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

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

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
------------------------------

I see that Dark Mode vote :-)

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-02-2026 11:46
From: Mateus Nunes
Subject: March Question of the Month - Favorite Roadmap Feature

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
------------------------------

my favorite is enable Segment-Based Scoring in AI Scoring – Evaluating only the relevant agent or interaction segment represents a major leap in fairness and accuracy for automated QA, substantially strengthening confidence in AI‑driven scoring programs.

------------------------------
Carlos Gutierrez
Solution Consultant
------------------------------

Original Message:
Sent: 03-02-2026 11:46
From: Mateus Nunes
Subject: March Question of the Month - Favorite Roadmap Feature

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
------------------------------

Dark mode 😬

------------------------------
Felipe Costa de Araujo
------------------------------

Original Message:
Sent: 03-02-2026 11:46
From: Mateus Nunes
Subject: March Question of the Month - Favorite Roadmap Feature

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
------------------------------

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

------------------------------
John Butine
------------------------------

I'm betting Dark Mode gets the most votes by the end of the month :-)

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-02-2026 14:25
From: John Butine
Subject: March Question of the Month - Favorite Roadmap Feature

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

------------------------------
John Butine
------------------------------

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:

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

...and another for Dark Mode...

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-02-2026 16:37
From: Marcello Jabur
Subject: March Question of the Month - Favorite Roadmap Feature

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

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

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.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Yes!

In the past I used to set up timer-based handlers in Interaction Center (i.e., PureConnect) which would do an API call to run somethin gin Genesys Cloud (i.e., PureCloud).

I still have some tasks in Windows Task Scheduler to run scripts periodically that kick off functionality in Genesys Cloud.

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-02-2026 18:53
From: Phaneendra Avatapalli
Subject: March Question of the Month - Favorite Roadmap Feature

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.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Very simple: Dark mode.

------------------------------
Luiz Rosa
Full stack developer
------------------------------

...and another DM...

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-02-2026 19:50
From: Luiz Rosa
Subject: March Question of the Month - Favorite Roadmap Feature

Very simple: Dark mode.

------------------------------
Luiz Rosa
Full stack developer
------------------------------

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
------------------------------

and another

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-03-2026 02:45
From: Ashiesh Sharma
Subject: March Question of the Month - Favorite Roadmap Feature

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
------------------------------

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

------------------------------
Andre Costa
------------------------------

...these Dark Mode posts will not end :-)

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-03-2026 07:57
From: Andre Costa
Subject: March Question of the Month - Favorite Roadmap Feature

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

------------------------------
Andre Costa
------------------------------

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.

------------------------------
Anand
NA
------------------------------

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!

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

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
------------------------------

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.
------------------------------

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..

------------------------------
Josh Coyle
Senior Professional Services Consultant
------------------------------

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.

------------------------------
Robert Niblock
Contact Centre Technology Analyst
------------------------------

Original Message:
Sent: 03-03-2026 13:46
From: Josh Coyle
Subject: March Question of the Month - Favorite Roadmap Feature

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..

------------------------------
Josh Coyle
Senior Professional Services Consultant
------------------------------

------------------------------
Alistair Taylor
Presales Solutions Architect
------------------------------

I am excited about the overtime opportunities! Instead of having shared documents for agents to sign up for OT, it will be nice to manage in Genesys instead. I'm looking forward to learning more on this.

------------------------------
Laura Callaway
Application Analyst
St. Luke's Health System
------------------------------

Hello all

For me, the most exciting is the Parking social, web, open messages, and SMS. It seems like a simple change that will greatly improve the management of agents with this type of interactions.

Regards

------------------------------
Soraya Granda Segovia
m
------------------------------

Hi all,

Hoping to add to the good conversation above!

