Genesys Cloud September ‘26 Release Highlights
Genesys introduced 33 new features, updates, and enhancements across four September releases. From smarter break and adherence handling to ChromeOS screen recording and AI-powered outbound diagnostics, these updates offer organizations new ways to improve workforce management, quality programs, and agent workflows, including for teams using ServiceNow.
Below are several highlights that may provide immediate value to your contact center.
Watch the September update highlights here.
Highlights for all Genesys Cloud license types
3 updates
Requesting Off Queue presence status
Released September 28, 2026
Administrators can now enable a Requesting Off Queue status that lets agents with active interactions request an off-queue status, such as Break or Meal. Agents stop receiving new ACD interactions but remain On Queue for presence, reporting, and adherence, then automatically move to the requested status once active interactions and after-call work are complete.
An administrator needs to enable this status first. How it shows up in adherence depends on whether your organization uses Genesys Cloud workforce management.
Why it matters: Agents get their full scheduled break, and presence, reporting, and adherence data reflect what actually happened.
Screen recording support for ChromeOS
Released September 28, 2026
Administrators can now enable screen recording for agents on managed ChromeOS devices through the Genesys Cloud WebRTC Media Helper isolated web app. Existing screen recording policies and permissions carry over.
Why it matters: Chromebook agents, common on remote, hybrid, education, and public sector teams, can now be reviewed and evaluated like everyone else, with nothing new to build.
AI-powered outbound campaign summarization and diagnostics
Released September 14, 2026
Administrators can now ask about a campaign in natural language and get an AI-generated summary and diagnosis covering configuration, runtime state, health, and blocking conditions, all backed by system data. It works for both voice and digital campaigns.
Why it matters: When a campaign isn't dialing, admins can get a clear explanation without clicking through configuration screens, contact lists, and logs. That can be especially helpful for teams where outbound isn't someone's full-time job.
Features requiring Genesys Cloud CX 3
2 updates
Agent adherence adjustments
Released September 21, 2026
Agents can now submit adjustment requests for legitimate out-of-adherence exceptions, such as offline work, team huddles, or extended interactions that delay a scheduled break. Supervisors can approve or deny requests from the Adherence Adjustments list or the Schedule Editor, and approved adjustments are reflected in adherence calculations.
Why it matters: Fewer side spreadsheets and less back-and-forth over adherence scores, with more accurate data feeding scorecards and performance views.
Enhanced dictionary management for Genesys Cloud native transcription
Released September 7, 2026
Dictionary Management now includes Display As and Boost Value fields. Display As controls how a term appears in transcripts, so product names, acronyms, and industry terms are spelled the way you want. Boost Value helps the transcription engine recognize those terms more reliably. This applies to English, Spanish, and French on Genesys native transcription.
The Example Phrase field has been removed for these languages. Existing example phrases are no longer accessible and will be deleted at a later date. Dictionary terms themselves are unchanged. Also available to CX 1 and CX 2 organizations with the Speech and Text Analytics add-on.
Why it matters: Company and industry terms show up spelled correctly, which can make transcripts, search, and analytics more accurate.
ServiceNow Unified Experience updates
2 updates
For organizations whose agents work inside ServiceNow using the Unified Experience from Genesys and ServiceNow.
Agent-first callback handling in Unified Experience
Released September 28, 2026
Agents can now manage agent-first callbacks directly in their ServiceNow workspace. They can answer or decline callback alerts, select a customer number, place the call, transfer the callback, retain it for another attempt if the customer doesn't pick up, and close it when complete.
Why it matters: A more streamlined callback workflow with less switching between windows.
Agent-requested wrap-up for voice calls in Unified Experience
Released September 28, 2026
When agent-requested wrap-up is configured for a queue, agents can begin wrap-up, including notes and wrap-up codes, while a voice call is still active. Available in the ServiceNow CSM, ITSM, and HRSD workspaces.
Why it matters: Trims post-call handling time and captures more accurate notes while the conversation is fresh.
What these updates mean for your contact center
- Adherence that matches reality. Requesting Off Queue and adherence adjustments can reduce disputes over scores and give supervisors cleaner data for coaching.
- Fewer quality blind spots. Chromebook agents can now be part of your screen recording and evaluation program.
- Faster outbound troubleshooting. AI diagnostics may help admins resolve stalled campaigns without opening a ticket.
- More accurate transcripts. Better dictionary control can improve how your terms appear across speech and text analytics.
- Smoother work in ServiceNow. Callbacks and wrap-up now happen inside the agent's existing workspace.
Availability depends on your Genesys Cloud licensing and configuration. Your VDS team can help confirm which updates apply to your environment.
All September 2026 release notes are available in the Genesys Cloud Resource Center.
How do these updates fit your environment?
Every Genesys Cloud deployment is different. If you'd like help deciding which releases to enable, or how they apply to your licensing and workflows, reach out to your VDS rep or contact us today.