Genesys Cloud FedRAMP 区域 – 即将推出的功能
This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until December 8, 2025. The feature descriptions in the December 8, 2025 Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.
功能的可用性可能有所不同，并且取决于多种因素，包括但不限于区域准备情况、产品许可和 Genesys 发布时间表。 有关详细信息，请参阅Genesys Cloud 发布时间表。
Update to regional feature deployment schedule effective January 2026
Administrators can now prepare for an update to the Genesys Cloud regional feature deployment schedule, effective January 2026. To continue improving platform security, stability, and quality, Genesys Cloud will adjust the timing of regional feature releases. Currently, feature releases begin every Monday, with deployment staggered across regions and complete by Wednesday. Starting in January, the staggered deployment begins on Tuesday and completes on Friday, occurring during off hours in each local region. The automated feature toggle schedule begins at noon ET and activates the first regions at 1:00 a.m. local region time on Tuesday. This change helps improve the consistency and control of regional releases and provides additional time to validate updates before completion.
Messenger 对列表选择器的支持
管理员现在可以在 Genesys Messenger 中启用列表选择器支持，以便在对话期间为机器人参与者提供结构化的、引导式的选择。机器人作者可以直接在 Architect 数字机器人流程中配置列表选择器，使用户能够以直观的方式从预定义的列表中选择一个或多个选项。这项改进有助于简化客户互动，减少输入错误，并提高跨数字渠道的自助服务体验效率。
Agent greetings for ACD voice
Agents can now record a short greeting to be played by default for ACD calls. The greeting plays at the beginning of the call as soon as the connection is made. The greeting plays to both the agent and the customer. Agents can record or upload greetings, up to 15 seconds long, directly from the agent settings page in the Genesys Cloud desktop or web app. Administrators can create greetings as User Prompts in Architect, and then assign those greetings to one or more agents through the Genesys Cloud Public API. The system automatically selects the correct greeting based on the language of the call, ensuring customers hear a consistent and professional introduction in their preferred language. If no matching greeting is available, the default greeting or a tone plays instead.
No-cost digital user tracking
Administrators can now use digital user tracking, formerly called journey tracking, at no additional cost for Genesys AI Experience customers. This update removes event-based charges, allowing teams to capture web and mobile activity freely and make broader use of journey analytics and proactive engagement tools. Previously, event data used for digital tracking contributed to usage-based billing. With this change, organizations can collect richer digital interaction data without concern for variable costs. This helps improve visibility into customer behavior, supports more consistent journey analysis, and provides clearer billing expectations for teams that manage digital engagement. Digital user tracking continues to power features such as Journey Management and Predictive Engagement, and offering it at no cost helps administrators adopt these capabilities more confidently and with simpler operational planning.
Improved Messenger web tracking configuration
Administrators can now enable, configure, and deploy digital user tracking, formerly known as journey tracking, directly through Messenger. This update provides a streamlined setup experience and supports customized tracking behaviors for different web domains. The new tracking options in Messenger configurations allow administrators to define exclusions and tracking rules for individual domains or brands, including IP address exclusions, URL query parameter exclusions, URL fragment handling, and site search settings.
Enhanced social media escalation to the agent desktop
Customers can now escalate all social media posts and comments from their own pages and accounts directly to the agent desktop, even when those interactions do not contain predefined keywords. This enhancement gives administrators more control over which interactions reach agents, allowing them to choose whether to escalate all comments or only those matching keyword rules. By enabling proactive engagement beyond keyword-based routing, this update helps improve responsiveness, customer satisfaction, and overall operational efficiency.
Set transcription dialects at the queue level for voice interactions
Administrators can now configure the transcription dialect directly at the queue level. This update provides more precise transcription for calls routed through specific queues, especially useful in multi-lingual contact centers. Previously, transcription dialects could only be set in Architect call flows or defaulted from the language setting on the trunk (methods that may not be accessible to all administrators or applicable to outbound calls). With this change, administrators can manage transcription settings without needing to modify upstream configurations, helping improve transcription accuracy for analytics, automation, and compliance.
Analytics agent status API routing status and presence data sort and filter
Supervisors can now view, filter, and sort agent activity by presence, routing status, and out-of-office information through the analytics agent status API. This enhancement gives supervisors real-time visibility into agent availability and helps them make informed decisions about staffing and workforce deployment. With this update, the API supports filtering and sorting across presence, routing status, and out-of-office data, allowing more precise analysis of agent availability and activity within contact center dashboards.
Answer incoming conversations directly from notifications
Agents and business users can now answer or decline incoming conversations directly from an operating system or browser notification, even when the they minimize Genesys Cloud. This enhancement streamlines the workflow by reducing the number of steps required to respond to an interaction, enabling users to act more quickly and efficiently.
Agent Copilot trigger events subscription
Admins can now subscribe to Agent Copilot trigger events through the Notifications API. This capability enables Agent Copilot to signal when an action should occur in a third-party application. Genesys Agent Copilot now emits two event types: a suggestion action trigger event and a suggestion action result event. For each rule action, admins can configure Copilot to send a custom trigger event rather than execute the action directly. Third-party systems can listen for these events and perform the associated action within their own application. This enhancement helps organizations integrate Agent Copilot with external systems and use its AI-driven orchestration to initiate actions beyond Genesys Cloud.
