Genesys Cloud FedRAMP region – May 12, 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
In the coming weeks, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience has been removed though we 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.
One of the following licenses:
- All licenses include this feature.
Read more:
Instagram support for external contacts identity resolution
Administrators can now enable identity resolution for Instagram direct messaging, allowing agents and admins to manage Instagram interactions the same way they do for other social channels. Instagram now appears in the External Contact management interface, the Agent’s Profile panel, and in the Customer Journey view. This support helps agents associate Instagram interactions with new and existing contacts, view past interactions.
Where:
- Admin > Directory > Identity Resolution
- Directory > External Contacts
- Interactions panel > Profile tab
- Interactions panel > Customer Journey tab
- Performance > Workspace > Contact Center > Interactions, click interaction, and then Customer Journeys tab
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
Read more:
Average Speed of Answer in Agent Performance views
Supervisors can now view the Average Speed of Answer (ASA) in Agent Performance views, including the summary and detail views for voice, messaging, and email. This update gives supervisors an additional metric to help evaluate how quickly agents respond to interactions, supporting a more complete view of agent performance. The addition of ASA to these views improves performance monitoring efficiency and provides consistency with how teams already track service responsiveness.
Where:
- Performance > Workspace > Contact Center > Agent Performance.
- Performance > Workspace > Contact Center > Agent Performance, click agent name.
- Performance > Workspace > Contact Center > Queue Performance, click queue name, and then the Agents tab.
- Performance > Workspace > Digital > Message Agent Performance.
- Performance > Workspace > Digital > Message Agent Performance, click agent name.
- Performance > Workspace > Digital > Email Agent Performance.
- Performance > Workspace > Digital > Email Agent Performance, click agent name.
One of the following licenses:
- All licenses include this feature.
Read more:
- 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.
