New Features — May 2025

• 1. Automatic Role Assignment for Reactivated Users

  Genesys Cloud has introduced automatic role assignment for users who are reactivated. Previously, administrators had to manually assign roles to users who returned after being inactive or suspended. Now, upon reactivation, users automatically receive the default “employee” role, streamlining onboarding and reducing administrative overhead. This ensures immediate and correct access permissions without delays, enhancing productivity and operational efficiency.

  Licensing:

  • Included with all Genesys Cloud licenses.

• 2. Email Administration User Interface Enhancements

  Genesys Cloud has updated its email administration interface for improved usability. Administrators will notice a more intuitive design, enhanced layout, and simplified navigation for managing email domain configurations. These enhancements make email administration quicker and easier, particularly in environments that handle multiple domains or complex configurations, significantly improving the administrative experience.

  Licensing:

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

• 3. Retry Configuration for Unsuccessful Customer First Callbacks

  Genesys Cloud now enables administrators to define retry strategies for customer-first callbacks that initially fail. Administrators can set a specific number of retry attempts and define intervals between these attempts at the queue level. This feature significantly improves the likelihood of successful customer engagements by automatically managing retries, thus enhancing customer satisfaction and contact center effectiveness. It does not apply to scenarios involving answering machine detection.

  Licensing:

  • Included with all Genesys Cloud licenses.

• 4. Enhanced Voice Transcription Services (EVTS) Minutes for Agent Copilot

  Organizations using the Agent Copilot feature now have increased access to Enhanced Voice Transcription Services (EVTS). This expansion provides additional minutes dedicated to voice transcription, enabling more extensive support for real-time agent assistance and in-depth post-call analysis. With this update, agents benefit from enhanced accuracy and more comprehensive conversation analytics, directly impacting agent performance and customer experience.

  Licensing:

  • Available with Genesys Cloud CX 1 (WEM Add-on II) and Genesys Cloud CX 2 (WEM Add-on I).

• 5. Content-Based Search for Non-English Knowledge Base Articles

  Genesys Cloud has enhanced its knowledge base functionality by introducing content-based search capabilities for non-English languages. Users can now search more effectively across multilingual knowledge bases, as the improved search algorithm scans the entire article content, rather than relying solely on titles or tags. This improvement ensures users receive more relevant and comprehensive search results, enabling quicker problem resolution and increased knowledge base utilization.

  Licensing:

  • Included with all Genesys Cloud licenses.

• 6. Architect Help Panel

  Architect, the Genesys Cloud design tool, now features a context-sensitive help panel that automatically displays relevant assistance and resources. Users benefit from immediate access to targeted documentation, expression assistance, and help resources based on the context of their actions within Architect. This update significantly enhances user productivity by reducing the need to manually search external help documentation or training materials.

  Licensing:

  • Included with all Genesys Cloud licenses.

• 7. Enable Audio Selection with Screen Recordings in Playback

  Genesys Cloud introduces the ability for supervisors to select specific audio recordings when reviewing screen recordings. Previously, playback combined all audio streams automatically, limiting the ability to isolate specific conversations or audio sources. This new capability enables supervisors to precisely select and review particular audio channels alongside screen interactions, enhancing their ability to analyze agent performance, resolve customer issues, and conduct detailed coaching sessions.

  Licensing:

  • Available with Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3.

• 8. Deprecation: Analytics Transcripts Query Endpoint API

  The Analytics Transcripts Query Endpoint API (/api/v2/analytics/conversations/transcripts/query) is scheduled for deprecation. Customers currently utilizing this endpoint are encouraged to transition to alternative APIs or methods available within Genesys Cloud. The official deprecation date is June 5, 2025, providing sufficient time for transition and ensuring continuity in analytics and reporting functions. Organizations should plan accordingly to prevent service disruptions.

  Licensing:

  • Not applicable (API Deprecation notice).

• 9. Multi-Contextual Panels

  Genesys Cloud introduces multi-contextual panels, enabling users to simultaneously open and interact with multiple contextual views within a single session. This enhancement significantly improves user productivity by allowing parallel operations and quick switching between tasks without losing context. Users can manage multiple interactions, customer details, and various administrative tasks more effectively and efficiently within the Genesys Cloud interface.

