Genesys Cloud – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until June 16, 2025. The feature descriptions in the June 16, 2025 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
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
In the coming weeks, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt in after they receive the new permission for multi contextual panel experience has been removed though Genesys will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users. For more information, see Agent UI multiple contextual panels.
Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
Configurable X integration sizes and new entry size
Administrators can now configure the size of the X (formerly Twitter) integration when setting up a new connection and also adjust the size of existing X integrations directly within the platform. This feature helps improve flexibility and control when setting up or maintaining X messaging capabilities.
Linked organization name directly in the Profile Panel contact card
Agents can now view the linked organization’s name directly below the contact’s name in the contact card in the Profile Panel tab. This enhancement offers agents a quicker way to access the organization name and improves their efficiency while responding to a customer. Previously, an agent had to navigate to the Organization tab in the Profile Panel page to view the organization name.
Enhanced Performance dashboards with real-time agent status counts by work team
Supervisors can now configure widgets based on work teams and view real-time agent status metrics specific to their teams. This feature enables supervisors to monitor agent status counts in real-time and filter the agent list by work team.
AI insights about reasons for customer sentiment
Administrators can now view AI insights to understand the reasons behind customer sentiment. The Reason for Sentiment feature helps teams quickly understand the drivers behind customer satisfaction or dissatisfaction in interactions. Instead of just showing whether sentiment is positive, negative, or neutral, the feature highlights specific factors influencing customer emotions; for example, long wait times, product issues, or agent empathy. This feature makes it easier for supervisors to find the root cause of negative experiences, coach agents based on specific moments in conversations, and spot common themes across multiple interactions.
Agent Copilot summary API metrics and edited summaries
Administrators can now track how agents interact with AI-generated summaries using the Agent Copilot Summary Analytics API. This feature includes metrics for how often summaries are presented, edited, submitted, copied, and the amount of positive and negative feedback that agents provide. The API also tracks AI-predicted wrap-up code submissions. In addition, the Agent Copilot Summary Conversation API now includes edited summaries, along with associated reason and resolution fields, which helps to ensure that CRM systems receive both the original AI-generated summary, and any agent changes. These updates give supervisors more visibility into how agents use Copilot summaries and help support monitoring, reporting, and coaching efforts. Agent Assist summaries are not included in this update and will be addressed separately.
