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New Features — March 2026

  • 1. Workitem Expiry Date Milestones in Work Automation

    Administrators can now set and update expiry dates for workitems. This allows Work Automation flows to trigger specific actions or follow-up tasks once a workitem reaches its defined deadline, supporting more complex lifecycle management. Licenses:

    • Work Automation Add-on

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  • 2. Contact Management UI Enhancements

    The Contact Management interface has been updated with a modern design and improved accessibility features. These changes provide a more intuitive experience for agents managing external contacts and organizations. Licenses:

    • All licenses include this feature.

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  • 3. Precise Dialing Mode for Progressive Campaigns

    A new “Precise Dialing” mode is available for progressive outbound campaigns. This mode reserves an agent before the call is placed, ensuring an agent is always available when a customer answers, which helps organizations stay compliant with abandonment rate regulations. Licenses:

    • Genesys Cloud 1

    • Genesys Cloud 2

    • Genesys Cloud 3

    • Genesys Cloud 4

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  • 4. Single Customer View: Cases, Tasks, and Workitems

    The Customer Journey panel now supports the display of cases and workitems. Agents can see the relationship between interactions and open cases, associate new conversations with existing cases, and drill into case details for better context. Licenses:

    • Work Automation Add-on

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  • 5. Enhanced Metrics for BYOC Premises Edge and Trunks

    Telephony administrators have access to new metric displays for monitoring the status of BYOC Premises edges and trunks. These updates provide clearer visibility into trunk performance and support the transition to the new Call Session Service. Licenses:

    • All licenses include this feature.

    Read More:

  • 6. Snippet Recording for ACD Calls

    Agents can now manually trigger “snippet” recordings to capture specific parts of a call for compliance or training purposes. These recordings are handled separately from full-call policies, giving administrators distinct control over their lifecycle and access. Licenses:

    • Genesys Cloud 1

    • Genesys Cloud 2

    • Genesys Cloud 3

    • Genesys Cloud 4

    Read More:

  • 7. New Consumption Model for Work Automation

    Work automation has transitioned from an add-on license to a consumption-based commercial model. This allows organizations to pay for the tasks and workitems they actually use, making it easier to scale process automation across the customer lifecycle. Licenses:

    • Work Automation Add-on

    Read More:

  • 8. Introduction of Case Management

    Genesys Cloud now includes built-in Case Management. Administrators can configure multi-stage cases to track complex customer requests that require cross-team collaboration. Agents can manage these cases directly, and supervisors can monitor progression and SLA performance. Licenses:

    • Work Automation Add-on

    Read More:

  • 9. Message Parking

    Agents can now “park” active messaging conversations (SMS, Web Messaging, Social DMs) for up to 7 days. This allows agents to pause interactions that are waiting on customer action without them counting against active utilization or average handle time. Licenses:

    • Genesys Cloud 2

    • Genesys Cloud 2 Digital

    • Genesys Cloud 3

    • Genesys Cloud 3 Digital

    • Genesys Cloud 4

    Read More:

  • 10. Support for Poly Trio C60 and Edge B Series Managed Phones

    Genesys Cloud now supports the Poly Trio C60 conference phone and the Poly/HP Edge B Series hardware as managed phones. Administrators can use the native provisioning service to register and manage these devices. Licenses:

    • All licenses include this feature.

    Read More:

  • 11. WhatsApp Interactive Rich Link Messages

    Bot authors can now configure rich link messages for WhatsApp, which include interactive URL buttons (CTAs). Agents can also send messages that generate a link preview, creating a more engaging and professional messaging experience for customers. 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:

  • 12. Content Exploration View

    A new Content Exploration view allows analysts to visualize transcript data using empathy scores, sentiment trends, and keywords. This tool helps identify root causes of customer issues and trends in agent performance through real-time filtering of interaction counts. 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:

  • 13. Topic Miner Support for Nordic Languages

    Topic miner is now available for Danish, Finnish, Norwegian, and Swedish. This enables organizations in the Nordic regions to mine their interaction data for emerging topics and trends across all media types. 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:

  • 14. Minimum Coverage Option for Schedule Generation

    Workforce Management now includes a “minimum coverage” setting. This ensures that generated schedules meet base staffing levels required to keep the business open, even during periods where forecasted demand is low. Licenses:

    • Genesys Cloud 1 WEM Add-on II

    • Genesys Cloud 2 WEM Add-on I

    • Genesys Cloud 3

    • Genesys Cloud 3 Digital

    • Genesys Cloud 4

    • Genesys Cloud EX

    Read More:

  • 15. Outbound Voice Campaign Diagnostics

    A new diagnostics window in the voice campaigns view provides real-time health data for outbound campaigns. Administrators can quickly identify configuration or system issues affecting contact rates and campaign efficiency. Licenses:

    • Genesys Cloud 1

    • Genesys Cloud 2

    • Genesys Cloud 3

    • Genesys Cloud 4

    Read More:

  • 16. Filter Knowledge Portal by Labels

    Knowledge portals can now be configured to display only articles that match specific labels. This allows authors to reuse a single knowledge base across multiple customer-facing portals while only showing the content relevant to each specific portal. Licenses:

    • Genesys Cloud 1 Digital Add-on II

    • Genesys Cloud 2

    • Genesys Cloud 2 Digital

    • Genesys Cloud 3

    • Genesys Cloud 3 Digital

    • Genesys Cloud AI Experience

    Read More:

  • 17. Bot Transcription Connector (BYOT ASR)

    Administrators can now integrate third-party Automatic Speech Recognition (ASR) engines into bot flows. This “Bring Your Own Technology” approach allows for better recognition of specific regional accents, languages, or industry-specific terminology. 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 AI Experience

    Read More:

  • 18. Secure Pause for All Call Types

    Secure pause is no longer restricted to ACD calls. Agents can now use secure pause on direct inbound calls, outbound calls, and campaign callbacks to protect sensitive customer data like credit card numbers during recording. Licenses:

    • Genesys Cloud 1

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  • 19. Decision Rules Priority Setting

    Administrators can now manually reorder and set the priority of rules within a decision table. This provides direct control over which logic is evaluated first, making it easier to maintain complex routing and business rules. Licenses:

    • Genesys Cloud 1

    • Genesys Cloud 2

    • Genesys Cloud 3

    • Genesys Cloud 4

    Read More:

  • 20. Average Alert Time Metric for Gamification

    A new “Average Alert Time” metric has been added to agent scorecards. This measures how long interactions ring before being accepted or declined, helping supervisors identify response patterns and provide targeted coaching. Licenses:

    • Genesys Cloud 1 WEM Add-on II

    • Genesys Cloud 2 WEM Add-on I

    • Genesys Cloud 3

    • Genesys Cloud 3 Digital

    • Genesys Cloud 4

    • Genesys Cloud EX

    Read More:

  • 21. View Evaluation Scores in Interaction Quality Summary

    Supervisors can now view evaluation types and scores directly from the Quality summary table in the interaction detail view. This eliminates the need to open individual evaluations to see performance results and the name of the evaluated agent. Licenses:

    • Genesys Cloud 1 WEM Add-on II

    • Genesys Cloud 2 WEM Add-on I

    • Genesys Cloud 3

    • Genesys Cloud 3 Digital

    • Genesys Cloud 4

    Read More:

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