Genesys Cloud – 기능 출시 예정

Passkey support for Multi-Factor Authentication (MFA)

Genesys Cloud now supports the use of passkeys for multi-factor authentication. Previously, users could only add time-based generators (authenticator apps) as MFA devices. Passkey support enables users to add devices such as built-in authenticators (like fingerprint readers) and physical security tokens (like Yubikey) as MFA devices. If your admin enables MFA, all users must use a second factor to verify their identity during authentication. Genesys supports MFA for native login only. Single sign-on (SSO) users do not receive MFA prompts.

Custom named time zones for contactable time sets

Administrators can now create custom-named contactable time sets that map to standard IANA long-form time zones such as America/New_York. Administrators define specific dialing Windows, for example, 9:00 a.m. to 12:00 p.m. or 1:00 p.m. to 5:00 p.m., and assign each window a unique name, for example, America-NewYork-Morning or America-NewYork-Afternoon. A designated field in contact lists allows outbound campaigns to reference these named time sets, enabling more granular and context-sensitive dialing rules. This enhancement provides greater flexibility when managing outreach schedules, especially for customers who require multiple contact Windows within the same time zone. Genesys Cloud adds a new column to contact lists and a new field to contactable time sets as part of this update. These values automatically populate for existing contact lists and time sets using current time zone data, requiring no additional customer action. Previously, some customers created custom dialing Windows by repurposing short-form time zones. This feature now gives administrators a direct way to create and name their own time zone entries, offering clearer configuration options and more flexibility in defining dialing behavior.

Digital rule sets for outbound WhatsApp campaigns

Administrators can now create pre-contact and post-contact digital rule sets for outbound WhatsApp campaigns, similar to the existing functionality for email and SMS. These rule sets let administrators define conditions the campaign evaluates before or after a message is sent and specify the actions the campaign takes when those conditions are met. This enhancement aligns WhatsApp campaigns with other outbound digital channels and supports consistent logic across messaging strategies. Pre-contact rules help validate contact attributes (for example, country or account status), before delivery, improving relevance, compliance, and deliverability. Post-contact rules enable automated actions after a message sends or receives a status update, such as adding a contact to a Do-Not-Contact list or marking an address as not contactable. The update improves operational efficiency and supports more intelligent, automated decision-making for WhatsApp campaigns. It follows recent additions of schedules and triggers, with upcoming enhancements planned, including support for contactable time sets.

Introducing Apple Pay support for Apple Messages for Business

Flow authors can now configure payment requests in Architect digital bot flows, enabling customers to complete transactions with Apple Pay when interacting through the Apple Messages for Business channel. This feature introduces Apple Pay as a new message type. Administrators can link an Apple Pay merchant account to their organization’s Apple Messages integration, and bot authors can send payment request messages as part of the customer journey. These capabilities allow customers to make secure purchases directly within the conversation. 

Architect digital bot flows and Apple Messages for Business support

이제 플로우 작성자는 Architect 디지털 봇 플로우에서 고객에게 iMessage 앱을 보낼 수 있으며, 적격 Apple 기기를 사용하는 고객이 Apple Messages for Business 채널을 사용할 때 이러한 앱과 상호 작용할 수 있습니다. 이 업데이트는 Genesys Cloud에 iMessage 앱을 메시지 유형으로 도입하고, 이러한 메시지가 대화 내용에 어떻게 표시되는지 정의하며, 봇 작성자에게 iMessage 애플리케이션 구성 요소를 흐름에 포함할 수 있는 방법을 제공합니다. 결과적으로 iOS 사용자는 Apple Messages for Business 대화 중에 더욱 상호작용적인 환경을 이용할 수 있으며, 이는 참여도와 상호작용의 전반적인 질을 개선하는 데 도움이 됩니다.

External contacts identity resolution support for Apple Messages for Business

Administrators can now enable identity resolution and customer journey support for Apple Messages for Business, allowing agents and administrators to manage Apple Messages interactions in the same way they manage other supported social channels. Apple Messages for Business interactions now appear in the External Contacts management interface, the agent’s profile panel, and the customer journey view. This enhancement helps agents associate Apple Messages for Business interactions with new or existing contacts and review past interactions for more context. By providing clearer visibility into customer history, the feature supports more informed responses and improves continuity across conversations.