• Architect UI and UX - Dark Mode and a modern UI for Architect
  Agreed w many others here Dark mode as an option is a welcomed alternative and hopefully it's embraced platform wide. For me it seems to bring additional comfort to my eyes
• Supervisor can monitor screens of agent desktop to conduct live supervision
  Interested to see how the above is implemented and functions. It sounds like an excellent addition
• Enabled Evaluation and Survey Forms to be Division Aware
  This is a welcomed addition for us, specifically with Eval forms. We can then perhaps push down administration of Eval forms to various lines of business (Divisions)
• Division aware for Skills
  Really excited about this as with with above, we can then allow each line of business (Division) to manage their own ACD skills

Not seen on the 2026 Roadmap (or I prob overlooked :) ), but hoping gets developed soon as believe all these are either Upcoming Development or In Development:

 

• Surfacing Key Topics and Customer Sentiment / Agent Empathy in real-time ** really excited about this one
• Program Level Sentiment and Empathy Toggle (Really needed)
• Report at question and section level for quality evals (Really need this one too in order to provide Eval detail level reporting)
• Adding capability to make STA Dictionary Division aware 
• Dark mode for GC UI in general including Dashboards
• Adding Division aware ability to Architect User Prompts 

Honestly, just the product really leaning into using or implementing Division aware objects as much and where possible

Thanks all!

------------------------------
Shane Jenkins
IT Sys Admin Mgr
------------------------------

------------------------------
Elisson Fernandes
------------------------------

</null>

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Kristian Febre
Sr. Technical Support Engineer
------------------------------

Dark mode is nice, but this one is a good one as well Extend Divisions to limit access for see user in Directory

------------------------------
Jeroen van der Sandt
------------------------------

Always looking forward to any new Outbound Campaign Features!

------------------------------
Mike Malcor
x
------------------------------

So I thought I posted yesterday with a really interesting post but maybe I never clicked the button. If I recall my witticisms I'll update :)

The feature I am most looking forward to is Case Management. There are often requirements for more complex scenarios than the one and done of a voice call and moving this to a consumption model with work automation I believe opens up the functionality for both types to far more use cases whether it be customer cases, internal helpdesks, or even Quality Management or internal approval processes.

Many of us in the community are more at the admin end of things so whilst Dark Mode in Architect helps a lot of us, we are a small portion of the Genesys user population of somewhere over 2 million users.

------------------------------
Richard Chandler
Connect
------------------------------

Original Message:
Sent: 03-04-2026 15:49
From: Mike Malcor
Subject: March Question of the Month - Favorite Roadmap Feature

Always looking forward to any new Outbound Campaign Features!

------------------------------
Mike Malcor
x
------------------------------

I'll put another comment for Dark Mode.

I also am looking forward to this feature for our Supervisors and Leads on the floor: "Supervisor can monitor screens of agent desktop to conduct live supervision." This will be great for people to see this in real time instead of only after the fact.

------------------------------
Seean Weaver
MAPFRE USA - Telecom Analyst
------------------------------

What I like to mention as fav features are this time things that have direct impact on our agents' day-to-day business.

These are:

• Canned responses including file attachments
• Schema management interface for conversation attributes  (ok, that's not so "day-to-day" for agents, but will make our business much easier anyways :) )
• Introduction of the "Requesting Off-Queue" status
• Secure pause for non-ACD calls

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

I am will be very happy to see the soft-state feature finally released.  On the roadmap is is titled "Enhance Agent experience by adding a new "Requesting Off-Queue" status that safeguards break times while maintaining adherence accuracy".  The actual title of that idea makes me a little nervous but from what I have seen in the updates, I think it is what we have been looking for for years. 

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------

API to Export Main Forecast for External Use has me most excited.

I think it will transform some of our customers worlds who want to keep with some of their legacy tools

------------------------------
Paul Akister
Senior Program Manager
------------------------------

There are so many great features that are due out soon like bring your own LLM and some of the new WFM features. But for me taking bots to the next level being multi-moldal and exchanging documents and images with messaging clients will be a big hit. There are very few AIs out there able to accomplish this successfully. Just think of the possibilities by supplying a bot with your ID processing all of your information without ever exposing this information verbally or through the messaging session.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

You're so right, Robert! Lots to choose from, all with big impact. I like your choice.

