Genesys Cloud February 2026 Release Highlights

What Changed This Month

Genesys focused on three core areas:

• Strengthening administrator security and platform protection
• Expanding AI-driven evaluation and analytics capabilities
• Improving visibility across digital channels and workforce planning

Not every update changes day-to-day operations. These are the ones worth paying attention to.

Updates Available for All License Types

Administrator Login Security Deprecation

Deprecation begins the week of March 9, 2026

What changed

Genesys is removing administrator logins that use only a username and a password. Administrators who do not authenticate via single sign-on will now be required to use multi-factor authentication to access Genesys Cloud.

Why it matters

Administrator accounts often have elevated permissions. Adding MFA significantly reduces the risk of unauthorized access to critical system configuration.

Outbound Digital Message Data Filtering

Released February 2026

What changed

Organizations can now apply filtering rules to outbound digital messages created by agents. These filters can detect and block sensitive content such as profanity, emojis, or custom patterns defined through regular expressions.

Why it matters

This provides better control over what is sent to customers and helps organizations enforce privacy, compliance, and communication standards across digital channels.

CX 3 and Workforce Engagement Management Updates

Monthly Capacity Planning View

Released February 2026

What changed

Workforce management users can now view capacity planning results at the monthly level in addition to the existing weekly view.

Why it matters

Planning teams can more easily identify long-term trends and produce leadership reports without having to build manual monthly summaries.

Channel Insights Dashboard

Released February 2026

What changed

A new dashboard provides cross-channel visibility for voice, messaging, email, and chat in one place. The dashboard includes metrics such as interaction volume, resolution rates, sentiment scores, media type, and AI activity.

Why it matters

Supervisors and leaders can quickly understand how digital channels perform compared to voice and identify where to expand digital adoption or improve service delivery.

Genesys AI Updates

AI Scoring Model Upgrade

Released February 2026

What changed

Genesys upgraded the AI model used to score natural language evaluation questions in quality management programs.

Why it matters

This delivers more consistent scoring results and improves reliability as organizations scale AI-driven quality programs.

Automated Agent Scoring in Speech and Text Analytics

Released February 2026

What changed

Administrators can now configure automated agent scoring within speech and text analytics programs using Genesys Virtual Supervisor capabilities.

Why it matters

Organizations can evaluate up to 100 percent of interactions across areas such as compliance, sales effectiveness, and customer satisfaction while reducing the manual workload for QA teams.

Virtual Agent Support for Knowledge Fabric

Released February 2026

What changed

Virtual agents can now be configured to use Knowledge Fabric in addition to Knowledge Workbench. Bot authors can control generative response settings directly within Architect.

Why it matters

This allows virtual agents to generate more context-aware responses using enterprise knowledge sources such as SharePoint while maintaining control over how answers are generated.

Full February Release Notes

All February 2026 release notes can be found here: https://help.genesys.cloud/release-notes/genesys-cloud/archive/2026/2/