New Features — December 2025
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1. Bring Your Own Technology (BYOT) Rate E and Rate A Changes
Effective January 1, 2026, pricing for BYOT-E (Audio Connectors) and BYOT-A (third-party TTS) will be adjusted. BYOT-E increases to $0.10 per minute, and BYOT-A increases to $4 per million characters. This change impacts organizations using third-party audio and TTS services.
Licenses:
- Open Platform
Read More:
- Bring your own technology services model–per turn/minute rates (current model) https://help.mypurecloud.com/articles/bring-your-own-technology-services-model-per-turn-minute-rates-current-model/
- Bring Your Own Technology (BYOT) Rate E for Audio Connectors and Rate A for third-party TTS changes announcement https://help.mypurecloud.com/articles/bring-your-own-technology-byot-rate-e-for-audio-connectors-and-rate-a-for-third-party-tts-changes-announcement/
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2. Passkey Support for Multi-Factor Authentication (MFA)
Genesys Cloud now supports passkeys for multi-factor authentication, allowing users to verify their identity using built-in biometric authenticators (like fingerprint readers) or physical security tokens (like YubiKeys). This offers a secure and convenient alternative to traditional authenticator apps.
Licenses:
- All licenses include this feature.
Read More:
- Log in for the first time https://help.mypurecloud.com/articles/log-in-for-the-first-time/
- Passkey support (WebAuthn) for MFA on Genesys Cloud https://help.mypurecloud.com/articles/passkey-support-webauthn-for-mfa-on-genesys-cloud/
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3. Custom Named Time Zones for Contactable Time Sets
Administrators can now create custom-named contactable time sets mapped to standard IANA time zones (e.g., America/New_York). This allows for more granular control over dialing windows by assigning unique names to specific time blocks, improving the flexibility and management of outbound campaign schedules.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read More:
- Add a time zone to a set of contactable times https://help.mypurecloud.com/articles/add-a-time-zone-to-a-set-of-contactable-times/
- Create a contactable time set https://help.mypurecloud.com/articles/create-a-contactable-time-set/
- Contactable time sets overview https://help.mypurecloud.com/articles/contactable-time-sets-overview/
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4. Digital Rule Sets for Outbound WhatsApp Campaigns
Administrators can now configure pre-contact and post-contact rule sets for WhatsApp campaigns, similar to SMS and email. These rules allow for automated decisions based on contact attributes before sending, or automated actions (like updating lists) after a message is processed, enhancing campaign efficiency and logic.
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
Read More:
- Create a WhatsApp campaign https://help.mypurecloud.com/articles/create-a-whatsapp-campaign/
- Configure rule actions https://help.mypurecloud.com/articles/configure-rule-actions/
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5. Apple Pay Support for Apple Messages for Business (Singapore and Mexico)
Flow authors in Singapore and Mexico can now integrate Apple Pay requests directly into Architect digital bot flows. This enables customers to complete secure transactions within the Apple Messages for Business channel, streamlining the purchasing process.
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
Read More:
- Configure ACD for Apple integrations https://help.mypurecloud.com/articles/configure-acd-for-apple-integrations/
- Ask for Payment action https://help.mypurecloud.com/articles/ask-for-payment-action/
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6. Architect Digital Bot Flows and Apple Messages for Business Support (Singapore and Mexico)
Support for sending iMessage apps via Architect digital bot flows is now available in Singapore and Mexico. This feature allows bots to present interactive iMessage applications to customers, enriching the self-service experience on iOS devices.
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
Read More:
- Configure ACD for Apple integrations https://help.mypurecloud.com/articles/configure-acd-for-apple-integrations/
- Send Application action https://help.mypurecloud.com/articles/send-application-action/
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7. External Contacts Identity Resolution Support for Apple Messages for Business (Singapore and Mexico)
Identity resolution for Apple Messages for Business is now available in Singapore and Mexico. This integration allows agents to view Apple Messages interactions within the Single Customer View and External Contacts, ensuring a unified history of customer engagements across channels.
Licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read More:
- Single customer view overview https://help.mypurecloud.com/articles/single-customer-view-overview/
- Identity Resolution by divisions https://help.mypurecloud.com/articles/identity-resolution-by-divisions/
- View an interaction’s customer journey https://help.mypurecloud.com/articles/view-an-interactions-customer-journey/
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8. Architect Digital Bot Flow List Picker Support (Singapore and Mexico)
Bot authors in Singapore and Mexico can now use List Pickers in digital bot flows for Apple Messages for Business. This feature provides customers with a structured list of options to choose from, simplifying navigation and improving user response accuracy.
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
Read More:
- Ask for Slot action https://help.mypurecloud.com/articles/ask-for-slot-action/
- Work with list pickers in bot conversations https://help.mypurecloud.com/articles/work-with-list-pickers-in-bot-conversations/
- Configure ACD for Apple integrations https://help.mypurecloud.com/articles/configure-acd-for-apple-integrations/
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9. Authentication Support in Apple Messages for Business (Singapore and Mexico)
OAuth2 authentication is now supported for Apple Messages for Business in Singapore and Mexico. Flow authors can incorporate authentication steps into bot flows, allowing for secure verification of customer identities and enabling personalized, secure transactions.
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
Read More:
- Configure ACD for Apple integrations https://help.mypurecloud.com/articles/configure-acd-for-apple-integrations/
- Ask to Authenticate action https://help.mypurecloud.com/articles/ask-to-authenticate-action/
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10. Apple Messages for Business Forms (Singapore and Mexico)
Administrators can now configure structured forms for Apple Messages for Business in Singapore and Mexico. These forms can be sent by bots or agents to collect organized data from customers, replacing free-text inputs with a guided experience.
Licenses:
- Genesys Cloud 1 Digital 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
Read More:
- Canned responses forms quick start guide https://help.mypurecloud.com/articles/canned-responses-forms-quick-start-guide/
- Add a form https://help.mypurecloud.com/articles/add-a-form/
- Form action https://help.mypurecloud.com/articles/form-action/
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11. Control Agent Transfer Capabilities via Permissions
Administrators can now strictly control agent transfer methods using granular permissions. This allows organizations to define exactly which agents can perform blind or consult transfers and restricts the destinations they can transfer interactions to.
Licenses:
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read More:
- Manage transfer permissions for agents https://help.mypurecloud.com/articles/manage-transfer-permissions-for-agents/
- Transfer voice interactions https://help.mypurecloud.com/articles/transfer-voice-interactions/
- Add agent-level permissions to transfer interactions https://help.mypurecloud.com/articles/add-agent-level-permissions-to-transfer-interactions/
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12. Configure Group Ring Settings
Administrators can now configure a confirmation prompt for group ring calls. When a user answers a call on a remote station, they can be prompted to confirm acceptance, ensuring the call is intended for them before the audio connects.
Licenses:
- All licenses include this feature.
Read More:
- Configure a group phone number https://help.mypurecloud.com/articles/configure-a-group-phone-number/
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13. Inbound Messaging Channel Routing Support in Apple Messages for Business (Singapore and Mexico)
Apple Messages for Business is now a fully native inbound digital channel in Singapore and Mexico. Organizations can route inbound Apple messages directly into Genesys Cloud queues, managing them alongside other digital interactions for a unified agent experience.
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
Read More:
- Configure ACD for Apple integrations https://help.mypurecloud.com/articles/configure-acd-for-apple-integrations/
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14. Export View Data Enhancements
The export function for view data has been enhanced to include more comprehensive information, supporting clearer analysis and data sharing. This update ensures that exported reports from Performance views provide a more complete picture of operational metrics.
Licenses:
- All licenses include this feature.
