New Features — February 2025

Agents can simultaneously view multiple contextual panels, reducing clicks and enhancing efficiency during customer interactions.

Licenses:

• All licenses.

Read More:  Navigate interactions panel

Administrators can now exclude specific system API calls from resetting the inactivity timeout, ensuring idle users are logged out as expected. This prevents idle agents from staying logged in due to API activity. A default set of recommended APIs is provided for exclusion.

Where: Admin > Account Settings > Organization Settings > Settings

Licenses:

• All licenses

Read More: Set an automatic inactivity timeout

Administrators can now configure the maximum calls per agent setting with decimal values, such as 1.5 instead of whole numbers. This provides more precise control over pacing in outbound and predictive campaigns.

Licenses:

• Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3
  

Read More: Outbound settings, Create a power dialing campaign, Create a predictive dialing campaign

Administrators can now schedule outbound campaigns to recur daily or weekly. This reduces manual scheduling, allowing modifications to individual campaign instances or the entire series.

Licenses:

• Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital
  

Read More: Schedule view, Add a schedule entry for a campaign, Edit a schedule entry for a campaign

Scripts can now be linked to workitems, allowing agents to access detailed guidance, update fields, and follow step-by-step instructions for efficient task resolution.

Where: Admin > Task Management > Worktypes > Create/edit a worktype > Properties tab > Scripter

Licenses:

• Work Automation Add-on
  

Read More: Define a worktype, Available script actions, Built-in script variables

The Topic Miner feature now supports Swiss German (de-CH), allowing businesses to analyze emerging topics in this dialect across multiple media types.

Licenses:

• Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital
  

Read More: Genesys Cloud supported languages

The Journey Management event attribute list now supports complete filtering for knowledge, intents, and languages, with enhanced search functionality for faster navigation.

Licenses:

• Genesys Cloud Analytics Add-on (A3S), Genesys Cloud 1, Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital
  

Read More: Create a new journey visualization with Journey Management

Supervisors can now filter performance dashboards using work team and reports-to settings, enabling better tracking of team performance with dynamic user lists.

Where: Performance > Workspace > Dashboards > Dashboards

Licenses:

• All licenses
  

Read More: Add and edit Performance Dashboards

Journey Management administrators can now apply numeric filters to analyze customer journeys with greater precision, allowing detailed tracking based on time durations or numerical thresholds.

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
  

Read More: Create a new journey visualization with Journey Management

Genesys Cloud has updated the email input fields with improved visibility, including borders and background colors for subject, to, cc, and bcc fields, making it easier for agents to manage email interactions.

Licenses:

• Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital
  

Read More: About ACD emails

Core IVR prompts and system audio file support are now available for Portugal Portuguese (pt-PT) in Architect, including Play Estimated Wait Time and Play Position in Queue actions.

Where: Admin > Architect > Architect

Licenses:

• Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3
  

Read More: Genesys Cloud supported languages, Play Estimated Wait Time action, Play Position In Queue action

Administrators can upload multiple historical data files without affecting previously uploaded data, with a maximum of 50 files totaling up to 5 GB, streamlining forecasting data management.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, and EX.
  

Read More: Historical data import overview | Navigate Historical Data Import view | Prepare the historical data import CSV

Coaching sessions can now be scheduled without requiring integration into Workforce Management (WFM) schedules, allowing flexibility and independent scheduling based on convenience.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, and EX.
  

Read More:  Schedule coaching appointments | View coaching appointments

Administrators can assign custom activity codes to coaching and learning sessions within Workforce Management, providing more accurate categorization of activities.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, and EX.
  

Read More:  Add a business unit

Auto-answer settings can now be configured at the queue level for voice interactions, differentiating between inbound and outbound queues.

Licenses:

• Genesys Cloud 1, 2, and 3.
  

Read More:  Auto answer incoming interactions

Automatic answering capabilities are expanded to include email, SMS, and messaging interactions, helping streamline agent workflows.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, and 3 Digital.
  

Read More:  Turn on auto answer for agents

Administrators can filter and locate conversations based on acoustic data (e.g., silence, overtalk) and wrap-up metadata, improving content search and analysis.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, and 3.
  

Read More:  Content Search view

APIs now provide analytics for Agent Copilot-generated summaries, enabling tracking of summary generation and troubleshooting issues.

Licenses:

• Genesys Cloud 1, 1 Digital Add-on II, 1 WEM Add-on II, 2, 2 Digital, 2 WEM Add-on I, 3, and 3 Digital.
  

Read More:  Analytics APIs

Bot flows now support Thai (th-TH), expanding virtual agent capabilities for Thai-speaking users.

Licenses:

• Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, and AI Experience.
  

Read More:  Supported languages

Agents now receive customizable reminders before scheduled activities (1–15 minutes), enhancing readiness and schedule adherence.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, and EX.
  

