Genesys Cloud FedRAMP Region – Features coming soon

Administrators can now gain a complete view of outbound campaign performance statistics directly within the Campaign Performance view. The enhancement appends key metrics, including Dialing Mode, Connect Rate, Progress, Idle Agents, Effective Idle Agents, Adjusted Calls per Agent, Outstanding Calls, Scheduled Calls, Outbound Lines, and Right Party Contact (RPC) counts and percentages (Success, Neutral, Failure), to provide a holistic perspective on campaign performance. With this update, those metrics are now consistently available in both views, ensuring administrators can easily monitor, analyze, and track outbound campaigns from a single location. This enhancement streamlines performance monitoring and reduces the need to switch between dashboards. No additional configuration is required. The new statistics automatically appear in the Campaign Performance view for all administrators with access.

Administrators can now configure authenticated session duration (TTL) to support seamless mobile sign-in experiences. This enhancement reduces sign-in friction for customers while ensuring alignment with enterprise security policies. With this update, Genesys authenticated messaging now respects the configured TTL across both web and mobile platforms.

Supervisors and administrators can now use the Messages and Media columns in Analytics Performance views, including Agents Interactions Detail, Campaign Interactions Detail, Interactions, My Interactions, and Queues Interactions Detail. These columns display the total inbound and outbound counts for all message exchanges between end-customers and agents. This enhancement provides greater visibility into customer interactions across channels.

Genesys Cloud now enhances the /api/v2/analytics/transcripts/aggregates/query endpoint to allow supervisors and analysts to filter results by category ID. This enhancement provides more precise and targeted analytics based on user-defined categories. With this enhancement, supervisors and analysts gain greater flexibility and granularity when analyzing customer interactions, unlocking deeper insights through speech and text analytics.

Administrators can now configure process automation to trigger workflows based on speech and text analytics results, including specific topics, sentiment scores, or empathy indicators. This enhancement helps organizations take timely action after calls, such as initiating alerts or follow-up processes when certain conditions are detected in a conversation.

Genesys Cloud users can now create links to video sessions within Genesys Cloud group chat rooms. Also, users can share these links with other users or include them in calendar invites, making it easy to join video meetings directly from Genesys Cloud. When users click the link, for example, from Outlook, the web application starts. Future enhancements include support for launching the native desktop application.

Administrators can now configure Genesys Cloud Background Assistant (GCBA) to communicate with the Genesys Cloud web application through Microsoft Native Messaging enabled by a Microsoft Edge browser extension. This option helps organizations meet regulatory security requirements by reducing the need to use self-signed certificates and provides a secure method for capturing agent screen recordings.

On January 31, 2026, Genesys Cloud will deprecate and remove the agent assistance chat room from the UI.