Genesys Cloud – July 21, 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.
Multi contextual panels
Important
Starting August 11, 2025, agent multi contextual panels will be the default experience. For more information, see Agent UI multiple contextual panels.
Starting August 11, 2025, agent multi contextual panels will be the default experience. For more information, see Agent UI multiple contextual panels.
This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversations with full context visible at a glance.
Additional details
One of the following licenses:
- All licenses include this feature.
Configurable outbound routes now available for customer first callbacks
Administrators can now configure specific outbound dialing routes for customer first callbacks on a per-queue basis. In the Customer First view, administrators can specify a telephony site or edge group to use when agents place outbound calls for automated Customer First Callbacks on a per-queue basis. This new option allows selecting a dialing group directly from the queue settings. This feature helps administrators manage telephony resources more effectively, and support location-based routing when needed. If no dialing group is selected, the system uses the default telephony site and preserves existing behavior.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
- No Restriction by User or Required User to Access
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Knowledge workbench V2 accessibility improvements
Genesys Cloud updated the knowledge workbench V2 user interface to improve accessibility and the customer experience. These enhancements include improved color schemes, adjusted contrast for buttons and other UI elements, and extended keyboard navigation for better focus and target size. The changes do not impact existing functionality.
Additional details
Where:
- Admin > Knowledge
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
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Introducing Virtual Agent performance dashboard
The Virtual Agent performance dashboard gives administrators and analysts a comprehensive view of Virtual Agent performance and feature usage. This view helps teams quickly identify and address performance discrepancies, make informed decisions, improve efficiency, and evaluate the return on investment of their Virtual Agent.
Additional details
Where:
- Performance > Workspace > Other > Virtual Agent Performance
- Architect > [selected Bot Flow or Digital Bot Flow] > Insights & Optimizations > Optimization Dashboard
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
New metrics for Architect bot and digital bot flows in the Optimization dashboard
Flow authors can now view two more metrics (Contained and Transferred), in the Optimization dashboard. The Contained tile shows the number of interactions fully handled within the bot. Metrics related to Transfer to ACD are now moved from the Agent Escalation tile to the new Transferred tile, providing clearer insight into bot handoffs.
Additional details
Where:
- Performance > Workspace > Other > Virtual Agent Performance
- Architect > [selected Bot Flow or Digital Bot Flow] > Insights & Optimizations > Optimization Dashboard
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
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Enhanced AI-powered slots for virtual agents
Flow authors can now set minimum and maximum lengths for alphanumeric and numeric slot types, enabling bots to capture input with greater flexibility. AI-powered slots also now support special characters such as slashes and dashes, provide customizable continuation prompts, and improve slot value correction. These updates help make virtual agent conversations more natural and adaptable. Also, the test widget in Architect bot and digital bot flows now supports multi-turn conversations and partial slot collection, making it easier to test and refine AI-powered slot behavior.
Additional details
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
Unlimited archived recording restorations
Supervisors and quality managers can now restore archived recordings without the limitations previously imposed by Genesys Cloud. This update removes the restoration limit, enabling full-scale access in a single step. Removing the limit for restoration improves usability and eliminates the need for repeated requests or manual workarounds, streamlining workflows and increasing operational efficiency.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud EX
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Deprecation: Update a user's presence without permission restrictions
On July 20, 2025, Genesys will deprecate the ability to update another user's presence in an undocumented manner. To improve security and ensure continued functionality, administrators must add the *Presence* > *User Presence* > *Edit* permission to any roles for users who update other users' presence via the API. This deprecation affects the following endpoints:
PATCH /api/v2/users/{userId}/presences/purecloud
PATCH /api/v2/users/{userId}/presences/{sourceId}
Developers and administrators can use the PATCH API without the new permission until July 20, 2025. As of April 21, 2025, administrators can grant the new permission to appropriate roles.
Additional details
One of the following licenses:
- All licenses include this feature.
Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
On November 17, 2025, Genesys Cloud will deprecate the following components in the External Contacts API:
- The current merge endpoint: POST /api/v2/externalcontacts/merge/contacts
- The mergeOperation in the contact object
- A new merge endpoint: POST /api/v2/externalcontacts/contacts/merge which allows merging up to 25 contacts of any type
- Two new fields: mergedTo, and mergedFrom, which offer more precise and flexible tracking of merged contact records
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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.
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