Genesys Cloud – August 25, 2025

Administrators can now configure push services to notify mobile app users about new messages in existing conversations when they are offline. These notifications help users stay informed, re-engage with the business, and continue their interactions seamlessly. With this update, the Genesys Cloud platform sends push notifications to the user’s mobile device based on their notification preferences, whenever new messages arrive. This feature enhances the asynchronous nature of web messaging by helping ensure that users do not miss updates and can return to conversations at the right time, improving continuity in customer interactions. Administrators must enable and configure push services for mobile apps to support this functionality. User notification preferences also apply.

Administrators can now assign segments to external contacts, allowing segment data to persist for up to 30 days and be used for orchestration beyond a single web or mobile session. This update enables more flexible personalization and automation, even when the user is not actively engaged in a session. With this change, segment assignment can now occur independently of session activity. Administrators must update custom roles with the External Contacts > Segment Assignments permissions to ensure segmentation access.

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.

Genesys Cloud now supports Filipino Philippines (fil), Indonesian Indonesia (id), Malay Malaysia (ms), Romanian Romania (ro), and Spanish Spain (es-es) in the Messenger window.

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.

Interaction category creation is now available for Korean Korea (ko-KR), and Japanese Japan (jp-JP) languages.

Programs, topics, and phrases support is now available for Korean Korea (ko-KR), and Japanese Japan (jp-JP).

Genesys Cloud users can now see more detailed information for group calls in Call History. When a group ring call is answered by another group member, it no longer appears as a missed call. Instead, a new details section shows who answered the call, whether the call was missed, or whether it went to voicemail. Previously, group calls answered by another member appeared as missed calls for all group members. With this update, calls answered by someone in the group display as completed calls, and users can expand the entry to see details such as who answered or if the call rolled to voicemail. This enhancement gives users better context in Call History, helping to reduce false missed call notifications and improving clarity for group interactions.

Administrators can now enable Unified Experience for agents that use ServiceNow IT Services Management (ITSM) workspaces. Agents can use native ServiceNow voice controls to take and make Genesys Cloud Voice calls, manage presence, and access embedded WEM tools directly within their ITSM environment. This update helps support back office and technical teams who use ServiceNow ITSM by allowing them to manage customer and employee interactions without switching tools. 

Administrators can now configure alerts in Analytics for events that occur in the Operational Console. Configuring alerts improves event monitoring and enables quicker responses to operational issues.

Administrators can now choose from a wider range of options when scheduling coaching or learning sessions. A new algorithm highlights optimal time slots that align with workforce management service goals, while also allowing administrators to define custom time ranges when searching for available appointments. This update helps administrators better fit coaching and learning sessions into times that work for agents and facilitators, while still benefiting from system-recommended optimal slots.