Genesys Cloud – Funktionen in Kürze verfügbar
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until January 19, 2026. The feature descriptions in the January 19, 2026 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
Die Verfügbarkeit der Funktionen kann unterschiedlich sein und hängt unter anderem von folgenden Faktoren ab: Bereitschaft in der jeweiligen Region, Produktlizenzierung und Veröffentlichungszeitplan von Genesys. Weitere Informationen finden Sie im Veröffentlichungszeitplan für Genesys Cloud .
Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
Users can now access the Genesys Cloud Resource Center at the new help.genesys.cloud address. Genesys updates all in-product contextual help and browser pop-out links that previously referenced help.mypurecloud.com so that users see a consistent brand experience when they open operational and technical product information. This change supports the refreshed Genesys Cloud Resource Center, which provides a faster, more intuitive, and more accessible experience. The updated site aligns with the current Genesys visual identity, offers streamlined navigation with a sidebar table of contents, highlights video content with links to related articles, expands language support for global users, and improves responsive behavior on different screen sizes. Existing bookmarks to the Resource Center automatically redirect to the new site, but users may want to update bookmarks and internal links for direct access.
BYOC-Standortgeräte in der Listenansicht der Endgeräte
Administrators can now view only BYOC Premises Edge devices in the Digital and Telephony > Telephony > Premises Edges > Edges list view. Cloud media instances no longer appear in this view, which helps administrators focus on relevant edge devices specific to their environment. This update also introduces visibility into concurrent call capacity and calls per-second limits for each organization, providing clearer insight into telephony performance and capacity. This enhancement helps administrators manage their telephony configuration more effectively and with greater confidence.
Mobile Messenger support for markdown formatting
Administrators can now configure Mobile Messenger to display messages with markdown-based rich text formatting. With this update, messages from bots, agents, and virtual agents can include formatting such as bold, italic, hyperlinks, and lists. This helps improve readability on mobile devices, makes instructions and knowledge content easier to follow, and supports more structured in-app scenarios like onboarding, troubleshooting steps, and transactional updates. It also helps to ensure a more consistent messaging experience for customers across web and mobile channels.
Social direct messages, social post injections, and social post responses allowance increase per AI token
Genesys increased the token allowance for social direct messages, social post ingestions per channel, and outbound social post responses to 400 per AI token.
Create rules based on workitem creation date
Administrators can now configure date-based automation rules that trigger a specified delay after a workitem’s creation. This update increases the maximum delay for these rules from 4 days to 30 days and allows more rules per worktype, giving admins greater flexibility to schedule follow-up actions and reminders. These enhancements help improve workflow timing and alignment with SLAs and onboarding processes.
Domain-Zulassungsliste für E-Mails
Administratoren können nun Domain-Zulassungslisten erstellen und verwalten, um zu steuern, welche ausgehenden E-Mail-Domains Agenten verwenden dürfen. Diese Sicherheitseinstellung hilft Organisationen dabei, die E-Mail-Empfänger auf genehmigte Domänen zu beschränken und so das Risiko von Datenverlust und unautorisierter Kommunikation zu verringern. Agenten können neue E-Mails nur an Adressen innerhalb der definierten Domänenliste senden, unabhängig davon, ob sie die E-Mails direkt von der Plattform oder über eine API-Integration versenden. Diese Erweiterung bietet Administratoren und Geschäftsführern die Möglichkeit, die E-Mail-Nutzung mit den Sicherheitsrichtlinien des Unternehmens in Einklang zu bringen und gleichzeitig die operative Flexibilität zu wahren. Durch die Verwaltung zulässiger Domains auf Konfigurationsebene können Organisationen dazu beitragen, eine sichere und regelkonforme Nutzung des E-Mail-Kanals zu gewährleisten, ohne die Arbeitsabläufe der Agenten zu stören.
Summaries for consult transfers for Agent Copilot
Administrators can now enable AI-generated summaries for consult transfers in Agent Copilot. This feature ensures that after a consult transfer, both the original agent and the receiving agent receive a summary of the first part of the conversation, so each has clear context for their part of the interaction. This enhancement helps to improve efficiency and continuity by giving the receiving agent quick insight into the customer’s query and helping the original agent complete after-call work faster.
CX Cloud in Salesforce after-call work component
Administrators can now embed the Genesys Cloud after-call work (ACW) component in CX Cloud record pages and in the utility bar. The ACW component displays Agent Copilot suggestions for wrap-up codes, AI-generated summaries, and visual timers for boxed and discretionary after-call work time. This feature helps agents complete after-call work more quickly and consistently while keeping existing ACW workflows in CX Cloud aligned with the standard Genesys Cloud desktop experience.
API to List Past Recognitions
Genesys Cloud added a new API, GET /api/v2/employeeengagement/recognitions, to enable queries for recognitions that were sent or received in the past by a specific user as well as to globally query all recognitions sent previously. To use this API, developers must have the Engagement > Recognition > View permission. This feature helps organizations that implement a formal recognition program for agent motivation and engagement.
Real-time agreement rates in evaluation forms
Administrators can now view agreement rates for questions enabled with AI Scoring or Evaluation Assistance in the Evaluation Form Editor. The editor displays agreement metrics at the form and individual question levels for the most recently published version of an evaluation form. This added visibility helps teams identify questions that may need adjustment to ensure Auto Complete evaluation forms produce the expected results.
Reply-To field in email transcripts
Administrators can now view the Reply-To field in email transcripts when that header is present. The transcript displays both the Reply-To and From fields, helping supervisors, auditors, and evaluators identify the original sender, especially when emails are forwarded through services such as Google Groups. This update reduces confusion between group addresses and individual senders.
Long-term forecast and schedule generation up to 104 weeks
Administrators and supervisors can now create workforce management forecasts and schedules with start dates up to 104 weeks in the future. This change helps improve long-term workforce planning for activities such as staffing, budgeting, and compliance. Workforce management automatically adjusts the forecast duration only when a forecast or a schedule with a forecast is copied and the resulting length exceeds the 130-week future limit; in these cases, the system shortens the duration to comply with the limit. Existing forecast and schedule generation behavior remains the same.
Generate web survey links on demand with an API
Administrators can now use a public API to generate a unique, secure URL for a web survey on demand. This URL can be shared through any digital channel, most notably messaging, to deliver a survey link as part of a post-interaction message. This capability helps organizations collect customer feedback across more touchpoints while responses remain secure, attributable, and available in existing Genesys Cloud survey analytics and reporting.
Granular evaluation metrics in the Evaluation Aggregate API
Administrators can now use the Evaluation Aggregate API to retrieve evaluation metrics at the form, question group, question, and answer levels. The API supports breakdowns by form version and enables detailed analysis of performance by individual questions and answer choices. This granular data improves quality management, supports AI scoring audits, and informs targeted coaching recommendations, while providing reporting and analytics tools with scalable access to structured evaluation insights.
Missbilligung: Entfernung des alten Codes für Mobile Messenger für Android und iOS
On February 23, 2026, Genesys Cloud will deprecate and remove the legacy code from the Mobile Messenger SDK. The deprecated code originates from the original BOLD SDK and includes internal classes, methods, and interfaces that were not intended for public use. This change helps keep the SDK clean, well-documented, and easier to maintain. The removal does not affect any documented or supported functionality. Developers should verify that their implementations do not rely on any undocumented legacy components, as these will be removed in an upcoming release. Genesys recommends reviewing SDK usage to prepare for this change. More details about the timing and impact will be provided in a future release note.
