Genesys Cloud will introduce a new navigation system and updated information architecture to improve the user interface and overall usability. This change will not add or remove any product functionality but will reorganize how users access existing features. The new structured, hierarchical menu will replace the current navigation layout. The goal is to reduce friction, improve findability, and deliver a more intuitive and consistent experience across user types. Key updates will include the following:

• A unified global menu that will consolidate navigation across the platform, including a new information architecture, will improve the menu structure and labels for added clarity and consistency.
• Repositioned elements such as contextual help, Collaborate, inbox, widget apps, and the user avatar will be located in the top bar.
• Enhanced global search that will include menu page results alongside people, groups, and locations. This improvement will allow users to more efficiently find both people and groups, as well as key platform features, from a single search interface.
• Simplified access to certain features as part of the navigation changes. Examples will include consolidated access to video chat and main stage apps.

Administrators can now configure triggers to invoke Architect workflows to begin when Outlook Calendar events start or end on a user’s calendar in Genesys Cloud. This feature uses the Microsoft Teams integration as part of unified communications and works for users who have linked their Genesys Cloud and Microsoft Teams accounts with the appropriate Azure permissions. With this update, administrators can set up workflows and data actions to automatically update Genesys Cloud user presence based on Outlook Calendar events. This feature helps improve presence accuracy and coordination across teams.

Administrators can now use the String List attribute in Rule-Based Decisions This update allows rule authors to group related string values into a list, which helps simplify decision table design, reduce duplication, and improve readability. With this enhancement, authors can create rules that handle multi-value matching and other complex conditions more efficiently. Flow authors can also pass list inputs into the Call Decision Table action, making it easier to design flexible and maintainable rules for real-world scenarios.
Note: This feature is available on a limited basis. Billing will begin on a future date. For more information, see Rules based decision pricing.

Genesys Cloud removed the ability to deploy Genesys Cloud BYOC Premises—Customer VM Solution. Genesys recommends that existing Customer VM Solution customers transition to a cloud deployment telephony connection option, either Genesys Cloud Voice or BYOC Cloud.

Microsoft ended support for Windows 10, including all free software updates, technical assistance, and security fixes. The current version of Genesys Cloud Background Assistant (GCBA) continues to operate on Windows 10. However, for future GCBA releases, Genesys will no longer guarantee performance or stability on Windows 10 and will not provide support for issues specific to that platform. To maintain full support and ensure optimal performance, Genesys recommends that customers upgrade to Windows 11.

Microsoft ended free Windows Update software updates, technical assistance, and security fixes for Windows 10. The current version continues to work normally. However, Genesys recommends that you use Windows 11, which is designed to meet current demands for heightened security.