  Licensing:

  • Included with all Genesys Cloud licenses.

• 10. Instagram Support for External Contacts Identity Resolution

  Genesys Cloud now supports Instagram as a channel for identity resolution within External Contacts. Users interacting through Instagram Direct Messages can be seamlessly identified and associated with existing external contacts records. This feature ensures consistent and personalized customer experiences by providing agents immediate visibility of historical interactions across all supported channels, including social media.

  Licensing:

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

• 11. Average Speed of Answer in Agent Performance Views

  Genesys Cloud enhances agent performance analytics by adding the “Average Speed of Answer” (ASA) metric directly into Agent Performance views. This metric provides supervisors and managers with deeper insights into individual agent responsiveness and call handling efficiency. Incorporating ASA helps teams better identify areas for improvement, monitor service level adherence, and enhance overall contact center performance through targeted coaching and support.

  Licensing:

  • Included with all Genesys Cloud licenses.

• 12. Synchronize ServiceNow Cases with Genesys Cloud Work Items

  Genesys Cloud now allows seamless synchronization between ServiceNow cases and Genesys Cloud work items. This integration ensures that when cases are created or updated in ServiceNow, corresponding work items within Genesys Cloud are automatically synchronized, providing consistent and up-to-date information across platforms. The feature streamlines cross-platform collaboration, reduces manual data entry, and enhances agent productivity by centralizing case management workflows.

  Licensing:

  • Requires Genesys Cloud for ServiceNow integration add-on.

• 13. AI Scoring Support for Consult Transfers

  Genesys Cloud enhances AI-based interaction scoring capabilities to now include consult transfers. Previously, consult transfers were excluded from automated evaluations. With this update, AI scoring accurately assesses agent performance during interactions that involve consultation with other agents or supervisors. Organizations benefit from comprehensive analytics, improving quality management processes, and ensuring consistently high-quality interactions across all types of calls.

  Licensing:

  • Requires Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3 WEM Add-on I, or Genesys Cloud CX 3 WEM Add-on II.

• 14. Quick Replies, Cards, and Carousels for Open Messaging

  Genesys Cloud enhances open messaging interactions by adding quick replies, cards, and carousel capabilities. These interactive messaging features help improve user engagement and facilitate more dynamic and intuitive customer experiences. Quick replies allow customers to easily select predefined responses, while cards and carousels offer visually appealing options to present products, services, and informational content effectively.

  Licensing:

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

• 15. Track and Manage Billing for Supervisor Copilot AI Features

  Genesys Cloud now provides comprehensive tracking and management tools for billing associated with Supervisor Copilot AI features. Administrators can easily view usage metrics, monitor AI utilization, and effectively control costs related to Supervisor Copilot, enhancing transparency and ensuring optimized usage of AI-powered supervisory support.

  Licensing:

  • Available with Genesys Cloud CX 2 WEM Add-on I and Genesys Cloud CX 3 WEM Add-on I or II licenses.

• 16. Improved Event List Organization for Enhanced Journey Building

  Journey orchestration in Genesys Cloud has been improved by optimizing event list organization, making it easier to navigate and manage events. Enhanced organization simplifies workflow creation, allowing journey builders to quickly identify, select, and utilize events within complex customer journey designs, significantly improving productivity and journey accuracy.

  Licensing:

  • Included with Genesys Cloud CX 2 and Genesys Cloud CX 3 licenses.

• 17. Event Card Editing and Visualization in Journey Canvas

  The journey canvas now supports direct event card editing and visualization. Journey designers can easily modify event details directly within the canvas, providing a more intuitive and efficient journey-building experience. The visualization enhancements help users clearly understand the impact of changes in real-time, accelerating the journey design process.

  Licensing:

  • Included with Genesys Cloud CX 2 and Genesys Cloud CX 3 licenses.

• 18. Multi-Org Campaign Management in CX Cloud from Genesys and Salesforce

  Genesys Cloud enhances cross-organizational campaign management capabilities between Genesys CX Cloud and Salesforce. Users can seamlessly manage and execute marketing and outreach campaigns spanning multiple organizations directly from Salesforce, ensuring unified customer interactions and simplifying administrative management of complex multi-org environments.

  Licensing:

  • Requires Genesys Cloud for Salesforce integration add-on.

