Genesys Cloud – Features coming soon

Administrators can now provision and use alphanumeric Sender IDs for outbound SMS communications in Genesys Cloud. Organizations can use branded sender names, where supported, for one-way messaging to customers. Alphanumeric Sender IDs are available for new, existing, and migrating customers, providing an additional option for outbound messaging in regions where this format is supported.

Supervisors and administrators can now view a complete, human-readable history of each workitem directly in Genesys Cloud, including who changed what and when across attributes like status, priority, assignee, queue, due dates, custom attributes, and more. This reduces reliance on direct API calls, improves auditability and root-cause analysis, and increases confidence in Work Automation for enterprise and regulated use cases.

Administrators can now give Journey Management users access to a Copilot panel and expandable charts in the updated Journey Management interface. The refreshed UI aligns with the new Genesys Cloud visual style, including updated colors, headers, and navigation. Users can open a Copilot panel on the right side of the canvas (in regions where Copilot is available) to use Copilot skills in context, and expand the chart panel to view analytics more clearly or compare charts side by side. These changes help users interpret data more easily and get in-product guidance without leaving Journey Management.

Genesys Cloud now publishes segment-level conversation events to AWS EventBridge from the Analytics Detail Events (v2.detail.events.agent.{id}.state) topic. These events provide visibility into agent segment activity, including holds, alerts, transfers, and after-call work (ACW), in addition to existing conversation, participant, and session events.

Administrators can now define and manage custom conversation attribute schemas directly in Genesys Cloud using a new, user-friendly interface. This feature enables creation, editing, and organization of up to 50 schemas with 50 attributes each, supporting a range of data types. The new UI reduces reliance on APIs, helps ensure data consistency, and allows schema management through either the interface or existing APIs.

Administrators can now opt in to use the latest generative AI models for Agent Copilot summary generation as soon as they become available. This feature provides greater control over model adoption, enabling organizations to take advantage of new summarization technologies on their own timeline.

Administrators can now use Copilot to complete complex, multi-step user management workflows in Genesys Cloud through a conversational interface. This enhancement enables tasks such as creating users, assigning devices, updating permissions, and configuring skills to be performed in a single guided flow, reducing context switching and manual effort. This update helps improve onboarding speed, operational consistency, and reduces the risk of configuration errors by bundling related actions into one streamlined process.

Administrators, supervisors, and agents can now use Genesys Cloud Copilot to receive contextual guidance and complete tasks through conversational AI. Copilot provides role-based assistance within the Genesys Cloud UI, including skills such as knowledge surfacing from the Resource Center and support for common administrative tasks. This release introduces the core Genesys Cloud Copilot capabilities, helping users work more efficiently and access relevant information directly within their workflow.

Supervisors and administrators can now use the WFM Time Off Assistant AI agent to list, approve, and reject pending time off requests, as well as view limits and balances for agents within Genesys Cloud. This AI-driven feature streamlines time off management by enabling conversational interactions and automating common tasks. The assistant is designed to securely handle sensitive employee data.

Supervisors can now use the Agent Recognition Assistant AI Agent to quickly create and retrieve recognitions for agents using conversational prompts, without navigating multiple UI screens. This feature leverages the Employee Engagement – Recognitions API to streamline recognition workflows, standardize entries, and provide inline validation and confirmation. The assistant helps reduce clicks and context switching, making it easier to acknowledge agent achievements and reference prior recognitions during coaching or 1:1 sessions.

Supervisors and administrators can now use the Work Teams Assistant AI Agent to create, search, edit, and manage work teams using natural language commands. Users can add or move team members and update team details through the assistant interface. Guided validations and confirmations are included during team management actions.

Genesys Cloud Copilot users can now see suggested actions on the initial Genesys Cloud Copilot screen that highlight common tasks they can complete with Copilot. These actions help reduce guesswork for new and existing users and make it easier to get started with operational and configuration tasks. Users can also use a close button to minimize the Genesys Cloud Copilot panel. This change makes hiding Copilot more intuitive and keeps the experience consistent with other panels in the Genesys Cloud UI.

Genesys Cloud now includes an AI-powered audit assistant that enables administrators to investigate configuration and CRUD-related changes using natural language queries. Instead of manually reviewing audit logs, users can ask questions such as who made a change, what was modified, and when it occurred. The assistant retrieves and filters audit events from the past 14 days and summarizes results in clear, conversational responses. It also helps identify related or high-impact changes by grouping events and highlighting key details. Available through Genesys Cloud Copilot, this AI agent allows admins to access audit insights directly within the Copilot panel, improving audit efficiency and supporting compliance efforts.

Administrators and supervisors can now use Copilot to receive real-time, step-by-step guidance for common configuration and management tasks in Genesys Cloud. Copilot provides context-aware instructions based on Resource Center knowledge, helping users set up users, manage permissions, configure queues, and monitor performance directly within the product. This enhancement streamlines complex workflows, reduces time spent searching for documentation, and helps improve task accuracy.

Administrators can now view Agent Copilot Performance dashboard metrics that reflect only agents with Agent Copilot assigned when filtering by queue. Metrics are calculated based on whether agents have Agent Copilot enabled, allowing accurate comparison between agents with and without Agent Copilot. UI messaging and tooltips have also been updated to clarify the purpose of the Queue and Comparison Queue selections.

Genesys Cloud users can now see an updated connection indicator in the navigation bar that displays WebRTC connectivity, phone selection, and call status using color-coded icons. The indicator reflects states such as active calls, forwarded status, and offline availability. This update makes it easier to understand call readiness at a glance and reduces visual distraction compared to the previous animation.

Administrators can now track how customers enter data—by speech (ASR) or DTMF—in Architect call and bot flows using a new flow variable. This update provides better visibility into input methods and helps teams identify when speech is not recognized, as well as how often customers retry or switch between input modes. The new variable is available for use in real-time flow logic. This enhancement helps improve bot and menu tuning, supports data-driven design decisions, and reduces blind spots in understanding customer interactions.