Read More:  Add a business unit

The Notes panel received visual improvements, including enhanced readability, clearer labeling, and better highlighting of recent updates.

Licenses:

• All licenses.
  

Read More:  Enter interaction notes

The Wrap-Up Codes panel interface is improved for better usability, offering a compact layout and clearer wrap-up code selection.

Licenses:

• All licenses.
  

Read More:  Specify wrap-up codes

User settings now show the most recent login timestamp, allowing administrators to track user access clearly.

Licenses:

• All licenses.
  

Read More:  User settings

A unified voice transcription offering combines Native Transcription and EVTS services under a single billing structure.

Licenses:

• All licenses.
  

Read More:  About voice transcription

License usage calculations are simplified when switching between license models (Hourly, Named, Concurrent), improving billing flexibility.

Licenses:

• All licenses.
  

Read More: Can we change from a Concurrent or a Named license type to an Hourly Interacting license type?

Native voice transcription is now supported in Hebrew (he-IL), improving analytics accuracy.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2, 2 WEM Add-on I, 3, and EX.
  

Read More:  Supported languages

Agent Copilot now supports additional languages: Arabic (UAE), Swiss German, Hindi, Italian, Korean, Portuguese (Portugal), and Swedish.

Licenses:

• Genesys Cloud 1, 2, 2 Digital, 3, and 3 Digital.
  

Read More:  Genesys Cloud supported languages

Administrators can manage dictionaries for Agent Copilot, improving transcription and summary accuracy for specialized terms.

Licenses:

• Genesys Cloud 1, 2, 2 Digital, 3, 3 Digital, and AI Experience.
  

Read More:  About dictionary management

Agents now see contact names directly in call history and voicemail, enhancing efficiency and ease of callback management.

Licenses:

• All licenses.
  

Read More:  View call history

Collaborate chat users can now pin important messages, allowing easy access to essential information without scrolling through extensive conversations. This capability enhances chat productivity and convenience.

Licenses:

• Collaborate
  

Read More:  Enable Collaborate chat message pinning , Send a chat message

Genesys Dialog Engine and Digital Bot Flows now support Hindi (hi-IN), enhancing customer interaction automation capabilities for Hindi-speaking users.

Licenses:

• Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, and AI Experience
  

Read More:  Genesys Cloud supported languages

Administrators can enable or disable on-screen drawing features during co-browse sessions for enhanced compliance and privacy control, preventing potential regulatory issues.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, and 3 Digital
  

Read More:  Configure Messenger

Journey Management users can seamlessly insert new events between existing ones, simplifying journey refinement without manual rearrangement.

Licenses:

• Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, and 4
  

Read More:  Create a new journey visualization with Journey Management

Supervisors using the Android Insights app can monitor queues and agents in real time and receive customized notifications directly on their mobile devices, ensuring prompt responses.

Licenses:

• All licenses
  

Read More:  FAQs: Insights for Android

Genesys enhanced Agent Copilot summarization capabilities for dialects including English (AU, GB, US) and Spanish (ES, US), ensuring improved summarization accuracy across interactions.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 1 WEM Add-on II, 2 Digital, 2 WEM Add-on I, 3 Digital, and AI Experience
  

Read More:  Supported languages

Administrators can configure Salesforce objects to appear as subtabs alongside voice interactions in Genesys CX Cloud integrated with Salesforce. This dynamic screen pop customization improves agent workflow efficiency.

Licenses:

• Communicate, Genesys Cloud 1, 2, and 3
  

Read More:  Screen pop in CX Cloud from Genesys and Salesforce

Genesys Cloud now offers a standalone Speech and Text Analytics (STA) add-on, allowing organizations using CX 1 or CX 2 licenses to purchase analytics separately from the Workforce Engagement Management (WEM) suite.

Licenses:

• Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, and AI Experience
  

Read More:  Add Speech and Text Analytics upgrade add-on to your organization, Genesys Cloud AI Experience tokens metering and pricing

Administrators can turn customer sentiment analysis on or off according to organizational preferences or regulatory requirements, providing granular control over analytics configurations.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, and EX

Read more: Data, analytics, and reporting

Genesys Cloud introduced division-aware permissions and APIs for external contacts, enabling administrators and developers to segment external contact data effectively by divisions or business units.

Licenses:

• All licenses

Read more: Open platform

Administrators can now set screen recordings during After-Call Work (ACW) for up to 60 minutes, increased from the previous 15-minute limit. This extension ensures comprehensive monitoring for compliance purposes.

Licenses:

• Genesys Cloud 1, 2, and 3
  

Read More:  Screen recording overview

Administrators can define scheduling constraints across calendar months to optimize agents’ working hours and weekend distribution, facilitating compliance with labor regulations.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, and EX
  

Read More:  Add a management unit, Work plans configuration overview, Navigate the schedule editor