• 19. Enhanced Recognition Failure Handling in Architect Digital Bot Flows

  Architect digital bot flows now feature improved handling of recognition failures, allowing bots to better manage misunderstood or unrecognized user inputs. Enhancements include configurable error handling, contextual retries, and smoother transitions, leading to more natural conversations and higher customer satisfaction in digital self-service interactions.

  Licensing:

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

• 20. BYOC Cloud TLS X.509 Certificates

  Bring Your Own Carrier (BYOC) Cloud deployments now support TLS encryption with custom X.509 certificates. This enhancement enables organizations to securely manage their voice communication services by utilizing certificates issued by their chosen certificate authorities, ensuring compliance with internal security standards and enhancing communication security.

  Licensing:

  • Available with Genesys Cloud BYOC Cloud licenses.

• 21. Shift Trades Across Weeks within Schedule to Improve Agent Flexibility

  Genesys Cloud scheduling functionality has been expanded to support shift trades across multiple weeks. Agents can now exchange shifts spanning different weeks, significantly increasing scheduling flexibility and helping to balance personal needs and organizational requirements. This feature supports better agent engagement and satisfaction.

  Licensing:

  • Included with Genesys Cloud CX 2 WEM Add-on I and Genesys Cloud CX 3 WEM Add-on I or II licenses.

• 22. Find Agent Search Field in Gamification Profiles

  Gamification profiles in Genesys Cloud now include a “Find Agent” search field. This functionality enables supervisors and team leaders to quickly locate specific agent profiles, review individual performance, and manage coaching efforts more effectively within the gamification dashboard.

  Licensing:

  • Included with Genesys Cloud CX 2 WEM Add-on I and Genesys Cloud CX 3 WEM Add-on I or II licenses.

• 23. Genesys Cloud Open Messaging Supports Custom Social Network Connectors

  Genesys Cloud Open Messaging now allows organizations to integrate custom social network connectors, enabling them to seamlessly support additional messaging channels not natively included in Genesys Cloud. This flexibility allows businesses to engage customers on emerging or specialized social platforms, enhancing their reach and customer engagement through personalized and consistent messaging experiences.

  Licensing:

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

• 24. Character Counter in Canned Responses Editor

  The canned responses editor within Genesys Cloud now includes a real-time character counter. Agents and administrators benefit from instant visibility of response length, ensuring compliance with messaging standards or platform-specific character limitations. This feature helps users craft concise, precise, and platform-appropriate responses, improving interaction quality and efficiency.

  Licensing:

  • Included with all Genesys Cloud licenses.

• 25. View Phrase Usage in Topic Editor

  Genesys Cloud’s Topic Editor has been enhanced to include phrase usage visibility, allowing content administrators to easily see how frequently specific phrases appear within topics. This added transparency facilitates improved management and refinement of topic-specific content, optimizing the quality and relevance of automated and agent-assisted interactions.

  Licensing:

  • Included with Genesys Cloud CX 2 WEM Add-on I and Genesys Cloud CX 3 WEM Add-on I or II licenses.

• 26. Configure Chat Message Editing Time Limits

  Genesys Cloud now allows administrators to configure specific time limits during which agents can edit chat messages after sending. By setting adjustable editing windows, organizations can maintain conversational integrity, adhere to regulatory compliance, and ensure timely, accurate customer communications.

  Licensing:

  • Included with all Genesys Cloud licenses.

• 27. Introducing the Webhook for Events Integration

  Genesys Cloud introduces a new Webhook for Events integration capability. This feature allows real-time event data from Genesys Cloud to be securely transmitted to external systems or services via webhook. Organizations benefit from improved automation, timely event-based workflows, and enhanced integration possibilities, facilitating seamless interaction between Genesys Cloud and other business applications or services.

  Licensing:

  • Included with all Genesys Cloud licenses.

• 28. Deprecation: Agent Assist AI Experience Tokens Provisioning

  Genesys Cloud announces the deprecation of provisioning for Agent Assist AI experience tokens. Users currently utilizing these tokens should transition to alternative methods for authenticating and accessing AI experiences. This change aims to streamline and standardize AI feature access and provisioning processes.

  Licensing:

  • Not applicable (Deprecation notice).

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  References: https://help.mypurecloud.com/2025/05/?post_type=releasenote