At VDS, we help our clients stay ahead by tracking the most impactful updates from Genesys Cloud. Each month, we break down what’s new, what matters, and how to get the most out of your investment.
In this month’s update, Genesys rolled out 48 enhancements. Below, we’ve highlighted the ones that can help you drive agent performance, improve supervisor insights, and streamline operations across channels.
Watch the video for a quick, clear rundown — or scroll below to review the key features.
Key Feature Highlights
✔ Agent Timeline Detail View
Supervisors now get a visual breakdown of agent activity — including simultaneous voice and digital interactions — for better performance management.
✔ ACD Voicemail Transcription
Let your agents read voicemails directly inside Genesys. Cuts down response time and increases accuracy.
✔ Conversation Details for Agents
Personalize every interaction with customer and context details displayed automatically in the agent’s view.
✔ Average Sentiment Score (Performance Views)
Supervisors can now view customer sentiment across Agents, Queues, and Flows to better coach and course correct.
✔ Gamification Contests
Motivate your team with contests tied to performance goals. Agents can track progress in real time.
✔ AI-Generated Interaction Summaries
Use AI to summarize conversations by queue or flow — fast insight without listening to entire recordings. Requires AI Experience Tokens.
✔ AI Scoring in Evaluations
AI can prefill QA forms based on conversation context, reducing manual work and improving review consistency.
✔ Agent Copilot – Conversation Summaries on Transfer
When a call transfers, the new agent gets a quick AI-generated recap. Keeps the experience seamless.
✔ Genesys Cloud Social Add-On
Manage and analyze Facebook and X (Twitter) messages from one interface. Route, escalate, and track performance.
✔ ServiceNow Integration Enhancements
Voice and digital interactions now run directly inside the ServiceNow agent inbox. No more screen-hopping.
Also includes external routing for ServiceNow cases and chats using new API endpoints.
Need Help Activating These Features?
VDS can help you:
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Prioritize which features bring the most value
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Configure them based on your current workflows
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Train your team to use them effectively
Whether you’re on Genesys Cloud 1, 2, or 3 — we’ll guide you through what matters most.
Interested in a deeper dive or hands-on demo?
Contact us to schedule a walk-through with our team.
See Full March 2025 Release Notes
View the official Genesys Cloud March release documentation »
