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.
Genesys Cloud now sorts contact records based on priority for skills-based dialing in Preview campaigns. This feature helps agents receive higher-value records first, regardless of skill group, and applies when dynamic sorting is enabled for the campaign. Contacts are delivered in order of priority across all skill groups, providing a more predictable and efficient dialing flow. This update helps improve campaign performance by prioritizing top contacts first and is especially beneficial for organizations with multi skilled agents and time-sensitive outreach goals.
One of the following licenses
Genesys Cloud 1
Genesys Cloud 2
Genesys Cloud 3
Genesys Cloud 4
Send and receive media through X (formerly Twitter) channel
Agents can now receive inbound video and GIF attachments through the X (formerly Twitter) Direct Messaging channel. Additionally agents can send outbound images, videos and GIFs on X Direct Messaging and Public Social responses. This feature enables organizations to maintain a consistent customer experience across direct messaging channels.
Supervisors can now view and filter voice interactions that alert group members via Group Ring in various analytics interaction views, including Agent Interactions Detail, Campaign Interactions Detail, Interactions, Queue Interactions Detail, and My Interactions. This enhancement enables supervisors to identify and save a list of interactions that alert group members with Group Ring alerts.
Where
Performance > Workspace > Contact Center > Agent Performance, click agent name, and then Interactions tab.
Performance > Workspace > Contact Center > Campaign Performance, click campaign name, and then Interactions tab.
Performance > Workspace > Contact Center > Interactions.
Performance > Workspace > Contact Center > Queue Performance, click queue name, and then Interactions tab.
Performance > Workspace > My Performance > My Interactions.
Administrators can now control whether agents can use the default email Send button in Genesys Cloud. This feature helps organizations that have strict email validation processes enforce content review before sending messages. Administrators can hide the Send button and enable their own custom Send actions through an app widget or script, which allows companies to apply their internal approval for automated or manual workflows before Genesys Cloud sends an email to a recipient.
Agents who use the Unified Experience from Genesys and ServiceNow can now assign wrap-up codes directly within the ServiceNow agent workspace. ServiceNow displays the wrap-up codes configured in the corresponding Genesys Cloud queue. After agents complete a Genesys Cloud-hosted interaction, they can select the appropriate wrap-up code in the ServiceNow interface. Then, the integration automatically pushes the selected value to Genesys Cloud. This feature ensures consistent data capture and improves analytics for interactions managed through the Unified Experience.
Genesys Cloud now includes a new On Demand log capture, which allows users to send the last five minutes of their console logs to administrators without requiring advance logging enablement. This enhancement reduces agent downtime, speeds up issue diagnosis, and streamlines the troubleshooting process for administrators.
Supervisors can now use a dedicated print view and .csv export Scorecard Insight details directly from the Agent Summary page in the Insights tab. This new functionality provides a dedicated print view for generating a curated, print-friendly .pdf and an option to download agent performance data as a .csv file.
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.