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-07-2026 17:12
From: Robert Wakefield-Carl
Subject: March Question of the Month - Favorite Roadmap Feature

There are so many great features that are due out soon like bring your own LLM and some of the new WFM features. But for me taking bots to the next level being multi-moldal and exchanging documents and images with messaging clients will be a big hit. There are very few AIs out there able to accomplish this successfully. Just think of the possibilities by supplying a bot with your ID processing all of your information without ever exposing this information verbally or through the messaging session.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

I lean toward Data Lakehouse, myself...

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

I count 16 votes for Dark Mode so far...

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-08-2026 17:55
From: George Ganahl
Subject: March Question of the Month - Favorite Roadmap Feature

I lean toward Data Lakehouse, myself...

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
------------------------------

Dark Mode 👏

Reducing eye strain for developers who live inside architect...enabling new and modified flows to be rolled out more regularly for the end customers. ☺️

------------------------------
Alicia Blazey
Manager, Professional Services
------------------------------

• Amazing roadmap as usual, definitely one more vote for Dark Mode. 

  Dark mode isn't a preference… it's a lifestyle with committed eye protection :D :D 

• Another one that im particular interested Data Lakehouse: Enable data stream of flattened conversation data. The combination of a continuous data stream + flattened conversation data stored and managed in a lakehouse creates several decisive advantages, and I hope to see our customers benefit from this feature really soon.
  

------------------------------
Hercules Ferreira
Senior Technical Account Manager
------------------------------

I'm looking forward to Genesys Social being able to listen and respond to posts on non-owned Facebook pages. With so many customers have cross market spotlights, for example airlines being able to listen to airports social media is a great step forward!

------------------------------
Daniel Blackney
Sr Customer Success Manager
------------------------------

Sorry like the rest dark mode.... so pleased I am not alone in this.

But it does go to show - it is not always the snazzy, fancy, glitzy headline getting brand new funky AI features that grab the headlines that users are after.  Sometimes it is the simple things that make life and use so much easier!  LIke the new menu structure and the new support centre - non core things also matter!

------------------------------
Richard Robinson
Senior Technical Account Manager
------------------------------

I'm going have to go with Case Management for work automation. I think it brings a new level of flexibility to the product that we really need to fulfill the very complex and tricky customer requirements!

------------------------------
Qasim Chaudhry
Professional Services Director
Genesys
------------------------------

It's like the candy shop in Willy Wonka!

So many have mentioned Dark Mode for Architect. Whilst that may be great for a number of users I have different eyesight issues so not a huge fan. The big goal there is longer term with dark mode for the core desktop which affects far more users.

Genesys Cases is potentially my big ticket item for the year. I would also add Agentic Virtual Agent and Genesys Cloud Copilot but they are not on the list for some reason unless they are labelled oddly.

The fully featured Conversation Attributes, once available in the UI, Scripts, and in Analytics should be very powerful.

After my deliberations I think Cases is the one. Many other features are enhancements to existing functions and close gaps or move them ahead. Cases brings an opportunity for organisations to utilize a single platform for more complex use cases (no pun intended) rather than one and done interactions.

My final say is that pretty much everything on my list is in the first half of the year and some even this month so I'll have to think on the latter half once I'm full of sweets and maybe the Golden Ticket!

------------------------------
Richard Chandler
Connect
------------------------------

------------------------------
Amy Sessions
assessions@hotmail.com
------------------------------

Okay, Architect Dark Mode is looking like a win.

But now you've set expectations…

👉 When can we expect Dark Mode for the entire Genesys Cloud platform? 😄

Honestly, this might become one of the most requested features very quickly.

Once we start using it in Architect… we're definitely going to want it across the rest of the UI 😂

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

Dark mode, just this.

------------------------------
Alesson Santos
Mid-Level Developer
------------------------------

Advanced analytics within Genesys Cloud: it would allow customers to have proper native historical reporting.

------------------------------
Claudio Esposito
Manager Professional Services
------------------------------

The feature I am most excited about right now is definitely Case Management.

While we often focus on the "one-and-done" nature of voice interactions, the reality is that many of our customers are struggling to manage complex, multi-touch journeys. I believe this will have a massive impact because it provides a lifeline to customers who currently lack a dedicated system to track and resolve ongoing issues.

