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About the Resource Center

Genesys Cloud FedRAMP Region – November 3, 2025

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.

Streamlined navigation and information architecture update

Navigation UI
Employee productivity
Important
Genesys Cloud has automatically switched to the new Navigation and Information Architecture as the default interface for all users. As the changes are deployed throughout regions, your users no longer have access to the legacy UI view.
  • The permission New Genesys UI Navigation may still persist but is disabled for all users.
  • If you have any new ideas, enhancements or feature requests related to the new navigation experience, please submit via the Genesys Cloud Ideas portal.
For more information, see New unified navigation experience coming to Genesys Cloud.
Genesys Cloud introduces a new navigation system and updated information architecture to improve the user interface and overall usability. This change does not add or remove any product functionality but reorganizes 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 include the following:
  • A unified global menu that consolidates 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 are located in the top bar.
  • Enhanced global search that will include menu page results alongside people, groups, and locations. This improvement allows 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 include consolidated access to video chat and main stage apps.
Note:
  • 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.
  • Some features may require an integration add-on.