Genesys Cloud release notes
Genesys Cloud August ’26 release highlights
Genesys introduced 57 new features, updates, and enhancements across five August releases. From stronger supervision tools to expanded AI scoring and better analytics, these updates give organizations new ways to improve quality management, workforce planning, agent performance, and contact center administration. Below are several highlights that may provide immediate value to your contact center.
Highlights for all Genesys Cloud license types 4
Enhanced screen recording playback
Supervisors and evaluators now have additional tools when reviewing agent screen recordings. Users can adjust the playback speed, zoom into specific areas of the screen, and move around the recording while keeping the content in focus.
Small details can be difficult to identify during a screen recording review. These tools can help supervisors and quality teams review interactions more efficiently and focus on the specific agent actions that require attention.
Live screen monitoring for agent supervision
Supervisors can now view an agent's desktop in real time while the agent handles a customer interaction. Live screen monitoring works alongside voice and digital interaction monitoring and supports agents using multiple monitors.
Requires an updated version of the Genesys Cloud Background Assistant.
Listening to an interaction only provides part of the picture. Live screen monitoring allows supervisors to see how agents navigate applications, locate information, and complete tasks during an interaction. This can support in-the-moment coaching and help identify process or technology issues affecting the agent experience.
Dark and light modes for analytics dashboards
Supervisors can now switch analytics dashboards between dark and light display modes. The selected theme applies to personal, public, and shared dashboards.
This is a simple quality-of-life improvement for supervisors and analysts who spend significant time monitoring dashboards. Users can choose the display option that best fits their working environment.
Transfer analytics dashboard ownership
Administrators can now transfer ownership of analytics dashboards to another user. Dashboard ownership can be transferred individually or in bulk.
Dashboards can become difficult to manage when an owner changes roles, is unavailable, or leaves the organization. This update allows administrators to preserve access to important dashboards and assign ongoing ownership to the appropriate user.
Features requiring Genesys Cloud CX 3 2
Reprocess historical interactions with speech and text analytics
Administrators and analysts can now reprocess historical interactions through the API after creating or modifying a Speech and Text Analytics topic. Genesys also added the ability to reprocess interactions with updated topics directly through the Genesys Cloud interface.
A newly created topic does not have to apply only to future interactions. Organizations can apply new or updated topics to previous conversations, providing a more complete view of how often a customer issue, compliance concern, product question, or other topic appeared historically.
System detected historical forecast outliers
Workforce Management administrators and planners can now view system-detected outliers directly within forecast charts, tables, and a dedicated outlier table. Genesys displays the actual and normalized values together, providing more visibility into how historical data is prepared before it is used in a forecast.
When a forecast does not look right, planners need to understand what influenced it. This update provides greater transparency into the data normalization process and gives Workforce Management teams a clearer starting point for their review.
Genesys AI and Agent Copilot updates 2
AI scoring support for Genesys Cloud CX 2
Organizations using Genesys Cloud CX 2 with the Speech and Text Analytics add-on can now use AI tokens for AI scoring. AI scoring can automatically evaluate interactions using models focused on sentiment, compliance, and agent soft skills.
Additional licensing and AI token usage may apply.
AI scoring was previously limited to Genesys Cloud CX 3. This update gives CX 2 customers another way to introduce automated quality evaluation, reduce the time spent manually reviewing interactions, and evaluate a broader sample of customer conversations.
Additional Agent Copilot dashboard filters and metrics
Supervisors can now filter the Agent Copilot Performance Dashboard by Copilot or queue. This makes it easier to focus on a specific business unit, use case, or group of interactions. Genesys also added metrics related to answer generation and the amount of time required to create after-call work summaries.
Organizations need more than adoption numbers to understand whether Agent Copilot is delivering value. These filters and metrics can help supervisors evaluate performance, identify differences between queues, and determine where configuration or coaching may need adjustment.
What these updates mean for your contact center
The August releases provide new tools for supervisors, quality teams, workforce planners, administrators, and organizations using Genesys AI. Organizations can now:
- Review screen recordings more efficiently
- Monitor agent desktops during live customer interactions
- Protect access to important analytics dashboards
- Apply new Speech and Text Analytics topics to historical interactions
- Better understand outliers affecting Workforce Management forecasts
- Use AI scoring with eligible Genesys Cloud CX 2 licenses
- Measure Agent Copilot performance with more detail
The value of each feature will depend on your current Genesys Cloud licensing, configuration, and business requirements.
Full Genesys release notes: help.genesys.cloud