Read More:
- Export view data https://help.mypurecloud.com/articles/export-view-data/
- Queues Performance Summary view https://help.mypurecloud.com/articles/queues-performance-summary-view/
- Agents Performance Summary view https://help.mypurecloud.com/articles/agents-performance-summary-view/
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15. Web Events Available in Journey Management
Web events tracked by Genesys Predictive Engagement (like page clicks or form fills) are now visible within Journey Management. This allows analysts to visualize the complete customer path from website activity to contact center interactions, aiding in conversion analysis and journey optimization.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Read More:
- Web events in Journey Management https://help.mypurecloud.com/articles/web-events-in-journey-management/
- About Journey Management https://help.mypurecloud.com/articles/about-journey-management/
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16. Configure Combined Voice Utilization for ACD and Non-ACD Calls
Administrators can now set a combined voice utilization limit that counts both ACD and non-ACD calls. This prevents agents from receiving new queue calls if they are already busy on a non-ACD call, ensuring workload limits are respected across all voice interactions.
Licenses:
- All licenses include this feature.
Read More:
- Agent utilization https://help.mypurecloud.com/articles/agent-utilization/
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17. Favorites Now Listed in the User Directory
Users can now view a list of their favorited contacts directly within the User Directory. This enhancement simplifies access to frequently contacted colleagues, improving internal communication efficiency.
Licenses:
- Collaborate
Read More:
- Navigate the directory https://help.mypurecloud.com/articles/navigate-the-directory/
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18. Multi-Language Agent Copilots
Agent Copilot now supports multiple languages, allowing it to provide real-time assistance and summaries for interactions in diverse global markets. This ensures consistent support quality regardless of the language spoken by the customer or agent.
Licenses:
- Genesys Cloud AI Experience
Read More:
- Work with multi-language Agent Copilot https://help.mypurecloud.com/articles/work-with-multi-language-agent-copilot/
- Create a new Genesys Agent Copilot https://help.mypurecloud.com/articles/create-a-new-genesys-agent-copilot/
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19. Enable Auto Answer for Interactions in the Unified Experience from Genesys and ServiceNow Integration
Auto-answer for voice calls can now be configured for the ServiceNow integration. This feature automatically connects incoming ACD calls, reducing manual steps for agents and ensuring faster response times within the ServiceNow interface.
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
Read More:
- Enable auto answer for interactions in ServiceNow integration https://help.mypurecloud.com/articles/enable-auto-answer-for-interactions-in-servicenow-integration/
- Accept a call in ServiceNow https://help.mypurecloud.com/articles/accept-a-call-in-servicenow/
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20. Thai Language Support
The Genesys Cloud user interface is now available in Thai. This expansion allows native Thai speakers to navigate and use the platform in their preferred language.
Licenses:
- All licenses include this feature.
Read More:
- Genesys Cloud supported languages https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/
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21. Genesys Cloud Voice (GCV) Conversation IDs and Postal Codes in Usage Reports
Usage reports for Genesys Cloud Voice now include “Conversation ID” and “Postal Code” fields. These additions allow for more accurate reconciliation of billing and deeper geographic analysis of call patterns.
Licenses:
- All licenses include this feature.
Read More:
- Download your usage reports https://help.mypurecloud.com/articles/download-your-usage-reports/
- Reconcile your Genesys Cloud Voice invoice against your usage report https://help.mypurecloud.com/articles/reconcile-your-genesys-cloud-voice-invoice-against-your-usage-report/
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22. Agent Copilot Summaries Customization Support for Additional Languages
Agent Copilot summaries can now be customized for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish. This allows organizations to tailor AI-generated summaries to specific business needs in these languages.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read More:
- Genesys Cloud supported languages https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/
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23. Enhanced Confirmation Controls in AI Guides
AI Guides now feature an “Ask and Confirm” command, allowing business teams to require explicit user confirmation for specific inputs. This ensures high-stakes or complex information is verified before the bot proceeds, reducing errors in automated interactions.
