Genesys Cloud - October 6, 2025

Streamlined navigation and information architecture update

Genesys Cloud will introduce a new navigation system and updated information architecture to improve the user interface and overall usability. This change will not add or remove any product functionality but will reorganize 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 will include the following:

• A unified global menu that will consolidate 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 will be located in the top bar.
• Enhanced global search that will include menu page results alongside people, groups, and locations. This improvement will allow 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 will include consolidated access to video chat and main stage apps.

Team schedule view for agents

Agents can now view their colleagues’ schedules in a read-only Team Schedule view. This feature helps agents see who they are working with, who is scheduled after their shift, and who may be available for a shift swap. Administrators control access at the management unit level, ensuring that only authorized agents can view team schedules. With this update, agents gain better visibility into team coverage, which improves collaboration, planning, and shift coordination while maintaining administrative oversight of access.

Deprecation: Genesys Cloud SSO certificate expiry

On December 10, 2025, Genesys Cloud will update its single sign-on certificate ahead of the current certificate’s expiration on January 1, 2026. Genesys chose this date to minimize disruption during the holiday period. The new certificate will be available for download in the admin UI starting November 2, 2025. If your organization uses signed authentication requests or the Single Logout feature, you need to update your Identity Provider with the new certificate. If your provider supports multiple certificates, you may upload it anytime after November 2, 2025. If not, upload the new certificate on or after December 10, 2025. This update helps to ensure secure and uninterrupted single sign-on access in Genesys Cloud.