Future release announcements

Learn about upcoming Genesys Cloud features and related UI changes.

For information about features scheduled for the next Genesys Cloud feature release, see Features coming soon.

Telephony administrator UI updates

Genesys Cloud will perform rolling updates to the telephony administrator UI over the next few months. The changes may include updated icons for better visual alignment with other settings throughout the platform. The changes do not impact feature functionality or agent facing views.

Improved user activity indicators

A future release will include improvements to Genesys Cloud user activity indicators for consistency and detail. For a more consistent display of voice interactions, activity indicators will combine ACD and non-ACD call counts, using the same icon for both types of calls. Performance views and dashboards will continue to provide separate counts for ACD and non-ACD calls. In addition, activity indicators will provide counts and icons for digital interactions, such as messaging and email. For more information, see Activity Indicators Update in Community. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, Collaborate, or Communicate.

Single customer view

A future release will introduce the single customer view. The view enables agents to follow a contact’s complete story throughout every touch point with your organization. When an interaction begins, Genesys Cloud automatically shows the contact’s journey, including each experience the contact has with your organization, across all channels that are associated with linked contacts. For more information, see Upcoming UI changes in agent desktop: Single customer view in Community. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Genesys Cloud rebranding update

The Genesys Cloud product name and logo was updated in 2021 in many interfaces, installs, websites, and documentation. Genesys will begin updating domain names in the first half of 2022 and will provide an update as work progresses. For more information, see PureCloud to Genesys Cloud FAQ in Community. This feature has no restriction by user or required user to access.