to easily run flows are never a bad thing:

    • Scheduled triggers: Admins can execute triggers on a set schedule to automate routine tasks within GC


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    Marcello Jabur
    ------------------------------

    Original Message


  • 5.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 2 days ago

    One feature I'd love to see is timer-based / scheduled triggers for Workflows.

    Currently, most triggers are interaction-driven. It would be extremely valuable to allow workflows to execute based on a scheduled timer - for example:

    • Every hour

    • At a specific time each day

    • During predefined windows (e.g., lunch periods)

    Use cases:

    • Reset all queue memberships at midnight to ensure a clean operational baseline each day.

    • Automatically activate additional agents during known peak times (e.g., lunch hours).

    • Adjust routing dynamically at specific times without manual intervention.

    Today, this typically requires external scripts or API-based automation. Native scheduled triggers would reduce architectural complexity and enable more operational automation directly within Genesys Cloud.



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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
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    Original Message


  • 6.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 2 days ago

    Very simple: Dark mode.



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    Luiz Rosa
    Full stack developer
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    Original Message


  • 7.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted yesterday

    Hi Nicole, Everyone,

    Genesys've been bringing changes regularly & is in-pace with the AI innovation on fast-track.
    Having said that - 
    👉 Dark Mode & Modernised UI for Architect: As the idea suggested, reduced eye strain and improved readability in low-light environments is a must.
    Also, if we have an option to pop-out the flow screen or expand it to full-screen view, that'd be of great help.

    thanks



    ------------------------------
    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
    ------------------------------

    Original Message


  • 8.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 19 hours ago

    A grande esperança é o modo dark para o architect. Que vai ser um grande diferencial, apesar de ser algo simples.



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    Andre Costa
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    Original Message


  • 9.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 18 hours ago

    The feature that has me the most excited is Dark mode in Genesys Architect. It makes the screen easier to look at when building flows for a long time.

    It will help by reducing eye strain and making it easier to focus, so people can work more comfortably and for longer periods.



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    Anand
    NA
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    Original Message


  • 10.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 17 hours ago

    I'm with the majority that Dark Mode is exciting! 
    As someone who is involved with the frontline staff there are a lot of other updates I look forward to. Callback Metrics update, canned replies with attachments, and external exporting of forecasting data!



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    Stacey Sanchez
    PACU- Workforce Operations MGR
    Winston-Salem, NC
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    Original Message


  • 11.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 16 hours ago

    One that i'm really looking forward to, is the ability to live monitor agents screens during interactions! We have so many of our managers asking for it, it will be awesome to have it delivered.

    I would also like to throw a very very honarable mention to dark mode in architect. As @Mateus Nunes said, save the eyes.



    ------------------------------
    Izeck McRae
    Product Manager 2
    The Church of Jesus Christ of Latter-day Saints
    ------------------------------

    Original Message


  • 12.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 14 hours ago

    One of the things I appreciate most about being part of this community is how transparent and forward-thinking the vision for Genesys continues to be. The 2026 Roadmap shared through the Ideas Lab truly reflects that commitment to innovation.

    My choices:

    Dark Mode and a Modernized UI for Architect
    This is more impactful than it might seem at first glance. Architect is a core tool that many of us use daily, often for long periods of time. A modernized interface combined with Dark Mode will significantly improve usability and reduce visual fatigue. 

    Architect Native Actions for Conversation Attributes
    This is the feature I'm most excited about from a technical and architectural perspective. Native support for conversation attributes within Architect opens the door to more streamlined flow designs, less dependency on workarounds, and cleaner logic overall. 

    I believe this improvement will greatly facilitate the time spent analyzing interactions.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 13.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 13 hours ago

    Some of the things I am looking forward to are:

    • Canned responses with file attachments - Simple but powerful for agent efficiency
    • Digital channel parking – parking these types of interactions will be a game changer for lots of users.
    • Dark Mode & modernized UI - Quality-of-life improvements matter! Reducing eye strain is a massive win!
    • Predictive Routing with Business Outcome Optimization. Tying routing directly to wrap-up code outcomes, that's moving from smart routing to strategic routing that drives real business results.

    Most exiting feature though will be…….

    Agentic Virtual Agents - We're talking AI that can reason through complex tasks, adapt on the fly and act autonomously - all managed through AI Studio. This isn't just smarter bots; it's the shift from automation to true AI augmentation..



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    Josh Coyle
    Senior Professional Services Consultant
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    Original Message


  • 14.  RE: March Question of the Month - Favorite Roadmap Feature

    Posted 3 hours ago

    Just a couple that I've found interesting

    • Dark Mode and a modernised UI for Architect  - Self explanatory.
    • Improve Multi Org management for Admins & Supervisors - For those who need to switch between multiple orgs from time to time, this feature should hopefully improve that experience.
    • Enhanced Internationalization of Dates and Times for WFM Admin modules - The day I can look at Schedules in DD/MM/YYYY I'll be celebrating :D
    • Dynamic Search and Content Exploration -  More enhancements to Sentiment/Topic analysis for users.  Would be nice to see a native Genesys offering where Supervisors can have dashboards with word clouds and the like.



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    Robert Niblock
    Contact Centre Technology Analyst
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    Original Message


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