高级摘要配置中的自定义提示
Administrators can now create custom prompts in advanced summary configurations within Agent Copilot. This feature allows administrators to define custom text to guide how Agent Copilot summarizes interactions between agents and customers. By tailoring prompts to business needs, administrators can help improve the clarity, structure, and relevance of automated summaries. Custom prompts can be tested against sample or pasted transcripts before publishing to confirm that the generated summaries align with organizational requirements.
代理间咨询和消息传递互动中的无缝转接
现在，客服人员可以在转接任务之前，通过即时通讯与其他客服人员发起内部咨询会话。这项改进使客服人员能够轻松共享信息和进行协调，从而改善协作，并为客户和客服人员提供更流畅的体验。通过允许代理商在完成转账前进行讨论和准备，这项更新有助于提高效率、改善首次联系解决率并提升整体客户满意度。
Workforce management unavailable times flexible scheduling
Agents can now specify their unavailable times to indicate when they cannot work, allowing schedules to better align with personal needs and commitments. Administrators and supervisors can use this information within workforce management to generate and adjust schedules that respect each agent’s availability while maintaining operational coverage. This enhancement supports compliance with regional labor practices and agreements, particularly in the Netherlands, Belgium, Luxembourg, and surrounding regions, where agent-declared availability must be treated as a hard constraint. Agents can visibly enter and confirm their availability, while schedulers use this data to create shifts that adhere to these limits and to manage exceptions in coordination with employees or worker councils when needed.
Updated built-in learning modules reflecting new navigation
Administrators, agents, and supervisors can now access refreshed built-in learning modules from Genesys Beyond that reflect the updated Genesys Cloud navigation. The updated modules include revised visuals, terminology, and instructions that align with the current interface, helping learners complete training with clarity and confidence. This update helps maintain consistency between the product experience and training content, reducing confusion, and improving learning continuity.
Increase the daily automated evaluation limit
Administrators can now request an increase to the daily evaluation limit per agent, raising it from the default 50 to as many as 200 evaluations per day. This update provides added flexibility for teams that need a higher volume of evaluations to support performance monitoring, quality assurance, or compliance work. Previously, the default limit applied uniformly. Now, administrators can adjust the limit based on changing operational needs, such as seasonal demand or expanded evaluation programs. This helps ensure that organizations collect the appropriate amount of evaluation data without requiring additional configuration or workflow changes.
Manage agent auto-evaluation scoring rules through public APIs
Administrators and developers can now use new public APIs to configure, manage, and automate Agent Auto-Evaluation scoring rules. The APIs support programmatic creation, updates, validation, and enablement of scoring rules, along with role-based access for Quality and STA administrators. This capability helps organizations scale configuration, maintain consistent evaluation standards, and manage rule changes more efficiently across the organization.
Dynamic user grouping with user management rules
Administrators and supervisors can now use the new Rule Builder feature within the User Rules page to create dynamic user groupings based on inclusion and exclusion criteria such as skills, queues, and management units. This capability allows expert users to quickly filter, manage, and perform bulk actions on specific user sets, improving efficiency and consistency across workflows. Rules are defined once and can be reused across multiple contexts, starting with learning modules and activity plans within workforce management, with additional integrations planned for future releases. By replacing manual filtering with reusable rule-based logic, the Rule Builder enhances flexibility, reduces repetitive setup, and ensures more accurate and scalable user management.
Workforce management business units increased route path capacity
Genesys Cloud workforce management now supports up to 2,000 route paths per business unit, doubling the previous limit of 1,000. This update helps large organizations manage more complex routing needs while maintaining system stability and performance. This enhancement includes architectural updates, UI adjustments, and backend improvements to ensure workforce management scales effectively for enterprise environments. With the expanded capacity, administrators can configure more route paths for scenarios such as skill-based routing, callbacks, and digital channels, supporting broader operational flexibility and planning needs.
Improved workforce management scheduling constraints
Workforce management administrators and schedulers can now use two new scheduling constraints that align with more complex labor rules and employee agreements. Schedulers can now set a maximum shift start time variance that applies across the entire planning period, rather than per week. This constraint helps maintain consistent start times for employees across multi-week or monthly schedules. For example, if the first shift of the planning period starts at 9:00 and the allowed variance is one hour, then assigned shifts during the planning period start between 8:00 a.m. and 10:00 a.m. A variance of 0:00 ensures that all shifts start at the same time. Schedulers can also set activity start times relative to the shift end time. This enhancement supports use cases where break placement must consider both the beginning and end of the shift, such as requiring a break a specific number of hours before the shift ends, which can improve flexibility for teams that use variable or flexible shifts. These updates administrators and schedulers generate automated schedules that better reflect regional labor laws and organizational policies.
过时 Genesys Cloud SSO 证书到期
On December 10, 2025, Genesys Cloud will update its single sign-on certificate ahead of the current certificate’s expiration on January 1, 2026. Genesys chose this date to minimize disruption during the holiday period. The new Genesys Signing certificate is available for download in the admin UI. If your organization uses signed authentication requests or the Single Logout feature, and your Identity Provider relies on the certificate to validate these requests, you need to update your Identity Provider with the new certificate on or after December 10, 2025. This update helps to ensure secure and uninterrupted single sign-on access in Genesys Cloud.
