Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Important
In the coming weeks, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience has been removed though we will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users. For more information, see Agent UI multiple contextual panels.
Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
SAML authentication attempts are now recorded in audit logs to help with troubleshooting and security analysis. Previously audit logs only recorded authentication attempts for native Genesys Cloud login attempts. This change ensures logging consistency for both native and SAML authentications. As in the case of native authentications, SAML authentication failures can be viewed via Audit Viewer, which uses the Real Time API, whereas successful SAML authentications can be viewed through the API interface (which is configured for Async API). The Action Catalog in the Developer Center has been updated to include the associated entity and action details. No additional action is required to obtain these events.
Administrators can now configure up to 30 single sign-on (SSO) integrations for a single Identity Provider (IdP) or a mix of different IdPs, providing greater flexibility for organizations with multiple business units or regions that require separate single sign-on configurations. This enhancement includes the ability to sign authentication requests for added security and a reorganized single sign-on configuration UI for easier setup. Also, administrators can customize the login screen to display a custom name, logo, or both.
Administrators can now provision individual Messenger applications (including Messaging, Co-browse, Knowledge, and Journey Tracking) with greater granularity. The redesigned Messenger configuration follows a modular approach, allowing administrators to selectively deploy only the Messenger applications needed for their website. This feature provides more control, simplifies management, and improves flexibility when configuring customer engagement tools.
Genesys Cloud now supports WhatsApp’s new per-message pricing model. This change, driven by Meta’s global pricing update, aims to align WhatsApp pricing with industry standards and promote higher-quality, context-relevant communications.
Genesys Cloud users can now use group search functionality in the Forward Calls UI to search for and select specific groups when they forward calls. Search results display groups along with their associated phone numbers. When a user selects a group, the system automatically maps it to the correct phone numbers on the backend. This feature helps direct calls to the right audience quickly and efficiently.
Administrators can now capture policy-based recordings directly at the user’s station that handles the call. With station-side call recording, administrators can enable recordings on specific users’ phones. This feature improves the capture of internal calls according to company policies, such as conversations between employees or calls to internal support teams, providing broader coverage for compliance and quality needs.
Administrators can now access evaluation data through consolidated reporting views, and Genesys Cloud will retire the Performance > Overview (Evaluations) page. Administrators can access the evaluation and calibration data previously available on that page through other reporting views within the platform. This change helps reduce duplication and keeps evaluation and calibration workflows consistent with other analytics and reporting tools in Genesys Cloud. When users submit calibrations, dispute evaluations, or review evaluation data, Genesys Cloud directs them to the relevant interaction or reporting view and displays the appropriate results. These updates help evaluators and administrators easily track pending and completed evaluations, completed calibrations, and evaluation activity by agent or evaluator (all within familiar, consolidated reporting areas). This feature also helps ensure that reporting tools use consistent and future-ready analytics APIs. Additionally, the new My Assigned Evaluations view enables evaluators to easily manage their assigned evaluations, prioritize tasks, and track completion status over time.
Where
Performance > Workspace > My Performance > My Assigned Evaluations
Performance > Workspace > Contact Center > Agent Status
Agents can now submit time-off requests up to 731 days (two years) in advance, supporting long-term planning and time-off bidding processes. This update also introduces a Fixed Date option in Management Unit settings, allowing organizations to set a specific cut-off date for accepting time-off requests. These enhancements provide greater flexibility, improve operational planning, and give organizations more control over time-off management.
On July 7, 2025, Genesys Cloud ended chat-based webhook integrations support for the following third-party systems:
Bitbucket
GitHub
Jenkins
JIRA
PageDuty
Pivotal Tracker
StatusPage
Trello
UserVoice
Zendesk
Administrators cannot install new instances of these integrations, existing instances of these integrations no longer work after the effective date, and Genesys will eventually remove these integrations from your organization. While this deprecation announcement does not currently impact the generic webhook integration, its deprecation is anticipated in the future. Customers must migrate from using webhooks integration for chat notification to Webhooks for Events integration in Genesys Cloud and send chat notifications using workflows.
Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.