New Features — October 2025
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1. Streamlined Navigation and Updated Information Architecture
Genesys Cloud is rolling out a redesigned navigation system with a cleaner structure and improved menu hierarchy to make it easier for users to find what they need. While no product features are being added or removed, the interface is now more intuitive, with a unified global menu, repositioned top-bar elements, enhanced global search (now including menu items), and simplified access to features like video chat and main stage apps.
Licenses:
- Collaborate
- Communicate
- 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
- Work Automation Add-on
Read More:
Explore the Genesys Cloud interface -
2. Extended Data Retrieval in Analytics Conversation Detail Jobs API
Genesys Cloud now allows analytics teams to retrieve conversation data older than five years through the Conversation Detail Jobs API, removing previous limitations and enabling organizations with long-term compliance or auditing needs to access historical interactions. This ensures more complete reporting, better visibility into legacy data, and improved bulk retrieval performance.
Licenses:
- All licenses include this feature.
Read More:
Retention period for analytics data and recording,
Interactions view -
3. Enhanced Outbound Performance for BYOC Cloud
The BYOC Cloud voice platform now supports higher outbound throughput, modernized network endpoints, and additional platform hardening for improved reliability and scalability. These updates prepare customers for future telephony architecture enhancements and ensure smoother operations on the cloud voice platform.
Licenses:
- All licenses include this feature
Read More:
Enable the Dynamic Cloud Voice Platform -
4. Workforce Management Overrides for Time-Off Plan Dates
Description: Workforce management admins can now mark certain days as blocked to stop automatic approvals or prevent agents from submitting time-off requests during key operational periods. This offers increased scheduling control during peak seasons or critical business moments.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
- Genesys Cloud EX
Read More:
Navigate the Time-Off Plans page
Add a Time-Off Plan
Navigate the Time-Off Requests page -
5. Use the Same Email Domain Across Multiple Orgs
Description: Administrators can now configure the same email domain across multiple Genesys Cloud organizations when using IMAP with SMTP or Microsoft Graph integrations. This is especially useful for enterprises operating multiple regions or brands under a shared domain structure. (Not supported for SES.)
Licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read More:
Register your domain and redirect inbound messages -
6. Segment and Web Outcome Event Analysis in Journey Management
Description: Journey Management can now incorporate segment and web outcome events from Genesys Predictive Engagement. Analysts get a deeper view of how customer segments and pre-interaction behaviors influence conversions, effort, and CX outcomes, enabling more informed 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:
Events in Journey Management
Web Events in Journey Management -
7. Enhanced Accessibility Options in Scripts
Description: Script authors can now add accessibility metadata to script components, enabling better screen reader support and improved usability for users who rely on assistive technologies. This enhancement helps organizations build more inclusive and compliant scripting experiences.
Licenses:
- 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
- Genesys Cloud EX
Read More:
Scripting Concepts -
8. Unified Experience & ServiceNow – Outbound Calls on Behalf of a Queue
Description: Agents working through the Unified Experience integration with ServiceNow can now place outbound calls on behalf of queues. This improves ANI consistency, analytics accuracy, and adherence to recording and quality policies.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read More:
Call on Behalf of Queue -
9. Map Participant Data to ServiceNow Interaction Fields
Description: Unified Experience now allows administrators to map participant data—captured from flows, bots, or virtual agents—directly into ServiceNow interaction fields. This helps agents personalize interactions and reduces unnecessary customer questions.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read More:
Configure Attribute Mapping -
10. Preview Guides for Virtual Agents in AI Studio
Description: Admins can now test and refine guides within AI Studio without having to configure a corresponding Architect flow, making virtual agent development faster and more efficient.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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11. Virtual Agents Can Generate Answers from Multiple Knowledge Sources
Description: Knowledge bases can now produce dynamic answers by drawing from multiple relevant articles instead of just the highest-ranking one. This enables more accurate, context-rich responses and reduces manual content authoring.
Licenses:
- Genesys Cloud AI Experience
Read More:
Add Knowledge to Your Bot Flow -
12. Workforce Management Block Scheduling
Description: Admins can design schedules with dedicated work blocks tied to specific activity codes. This ensures agents are scheduled for the right types of work at the right times, improving accuracy of service levels, occupancy, and ASA metrics.
Licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
- Genesys Cloud EX
Read More:
Block Scheduling Overview
Add an Activity Code
Customize Schedule Display Options -
13. Adherence & Activity Code Mapping Enhancements
Description: Admins can now map a secondary status to multiple activity codes and selectively ignore specific activity codes (not just categories) for adherence calculations. This adds precision and reduces false adherence violations.
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:
Add an Activity Code
Add a Management Unit -
14. Architect Workflows Triggered by Outlook Calendar Events
Description: Architect workflows can now automatically trigger when a user’s Outlook Calendar events start or end. This improves presence accuracy and streamlines automation for users linked via the Microsoft Teams integration.
Licenses:
- All licenses include this feature
Read More:
Overview of Triggers -
15. String List Attribute Support in Rule-Based Decisions
Description: Rule authors can now use string list attributes to simplify decision table design, reduce redundancy, and better handle multi-value conditions. List inputs can also be passed directly into decision table calls within flows.
Licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Read More:
Rule schemas
Decision tables -
16. Deprecation: BYOC Premises – Customer VM Solution
Description: Genesys Cloud has removed support for deploying the BYOC Premises Customer VM Solution. Organizations are encouraged to migrate to Genesys Cloud Voice or BYOC Cloud for continued support and long-term stability.
Licenses:
- All licenses include this feature
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17. Deprecation: Windows 10 Support for GCBA
Description: With Microsoft discontinuing Windows 10 support, future versions of the Genesys Cloud Background Assistant (GCBA) will no longer guarantee reliability on Windows 10. Customers are advised to upgrade to Windows 11 for full support.
Licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 1 Digital WEM Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX 4
Read More:
Deprecation Windows 10 Support for GCBA -
18. Deprecation: Windows 10 Support for the Desktop App
Description: Microsoft’s end of support for Windows 10 affects the Genesys Cloud desktop app as well. While the app still functions, Genesys recommends upgrading to Windows 11 to maintain optimal performance and security.
Licenses:
- All licenses include this feature
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19. Team Schedule View for Agents
Description: Agents can now view a read-only version of their team’s schedule to see colleague availability, upcoming shifts, and potential swap opportunities. Admins control visibility at the management unit level to ensure proper access.
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:
About Workforce Management for Agents
Team Schedule View
My Schedule View -
20. Genesys Cloud SSO Certificate Expiry Update
Description: Genesys Cloud will update its SSO certificate on December 10, 2025, ahead of the January 1, 2026 expiration. Organizations using signed authentication requests or Single Logout must upload the new certificate within the required timeframe to ensure uninterrupted access.
Licenses:
- All licenses include this feature
Read More:
SSO Certificate Expiry Update