Genesys Cloud – Features coming soon

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.

Use the same email domain across multiple Genesys Cloud orgs

Administrators can now reuse the same email domain name across multiple Genesys Cloud orgs when configuring IMAP with SMTP or Microsoft Graph integrations. This enhancement helps organizations that manage multiple departments, brands, or regions under a shared domain streamline their email setup and maintain consistent communication management. The change increases configuration flexibility for large enterprises while continuing to support security and compliance standards. The ability to reuse domains does not apply to SES configurations.

Analyze segment and web outcome events in Journey Management

Administrators can now include segment and web outcome events from Genesys Predictive Engagement in Journey Management. This enhancement helps analysts understand how customer segments and web outcomes influence journey behavior, conversion, and effort. By combining pre-interaction web activity with existing journey data, analysts gain a more complete view of the customer experience and can better identify what drives desired outcomes such as self-service or escalation. This feature improves visibility into journey performance and supports more informed, data-driven decisions about customer engagement strategies.

Improved scripting accessibility tools

Administrators can now add accessibility properties to script components to improve accessibility. This enhancement allows screen readers to interpret script prompts and images and helps ensure that scripts are easier to navigate and use for people who rely on assistive technologies. This update helps Genesys Cloud meet accessibility standards and supports administrators in building more inclusive agent scripts.

Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue

Agents who use the Unified Experience for Genesys and ServiceNow can now place outbound calls on behalf of a queue. This feature extends existing outbound calling capabilities, enabling agents to associate calls with specific queues for more accurate analytics, consistent ANI presentation, and alignment with recording and quality management policies.

Map participant data from Genesys Cloud to ServiceNow interaction fields

Agents who use Unified Experience from Genesys and ServiceNow can now view interaction context directly in ServiceNow interaction fields. Administrators can map the participant data that Genesys Cloud collects from flows, bots, and virtual agent interactions and display them in corresponding ServiceNow fields. This feature helps agents to enhance personalization and reduce handle time by minimizing the need to ask customers for repeated information.

Preview guides for virtual agents in AI Studio

Administrators can now use the preview guides feature in AI Studio to test and fine-tune guides without creating or configuring a flow in Architect. The update simplifies the testing process and helps administrators validate guide behavior for virtual agents more efficiently within a single workspace.

Configure virtual agents to generate answers from multiple sources

Knowledge authors can now configure knowledge bases to generate dynamic, intelligent answers from more than one relevant resource. Previously, virtual agents only generated an answer from the top-ranking article. This feature enables virtual agents to provide more accurate and relevant responses and also alleviates the process of content creation by leveraging Genesys Cloud agentic artificial intelligence capabilities.

Workforce management block scheduling

Administrators and contact center managers can now use the workforce management block scheduling feature to schedule agents for specific types of work at defined times. To accomplish this, they associate non-default on-queue activity codes with planning groups and apply these codes in work plan configurations or during manual schedule management. This enhancement improves scheduling precision by aligning agent shifts with designated work blocks, helping to ensure that key metrics such as service level, average speed of answer, and occupancy accurately reflect dedicated work assignments.

Adherence and activity code mapping enhancements

Administrators can now map a secondary status to multiple activity codes. This feature provides greater flexibility in configuring adherence. Also, administrators can choose to ignore individual activity codes, not just categories, for adherence. These enhancements increase configuration precision, enabling agents to perform specific off-queue tasks without negatively impacting adherence metrics.