Licenses:
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read More:
- Write and publish guides https://help.mypurecloud.com/articles/write-and-publish-guides/
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24. Genesys Virtual Agent Support for Portuguese and Swedish Dialects
Genesys Virtual Agent now supports Portuguese (Portugal) and Swedish (Sweden). This enables the deployment of conversational bots that can understand and interact naturally with customers in these regions.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read More:
- Genesys Cloud supported languages https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/
- About Genesys Virtual Agent https://help.mypurecloud.com/glossary/virtual-agent/
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25. Create Flow Outcomes and Milestones Natively in Architect
Architect users can now create Flow Outcomes and Milestones directly within the flow design interface. This eliminates the need to switch context, making it faster and easier to set up measurement points for tracking journey success.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Read More:
- Initialize Flow Outcome action https://help.mypurecloud.com/articles/initialize-flow-outcome-action/
- Set Flow Outcome action https://help.mypurecloud.com/articles/set-flow-outcome-action/
- Add Flow Milestone action https://help.mypurecloud.com/articles/add-flow-milestone-action/
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26. Update to Regional Feature Deployment Schedule Effective January 2026
Starting in January 2026, the regional feature deployment schedule will shift. Releases will now begin on Tuesdays and complete by Fridays (local time), aiming to improve stability and provide more time for validation during rollouts.
Licenses:
- Open platform
Read More:
- Genesys Cloud feature release schedule https://help.mypurecloud.com/articles/genesys-cloud-feature-release-schedule/
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27. Mobile Messenger Support for Rich Media Cards and Carousels
The Mobile Messenger SDK now supports rich media cards and carousels. This brings feature parity with web messaging, allowing mobile apps to display visually engaging content like product lists or options directly in the chat interface.
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
Read More:
- Mobile Messenger feature comparison matrix https://help.mypurecloud.com/articles/mobile-messenger-feature-comparison-matrix/
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28. Social Listening and Response for Google Business Profile Channel
Genesys Cloud now supports social listening for Google Business Profile. Administrators can set up rules to route public reviews and posts to agents, enabling timely responses to customer feedback on Google directly from the agent desktop.
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
- Genesys Cloud AI Experience
Read More:
- Configure Open Messaging with Google integration https://help.mypurecloud.com/articles/configure-open-messaging-with-google-integration/
- Social listening topics https://help.mypurecloud.com/articles/social-listening-topics/
- Social escalation rules https://help.mypurecloud.com/articles/social-escalation-rules/
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29. Agent Greetings for ACD Voice
Agents can now record a custom 15-second greeting that automatically plays when they connect to an ACD call. This ensures a consistent, professional opening for every interaction and reduces repetitive strain for agents.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read More:
- Change Windows desktop app preferences https://help.mypurecloud.com/articles/change-windows-desktop-app-preferences/
- Change web app preferences https://help.mypurecloud.com/articles/change-web-app-preferences/
- Change Mac desktop app preferences https://help.mypurecloud.com/articles/change-mac-desktop-app-preferences/
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30. No-Cost Digital User Tracking
Digital user tracking (formerly journey tracking) is now available at no additional cost for AI Experience customers. This removes event-based charges, encouraging broader adoption of tracking to fuel journey analytics and predictive engagement without billing concerns.
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
- Genesys Cloud AI Experience
Read More:
- About digital user tracking https://help.mypurecloud.com/articles/about-digital-user-tracking/
- Digital user tracking overview https://help.mypurecloud.com/articles/digital-user-tracking-overview/
- Event pricing for Predictive Engagement https://help.mypurecloud.com/articles/event-pricing-for-genesys-predictive-engagement/
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31. Improved Messenger Web Tracking Configuration
Web tracking configuration has been moved directly into the Messenger settings. Administrators can now configure tracking rules, domain exclusions, and behavior specifically for each Messenger deployment, offering more flexibility than the previous global settings.