By moving this to a consumption-based model with built-in work automation, we aren't just adding a feature; we are opening the door to entirely new use cases-from internal helpdesks and approval workflows to comprehensive customer support cycles. It's about empowering the millions of users on our platform to handle the "everything else" that happens after the call ends.

------------------------------
Andre Negrisolo
Senior Solution Consultant
------------------------------

I can't wait for the dark mode :)

------------------------------
Kind Regards,
Matheus dos Santos
Technical Instructor
------------------------------

Hi Nicole

I am excited for the following features.

1. VoIP Integration for Microsoft Teams without third-party SBC
2. Dark Mode
3. Attachment preview - Email

Regards

VoIP Integration for Microsoft Teams without third-party SBC

------------------------------
Stephan Taljaard
EMBEDIT s.r.o
------------------------------

I am excited to see the Feature about Copilot improvements that is in Development: View attachment content online without dowloanding.

The possibility to see attachments in preview mode without having to download is amazing because this help in thw time, space and data in general.

Nowaday we have 37 votes that the signification is that exist 37 people or companies that see value on this feature.

------------------------------
Suzi Leao
suzi.oliveira@genesys.com
------------------------------

Definitely dark mode. 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

I'm super excited about the Architect Dark mode. 
also curious about this feature to be released Call Transfer & User Caller ID Enhancements
This will brings us a new era :D 

------------------------------
Adorjan Racz
Customer Solutions Design Practioner
------------------------------

I am always looking forward to updates regarding Workforce Management, as every new feature provides significant value to our team. Additionally, our customers frequently request the following capabilities: making Evaluations and Survey Forms 'Division Aware' in Quality, and the ability to reprocess interactions with updated topics on demand via the UI in Speech.

------------------------------
David Betoni
Principal PS Consultant
------------------------------

My favorite is "Replication - Platform ability to replicate organization configurations to a target org"

------------------------------
Luciano Iturbide
COMMERCIAL MANAGER
------------------------------

I waited until the last day to look at it properly; there are many great optimizations, but I must admit that dark mode has me excited. @George Ganahl, add another vote!

------------------------------
Cesar Padilla
INDRA COLOMBIA
------------------------------

Aye-aye! :-)

------------------------------
George Ganahl GCCX-AI, GCP, GCD, Maestro
Technical Adoption Champion
Genesys
------------------------------

Original Message:
Sent: 03-31-2026 21:42
From: Cesar Padilla
Subject: March Question of the Month - Favorite Roadmap Feature

I waited until the last day to look at it properly; there are many great optimizations, but I must admit that dark mode has me excited. @George Ganahl, add another vote!

------------------------------
Cesar Padilla
INDRA COLOMBIA
------------------------------

👉 What feature has you the most excited?

• AVA for sure!
• GPR with more flexibility on the KPIs
• 👉 What impact do you think it'll have?
• My customer didn't like GPR because they were awarding agents by call outcome, not just AHT or those normal operational KPIs. now I can share the news and try again. 

#QOTM

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Nadine Pinheiro
CX Advisory Consultant
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Hi,

My favourite roadmap item is the Agentic Virtual Agent because it moves beyond scripted bots into AI that can independently understand goals, take actions, and adapt in real time. Instead of just responding, it can resolve end-to-end customer needs.

The impact is significant: it will increase automation rates, reduce agent workload, and deliver faster, more personalised customer experiences-ultimately lowering costs while improving satisfaction.

Thanks

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Kashaf Chaudhry
Customer Success Director
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Dark Mode for Architect - Will be great for routing designers.
Attachment Preview for Agent Workspace - This will save space on Agent local machines and it will turn the working environment more secure for all, customers data leak and malwares on the machines.

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Vinicius Goncalves
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Hello Nicole,

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Nitin Patil
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I'd go with Dark Mode in Architect, no doubt. I spend a lot of time building and debugging flows, so this has a direct impact on my daily work, less eye strain and more comfort to stay focused on logic and adjustments.

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Eduardo Souza
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