Genesys Cloud - July 14, 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
Starting August 11, 2025, agent multi contextual panels will be the default experience. For more information, see Agent UI multiple contextual panels.
This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversations with full context visible at a glance.
One of the following licenses:
- All licenses include this feature.
Read more:
Recover deleted dashboards from summary and owner pages
Administrators can now recover dashboards deleted within the last 30 days directly from both the Performance Dashboard Summary page and the Dashboard Owners page. This feature allows administrators to quickly restore deleted dashboards without manually recreating them or contacting customer care. This enhancement provides improved visibility and control by allowing administrators to do the following:
- View and restore recently deleted dashboards.
- Filter or drill down into deleted dashboards by specific owners within the organization.
Where:
- Performance > Workspace > Dashboards > Dashboards
- Performance > Workspace > Dashboards > Dashboard Owners
One of the following licenses:
- All licenses include this feature.
Read more:
Flow outcomes and milestones now available in Journey Management
Journey Management users can now add and analyze Architect flow outcomes and flow milestones directly within Journey Management. These event types appear on the canvas alongside other journey events and support full grouping, filtering, and segmentation functionality. This enhancement allows teams to better understand where customers hit key milestones or achieve specific outcomes during their interactions. Flow-level data is now easier to access and interpret, supporting improved optimization, reporting, and journey design.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Read more:
Improved Collaborate chat read and unread message sync
Genesys Cloud users now benefit from server-side synchronization of read and unread messages across Collaborate on mobile, desktop, and web. This enhancement ensures a consistent message state across all platforms and resolves previous issues, including the following:
- Unread indicators disappearing after a refresh
- Unexpected clearing of group chat notifications
- Missed unread messages
Messages read in Collaborate mobile now sync automatically with the desktop and web experience. Unread indicators also persist reliably after an app refresh, providing a more seamless messaging experience. After this update, users may notice the following behavior:
- A temporary increase in unread rooms. This behavior resolves after opening each room.
- Messages marked as read only when the room fully loads. Quickly switching rooms or pressing the Esc key may leave unread indicators visible until the room is re-entered.
To ensure full sync functionality, Genesys recommends that organizations update to the latest versions of Collaborate apps:
- iOS: 2025.10217.0
- Android: 20250611.131
- Desktop: Latest available release
- 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.
