Genesys Cloud – March 30, 2026

Administrators can now set and update a workitem expiry date throughout the workitem lifecycle. Work Automation flows can reference the expiry date in date-based automations to trigger actions when a workitem reaches the configured time. Administrators and developers can update the expiry date during processing to support recurring actions or scheduled follow-up automation.

Genesys Cloud improved the Contact Management interface. This update includes a refreshed, modern look and improves accessibility for a consistent, agent-friendly experience across the platform.

Campaign administrators can now enable Precise Dialing mode for progressive outbound campaigns, which reserves an agent for each call placed. This helps to ensure that agents are not pulled away for inbound calls during outbound attempts, reducing abandoned calls and supporting compliance with legal abandonment thresholds. Administrators can opt in to use this feature on selected campaigns.

Agents can now view cases directly in the Customer Journey panel in Genesys Cloud. Agents can associate conversations with one or more cases, update or correct case assignments, and see all linkages between conversations and cases with clear visual indicators and drill-in details. This feature is available with the Case Management add-on.

Telephony administrators can now monitor BYOC Premises edge and trunk status more effectively with new, enhanced metric displays. These updates support upcoming changes introduced by Call Session Service, which modifies how trunk status and metrics operate and removes the concept of individual trunk instances. The revised metrics provide clearer detail and a more accurate view of trunk performance in environments using Call Session Service.

Administrators can now use an increased out-of-the-box query limit and view a counter for concurrent queries in Journey Management. The query limit has increased from 15 to 25, and the new counter provides visibility into concurrent query usage. This update does not change how journeys are defined or affect analyses already in progress.

Administrators and developers can now configure the Genesys Cloud Web Tracking and Mobile Tracking SDKs to capture additional customer identifiers, such as customer IDs. Genesys Cloud uses these identifiers to perform identity resolution across web, mobile, and other channels. Administrators can also enable automerge for contacts identified in web and mobile app events.

Administrators can now integrate Genesys Cloud with Microsoft Teams telephony without managing an independent session border controller (SBC). This enhancement enables Genesys Cloud trunks to connect directly with Microsoft Teams Direct Routing trunks, simplifying deployment, and reducing infrastructure dependencies. By removing the need for a third-party SBC, administrators can streamline configuration, improve reliability, and maintain secure voice communication between Genesys Cloud and Microsoft Teams.

Agents can now handle Genesys Cloud digital messaging interactions, including web messaging, SMS, and social messaging, directly within the ServiceNow Unified Experience workspace. This update expands Unified Experience to support Genesys Cloud digital messaging channels.

The Call Agentic Virtual Agent action in Architect now supports output variables, enabling flows to use structured data returned from the agent. This enhancement allows more informed routing and decision-making, such as directing interactions to the appropriate queue or triggering secure flows based on Agentic Virtual Agent outcomes.

AI Studio now supports creating and managing Large Action Model (LAM)–powered Agentic Virtual Agents, which can be deployed in Architect-enabled flows. These agents use configured tools and knowledge to perform actions and determine next steps based on conversation context. AI Studio provides a no-code interface to define available actions and knowledge sources, enabling teams to build flexible, action-oriented virtual agents within controlled boundaries.

Bot flows now support configurable voice processing prompts, short audio cues that play while the system processes a user’s request. Bot authors can upload custom prompts or use a default option, and control when the prompt starts, its duration, and whether it loops until a response is ready. This enhancement improves the voice experience by reducing perceived wait times and clarifying pauses during virtual agent conversations.

Analytics data aggregates in the Genesys Cloud Notifications Service now support 15-minute interval updates. This enhancement maintains full support for existing 30-minute interval aggregates, which remain available for continued use and added flexibility. The notification structure aligns with the current 30-minute format to promote consistency and ease of integration.

Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances. Snippet recordings are a separate category of recordings from policy-based recordings, with distinct administrative configuration and permissions for lifecycle and access control. This feature helps organizations meet regulatory requirements and provides greater flexibility in call recording management.