Genesys Cloud - June 16, 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:
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.
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
- Genesys Cloud 4
Read more:
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.
Where:
- Interactions > Profile Panel
- Directory > External Contacts
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
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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.
Where:
- Performance > Workspace > Dashboards > Dashboards
One of the following licenses:
- All licenses include this feature.
Read more:
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.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud AI Experience
- Genesys Cloud EX
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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.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
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.