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
- Genesys Cloud AI Experience
Read More:
- Configure web tracking https://help.mypurecloud.com/articles/configure-web-tracking/
- Configure Messenger https://help.mypurecloud.com/articles/configure-messenger/
- Migrate Web Tracking settings from Predictive Engagement to Messenger https://help.mypurecloud.com/articles/migrate-web-tracking-settings-from-predictive-engagement-to-messenger/
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32. Enhanced Social Media Escalation to the Agent Desktop
Social media escalation rules have been expanded to allow all posts and comments to be routed to agents, not just those matching specific keywords. This ensures that every customer interaction on social channels can be reviewed and responded to if desired.
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
Read More:
- Social escalation rules https://help.mypurecloud.com/articles/social-escalation-rules/
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33. Extended Voice Transcription Services Support for Serbian
Extended Voice Transcription Services (EVTS) now supports Serbian (Serbia). This allows organizations to transcribe voice interactions in Serbian using AWS Transcribe, expanding compliance and analytics capabilities to this region.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read More:
- Genesys Cloud supported languages https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/
- Configure voice transcription https://help.mypurecloud.com/articles/configure-voice-transcription/
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34. Improved Native Voice Transcription Accuracy for Specific English Dialects
The native voice transcription engine has been updated to improve accuracy for English dialects (Australia, UK, US, South Africa). This results in higher quality transcripts for analytics and agent assistance.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud AI Experience
- Genesys Cloud EX
Read More:
- Genesys Cloud supported languages https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/
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35. Set Transcription Dialects at the Queue Level for Voice Interactions
Administrators can now define specific transcription dialects at the queue level. This ensures that calls routing to specific regional or language queues are transcribed using the correct dialect without requiring complex architectural changes.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
Read More:
- Configure voice transcription https://help.mypurecloud.com/articles/configure-voice-transcription/
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36. Analytics Agent Status API Routing Status and Presence Data Sort and Filter
The Analytics Agent Status API now supports filtering and sorting by routing status, presence, and out-of-office data. This enhancement gives supervisors and custom dashboard builders more precise real-time data on agent availability.
Licenses:
- All licenses include this feature.
Read More:
- Agents Status Summary view https://help.mypurecloud.com/articles/agents-status-summary-view/
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37. Answer Incoming Conversations Directly from Notifications
Agents can now answer or decline interactions directly from the browser or OS notification pop-up. This allows for quicker response times, especially when the agent is working in another window or application.
Licenses:
- All licenses include this feature.
Read More:
- Accept a call https://help.mypurecloud.com/articles/accept-a-call/
- About organization settings https://help.mypurecloud.com/articles/about-organization-settings/
- Enable actionable voice notifications https://help.mypurecloud.com/articles/enable-actionable-voice-notifications/
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38. Agent Copilot Trigger Events Subscription
Administrators can now subscribe to Agent Copilot trigger events via the Notifications API. This allows third-party systems to listen for Copilot suggestions and execute actions external to Genesys Cloud, enabling deeper integrations.
Licenses:
- Genesys Cloud Analytics Add-on (A3S)
- 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 AI Experience
Read More:
- Configure Genesys Agent Copilot rules https://help.mypurecloud.com/articles/configure-genesys-agent-copilot-rules/
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39. Custom Prompts in Advanced Summary Configurations
Administrators can now define custom prompts for Agent Copilot summaries. This feature allows for the creation of tailored summary instructions, ensuring the AI focuses on the specific details most relevant to the organization.
Licenses:
- Genesys Cloud 3
- Genesys Cloud AI Experience
Read More:
- Work with advanced custom summaries https://help.mypurecloud.com/articles/work-with-advanced-custom-summaries/
- Add and manage an AI Studio customizable summary https://help.mypurecloud.com/articles/add-and-manage-an-ai-studio-summary/
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40. CX Cloud from Genesys and Salesforce Integration Cloud-Based User Settings
User settings for the CX Cloud Salesforce integration are now stored in the cloud. This ensures that agent preferences persist across different browsers, devices, and sessions, providing a consistent user experience.