아키텍트 디지털 봇 흐름 목록 선택기 지원

이제 플로우 작성자는 Architect 디지털 봇 플로우에 사용자 정의 목록 선택기를 추가하여 Apple Messages for Business 상호작용 중에 고객에게 대화형 목록을 제공할 수 있습니다. 다중 선택이 활성화되면 고객은 목록에서 여러 개의 값을 선택할 수 있습니다. 이 기능은 Genesys Cloud에 새로운 메시지 유형으로 목록 선택기를 도입합니다. 봇 작성자는 흐름의 일부로 목록 선택기 메시지를 구성하여 Apple 사용자가 선택을 더 쉽게 하고 전반적인 채팅 경험을 개선할 수 있습니다.

Authentication support in Apple Messages for Business

이제 플로우 작성자는 Apple Messages for Business 채널에 대한 Architect 디지털 봇 플로우에서 인증을 구성할 수 있습니다. 이 기능을 사용하면 고객은 OAuth2를 사용하여 인증할 수 있으며, 봇 작성자는 신원을 확인하고, 개인화된 지원을 제공하고, 인증된 사용자에게만 제한된 작업을 수행할 수 있습니다. 인증 메시지를 흐름에 직접 추가할 수 있으므로 관리자는 안전하고 고객 맞춤형 경험을 설계할 수 있습니다. 이 업데이트는 또한 상담원 기록에 개인 식별 정보(PII)가 표시되는 것을 방지하여 고객의 개인 정보를 보호하는 데 도움이 됩니다.

Apple Messages for Business 양식

이제 관리자는 Apple Messages for Business 양식을 구성하여 최종 고객을 위한 구조화된 입력 옵션을 만들 수 있습니다. 이러한 양식은 Canned Responses를 통해 설계 및 관리되며, 일관되고 안내적인 고객 상호작용을 가능하게 합니다. 봇 작성자는 대화 흐름 내에 양식 작업을 포함할 수 있으며, 에이전트는 에이전트 데스크톱에서 직접 미리 구성된 양식을 고객에게 보낼 수 있습니다. 이 향상된 기능은 Apple Messages for Business 채널을 사용할 때 상담원과 고객 모두에게 보다 체계적이고, 대화형이며, 효율적인 경험을 제공하는 데 도움이 됩니다. 청구는 추후 날짜에 시작됩니다.

권한을 통한 제어 에이전트 전송 기능

Administrators can now manage an agent’s ability to transfer interactions through permissions. This enhancement provides more granular control over which transfer methods agents may use and the destinations they are allowed to transfer to when working in the Genesys Cloud Desktop, Web, or Embedded Framework interfaces. Genesys has also retroactively applied new transfer-related permissions to existing organizations. To ensure transfers continue to operate as expected across agent roles, administrators may wish to confirm that the following permissions are appropriately assigned:

• Conversation > Communication > Blind transfer is allowed (conversation:communication:blindTransfer)
• Conversation > Communication > Consult transfer is allowed (conversation:communication:consultTransfer)

Configure group ring settings

Administrators can now configure group ring settings to prompt the user with a customizable confirmation prompt when they answer a Group Ring call on a remote station. The customer will continue to hear ringback until the call is accepted, and audio flow is established with the winning user.

Apple Messages for Business의 인바운드 메시징 채널 라우팅 지원

Administrators and contact center managers can now enable the Apple Messages for Business integration to route inbound customer messages directly into Genesys Cloud. With this release, Apple Messages for Business becomes a native digital channel, allowing organizations to manage Apple-originated conversations alongside their other digital channels. This enhancement gives customers access to rich conversational features and entry points available through Apple Messages for Business, while providing administrators with the ability to monitor, route, and manage these interactions using standard Genesys Cloud tools.

New metric displays for monitoring BYOC Premise edge and trunk status

Telephony administrators can now monitor BYOC Premise 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.
Note: This feature is available on a limited basis.

Sentiment, empathy, and topic spotting support for Turkish and Zulu

Genesys Cloud now supports sentiment analysis, empathy detection, and topic spotting for Turkish (tr-TR) and Zulu (zu-ZA) transcripts.

Export summary row chart in Analytics Performance views

Users can now include the summary row chart when exporting select Analytics Performance views to .pdf. This enhancement adds an export option that embeds the summary row directly into the exported file, ensuring users can capture high-level metrics alongside detailed performance data. This update helps users present complete analytics information in reports and supports clearer, more efficient data sharing across teams. Also, this feature improves reporting accuracy, streamlines analysis workflows, and provides a more comprehensive view of performance data in exported documents.

