Genesys Cloud September 2025 Release Highlights
Genesys delivered fifty+ updates in September. With a focus on better digital engagement, stronger AI and WEM, and smoother work for supervisors and admins. Below are the highlights we think you can use right away. Instead of asking your teams to sort through everything, we pulled out the releases that matter most for performance, efficiency, and customer experience. Below is a simple summary of what changed, why it matters, and how these updates can help you move your contact center forward.
A short video recap is also included for teams that want a quick walkthrough.
What changed this month
For all license types
Custom calculations in performance views (September 15). Create your own KPI columns with formulas inside performance views. Share them across teams. This helps you track the numbers that matter to your business, not just the defaults. Genesys Cloud Resource Center
Better “Longest Waiting” and “Longest Interacting” metrics (September 22). These are now calculated in analytics. It’s easier to watch many queues at once and act faster on spikes. Genesys Cloud Resource Center
Idle agent count as a rule condition (September 29). Use idle agent counts when setting Conditional Group Activation. This keeps staffing in step with live demand. Genesys Cloud Resource Center
Features that need Genesys Cloud CX 2
Apple Messages for Business (AMB) — deeper support (September 15 & 29)
AMB is now a native digital channel in Genesys Cloud.
OAuth2 sign-in inside iMessage for secure, personal tasks.
Apple Pay inside the chat for quick, in-thread payments.
Use iMessage App actions from Architect bot flows.
Your team can route and report on AMB as they do with any other channel. Genesys Cloud Resource Center
Features that need Genesys Cloud CX 3 or WEM add-on
Start process automation from topics, sentiment, or empathy (September 1)
Kick off actions, alerts, or follow-ups based on what analytics detects in near real time. Genesys Cloud Resource Center
Review transcripts faster in interaction details (September 22)
Transcripts load on their own, so supervisors can start reviews without waiting on audio. This helps when you have lots to QA. Genesys Cloud Resource Center
Default answers in evaluation forms (September 22)
Set a lowest score or a pre-picked answer to keep scoring tight and save clicks. Genesys Cloud Resource Center
Genesys AI updates
AI summaries for the agent side of a conversation (September 15)
Get summaries that call out what each agent or bot did. This makes root-cause work and coaching faster. Genesys Cloud Resource Center
Agent Copilot dashboard — summary engagement insights (September 22)
See how agents use AI summaries: adoption, edits, and impact. This helps you guide training and change management. Genesys Cloud Resource Center
CX Cloud & third-party integrations
Genesys + ServiceNow “Unified Experience” — Agent Copilot (September 8)
Agents can use Genesys Agent Copilot inside ServiceNow workspaces. They get real-time tips, knowledge, and task help without switching tabs. Genesys Cloud Resource Center
Quick wins: how to put this to work
Roll out custom KPIs:
Build a “Business KPIs” view for leaders (for example, First-Contact Fix, Upsell Rate, Refund per Contact). Share it org-wide. Genesys Cloud Resource CenterWatch the new wait/handle extremes:
Add “Longest Waiting” and “Longest Interacting” to your live wallboard. Use alerts at set thresholds. Genesys Cloud Resource CenterAuto-balance staffing:
Use idle agent counts in your group rules to flex staffing during peaks. Genesys Cloud Resource CenterPilot Apple Messages for Business:
Start with a simple flow: OAuth2 sign-in → order status → Apple Pay for dues or fees. Measure deflection and CSAT. Genesys Cloud Resource Center+2Genesys Cloud Resource CenterTriage QA faster:
Have QA leads open transcripts first, tag patterns, then spot-check audio only where needed. Genesys Cloud Resource CenterCoach with AI usage data:
Use the Copilot dashboard to see who leans on summaries and who does not; coach to close the gap. Genesys Cloud Resource CenterServiceNow teams:
Enable the Copilot component in key workspaces (e.g., Claims, ITSM) to reduce handling time. Genesys Cloud Resource Center
All September release notes can be found here →
Need Help? Not sure how to turn these updates into real impact for your agents and customers? We can help you assess, plan, and activate the right features for your business.