Licenses:
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read More:
- Release Notes for CX Cloud from Genesys and Salesforce https://help.mypurecloud.com/articles/release-notes-for-cx-cloud-from-genesys-and-salesforce/
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41. Generative AI Text-to-Speech (TTS) Integration
Support for Generative AI TTS engines (like AWS Polly Generative) has been added. Flow authors can now select these advanced voices to deliver more lifelike and natural speech experiences in IVRs and bots.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read More:
- About text-to-speech (TTS) engines https://help.mypurecloud.com/articles/about-text-to-speech-tts-engines/
- Select a TTS engine and voice for a flow https://help.mypurecloud.com/articles/select-a-tts-engine-and-voice-for-a-flow/
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42. Workforce Management Unavailable Times Flexible Scheduling
Agents can now submit requests for specific unavailable times (e.g., appointments) rather than just full days off. This adds flexibility to scheduling and helps supervisors accommodate partial-day absence requests more efficiently.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read More:
- Work with unavailable times https://help.mypurecloud.com/articles/work-with-unavailable-times/
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43. Workforce Management Business Units Increased Route Path Capacity
The limit for route paths per business unit in Workforce Management has been doubled to 2,000. This increase supports larger, more complex organizations with extensive routing logic and diverse skill groups.
Licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
Read More:
- Workforce management supported configuration https://help.mypurecloud.com/articles/workforce-management-supported-configuration/
- Manage planning groups https://help.mypurecloud.com/articles/manage-planning-groups/
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44. Improved Workforce Management Scheduling Constraints
New scheduling constraints allow for setting maximum start time variances across an entire planning period. This helps ensure schedule consistency for employees, preventing drastic shifts in start times from week to week.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read More:
- Work plan constraints https://help.mypurecloud.com/articles/work-plan-constraints/
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45. Updated Built-In Learning Modules Reflecting New Navigation
The built-in learning modules have been updated to reflect the new Genesys Cloud navigation interface. This ensures that new agents are trained on the current UI, reducing confusion and ramp-up time.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read More:
- About development and feedback https://help.mypurecloud.com/articles/about-development-and-feedback/
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46. Increase the Daily Automated Evaluation Limit
Administrators can now request an increase in the daily automated evaluation limit from 50 up to 200 per agent. This supports organizations with high-volume quality assurance needs, allowing for broader coverage of AI-scored interactions.
Licenses:
- 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
Read More:
- Agents Evaluation Detail view https://help.mypurecloud.com/articles/agents-evaluation-detail-view/
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47. Manage Agent Auto-Evaluation Scoring Rules Through Public APIs
New public APIs are available for managing Agent Auto-Evaluation scoring rules. Developers can now programmatically create, update, and manage these rules, facilitating automated configuration and large-scale rule management.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read More:
- AI scoring best practices https://help.mypurecloud.com/articles/ai-scoring-best-practices/
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48. Dynamic User Grouping with User Management Rules
A new Rule Builder allows for the creation of dynamic user groups based on criteria like skills or queues. These groups update automatically, streamlining the assignment of learning modules and management of user sets without manual intervention.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read More:
- Work with user association rules https://help.mypurecloud.com/articles/work-with-user-association-rules/
- Work with rule management https://help.mypurecloud.com/articles/work-with-rule-management/
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49. API Responses No Longer Include OAuth Client Secret
For enhanced security, OAuth client secrets are now only visible upon creation or regeneration. They will no longer be returned in API responses, reducing the risk of credential exposure. Administrators must save the secret immediately when generated.
Licenses:
- All licenses include this feature.
Read More:
- About OAuth scopes for applications https://help.mypurecloud.com/articles/about-oauth-scopes-for-applications/
- Removal of OAuth Client Secret from API responses https://help.mypurecloud.com/articles/removal-of-oauth-client-secret-from-api-responses/