Genesys Cloud – July 28, 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.
Access and promote external contacts directly in Architect
Flow authors can now use a built-in variable to reference externalContactId in Architect flows without needing custom data actions. A new native action also allows promoting an ephemeral or identified contact to a curated external contact directly within the flow. These enhancements help streamline contact handling and expand native support for external contact operations in Architect.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Internal article linking within the knowledge base
Web Messenger Knowledge App users can now navigate to other articles within the same knowledge base. Internal links open in the same page. New breadcrumb navigation also makes it easier to explore article categories. These updates help streamline browsing, reduces the need for new tabs, and improve the overall reading experience.
Additional details
Where:
- Admin > Message > Messenger Configurations
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
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Search transcript content up to 90 days back
Users can now search for words and phrases in transcripts from interactions that occurred up to 90 days ago (an increase from the previous 60-day window). This update helps teams review a broader range of customer interactions for quality assurance, compliance checks, and performance insights. With a longer lookback period, users gain more flexibility in identifying patterns, addressing concerns, and supporting operational analysis.
Additional details
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
Improved native voice transcription readability for Portuguese
Genesys Cloud improved native voice transcription readability for Portuguese dialects (pt-PT and pt-BR). These enhancements apply to capitalization, punctuation, and normalization of digits for Portuguese language transcripts.
Additional details
Where:
- Admin > Quality > Speech & Text Analytics
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
Exclude existing topics and phrases from topic mining
Administrators can now set configuration to ignore topics and phrases already configured in an organization. This feature helps reduce duplicate suggestions and keeps the focus on identifying new and relevant conversation patterns. A global exclude list is also available, allowing teams to filter out specific words or phrases from mining results for cleaner, more actionable insights.
Additional details
Where:
- Admin > Quality > Topic Miner
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Manage expiring and expired exports in the scheduled exports view
Users can now see details about expiring and expired exports directly within the analytics workspace scheduled exports view. This feature helps users take timely actions such as renewing or downloading exports before expiration and also adds the ability to copy Export IDs and Run IDs for easier troubleshooting and tracking. The ability to view these exports improve visibility and control over export data, helping to streamline export management.
Additional details
One of the following licenses:
- All licenses include this feature.
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Enable focus mode for agent apps
Agents can now use focus mode to expand supported apps (for example, scripts or third-party tools) across the full workspace. This update helps improve visibility and interaction by hiding other panels and navigation, reducing clutter and allowing agents to concentrate on complex tasks. Focus mode is especially helpful for apps that exceed current layout dimensions, offering a more streamlined experience without requiring UI changes.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
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Improved Collaborate chat read and unread message sync
Feature postponed: July 31, 2025 Feature reenabled: August 21, 2025
Genesys Cloud users now benefit from server-side synchronization of read and unread messages across Collaborate on mobile, desktop, and web. This enhancement ensures a consistent message state across all platforms and resolves previous issues, including:
- Unread indicators disappearing after a refresh
- Unexpected clearing of group chat notifications
- Missed unread messages
Messages read in Collaborate mobile now sync automatically with the desktop and web experience. Unread indicators also persist reliably after an app refresh, providing a more seamless messaging experience. After this update, users may notice the following behavior:
- A temporary increase in unread rooms. This behavior resolves after opening each room.
- Messages marked as read only when the room fully loads. Quickly switching rooms or pressing the Esc key may leave unread indicators visible until the room is re-entered.
To ensure full sync functionality, Genesys recommends that organizations update to the latest versions of Collaborate apps:
- iOS: 2025.10217.0
- Android: 20250611.131
- Desktop: Latest available release
Additional details
One of the following licenses:
- Collaborate
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Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian
Genesys Agent Copilot and Genesys Virtual Agent now supports Danish Denmark (da-DK), Finnish Finland, (fi-FI) and Norwegian Norway (nb-NO).
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
Genesys Virtual Agent now supports Arabic UAE (ar-AE), Hindi (hi-IN), Korean Korea (ko-KR), and German Switzerland (de-CH) dialects.
Additional details
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 4
- Genesys Cloud AI Experience
Set limits on shift types and weekend work in schedules
Administrators and schedulers can now define minimum and maximum limits for specific shift types and set the number of required working weekends directly within a work plan. These controls help create fairer schedules by distributing critical or less desirable shifts and weekend work more evenly across employees. This update supports compliance with organizational and regional scheduling guidelines while improving consistency in shift planning.
Additional details
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Increased number of AI-scored questions allowed in evaluation forms
Genesys Cloud increased the number of AI-scored questions allowed on evaluation forms from 15 to 20. This update helps quality assurance teams design more detailed evaluations that capture a wider range of agent skills and behaviors. With this added flexibility, AI can support more of the evaluation process, helping to improve consistency and reduce manual effort as QA programs extend.
Additional details
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
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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