Web events available in Journey Management

Administrators can now use web events captured by Genesys Predictive Engagement (GPE) in Journey Management. These events (for example, page clicks, form completions, cart creation, or messenger selection), can be connected to later actions like virtual agent engagement, agent assistance, or knowledge searches. This update gives analysts a complete view of customer behavior by linking activity that begins on the web to subsequent interactions across channels. With web events available in the Journey Analysis canvas, analysts can connect these events to other supported touchpoints and analyze conversion and drop-off patterns using funnels and charts. 

Configure combined voice utilization for ACD and non-ACD calls

Telephony administrators can now configure a user’s voice utilization so that ACD and non-ACD calls count toward a single utilization limit. When enabled, a user who is active on an ACD call does not receive alerts for incoming non-ACD calls after their active call count meets the configured threshold. When administrators configure the new Active Call Enforcement field in Utilization Settings, then Genesys Cloud does not send alerts when the user’s active sessions reach or exceed that number. The setting is available at both the organization and user level and applies equally to ACD and non-ACD calls.
Note: This feature is available on a limited basis.

Conditional access policy support for Microsoft Entra ID

Genesys Cloud administrators can now configure conditional access policies for Microsoft Entra ID to align the Genesys Cloud desktop app with their organization’s security requirements. Agents can sign in to the desktop app using their corporate Entra ID credentials, while IT administrators apply existing conditional access rules—such as those based on location, device, or user role, through Microsoft Entra ID. This enhancement supports secure, centralized authentication for organizations that standardize on Entra ID and helps ensure the desktop app operates in accordance with corporate access policies.

Multi-language Agent Copilots

Administrators can now create multi-language Agent Copilots that support up to 10 languages. This enhancement allows a single Agent Copilot to assist queues where agents handle multiple languages, reducing the need to create separate Agent Copilots for each language. It also enables agents with multiple language assignments to use the same copilot within a shared queue. These improvements help reduce administrative effort and increase scalability across multilingual environments. Previously, Agent Copilot supported only one language and required configuration at the queue level. The new multi-language capability removes that limitation by allowing administrators to define a single copilot with multiple supported languages. 

Enable auto answer for interactions in Unified Experience from Genesys and ServiceNow integration

Administrators can now configure auto answer for voice calls in ServiceNow through the Unified Experience from Genesys and ServiceNow integration. This enhancement improves call-handling efficiency by automatically answering incoming ACD calls within queues. Auto answer can be set at both the queue and agent levels in Genesys Cloud, providing greater flexibility in how calls are delivered. By automating the answer process, the feature enhances the user experience and reduces irregular behavior associated with manual call handling.

Thai language support

User interface support in Genesys Cloud is now available for Thai.

Genesys Cloud Voice (GCV) conversation IDs and Postal codes in GCV and BYOC usage reports

Genesys Cloud Voice (GCV) now includes Conversation ID and Postal code fields in the Call Detail Records (CDRs) GCV and BYOC Cloud usage reports. These new fields appear as the two rightmost columns in the existing usage .csv reports. With this enhancement, administrators gain improved visibility into call activity and can reconcile telephony usage charges more efficiently across divisions. The Conversation ID enables accurate tracking of calls, while the Postal code provides additional geographic insight into call patterns. By expanding the CDR data set, this update enhances reporting accuracy, simplifies cost allocation, and supports better operational analysis for customers managing complex telephony environments.

Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish

Genesys Agent Copilot now supports Czech Czechia (cs-CZ) , Danish (da-DK), Finnish Finland (fi-FI), Norwegian (nb-NO), Portuguese (pt-PT), Swedish (sv-SE), and Turkish (tr-TR), in addition to the existing supported dialects.

Enhanced confirmation controls in AI Guides

Business teams can now decide when virtual agents must confirm collected values before continuing. The new Ask and Confirm command adds an optional confirmation step, allowing users to verify or correct information when needed. Because different variables have different levels of complexity and sensitivity, Guide authors can configure which inputs require confirmation and which do not. With this update, authors can tailor confirmation behavior to match the needs of each interaction and reduce friction for users. 

Genesys Virtual Agent support for Portuguese and Swedish dialects

Genesys Virtual Agent now supports Portuguese Portugal (pt-PT) and Swedish Sweden (sv-SE) languages.

Create flow outcomes and milestones natively in Architect

Flow authors can now create flow outcomes and milestones directly in Architect when configuring the Initialize Flow Outcome, Set Flow Outcome, and Add Flow Milestone actions. This enhancement streamlines how authors define and visualize key journey goals and checkpoints, making it easier to track progress, measure performance, and optimize flow behavior without leaving the design environment.