Genesys Cloud - November 17, 2025

Streamlined navigation and information architecture update

Genesys Cloud introduces a new navigation system and updated information architecture to improve the user interface and overall usability. This change does not add or remove any product functionality but reorganizes how users access existing features. The new structured, hierarchical menu will replace the current navigation layout. The goal is to reduce friction, improve findability, and deliver a more intuitive and consistent experience across user types. Key updates include the following:

• A unified global menu that consolidates navigation across the platform, including a new information architecture, will improve the menu structure and labels for added clarity and consistency.
• Repositioned elements such as contextual help, Collaborate, inbox, widget apps, and the user avatar are located in the top bar.
• Enhanced global search that will include menu page results alongside people, groups, and locations. This improvement allows users to more efficiently find both people and groups, as well as key platform features, from a single search interface.
• Simplified access to certain features as part of the navigation changes. Examples include consolidated access to video chat and main stage apps.

BYOC Premises Edge devices in Edges list view

Administrators can now view only BYOC Premises Edge devices in the Digital and Telephony > Telephony > Premises Edges > Edges list view. Cloud media instances no longer appear in this view, which helps administrators focus on relevant edge devices specific to their environment. This update also introduces visibility into concurrent call capacity and calls per-second limits for each organization, providing clearer insight into telephony performance and capacity. This enhancement helps administrators manage their telephony configuration more effectively and with greater confidence.
Note: This feature is available on a limited basis.

Control agent transfer capabilities via permissions

Administrators can now use permissions to control whether agents can transfer interactions. This feature gives administrators more granular control over what transfer methods an agent can use and where they transfer the interactions.

Inactivity handling for messaging interactions

Administrators can now configure an inactivity time limit for messaging interactions. When a customer or agent remains inactive beyond the defined time, the interaction automatically disconnects or routes to an Architect flow. This enhancement helps reduce idle conversations in agent queues and supports more efficient handling of active interactions, improving overall service quality and agent availability.

Topic miner support for Arabic dialects

Topic miner is now available in Arabic United Arab Emirates (ar-AE), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), and Arabi Saudia Arabia (ar-SA). This feature enables administrators and analysts to mine for topics in this dialect across all media types to gain insights into emerging topics.

Topic miner support for Hindi dialect

Topic miner is now available in Hindi Hindu (hi-IN). This feature enables administrators and analysts to mine for topics in this dialect across all media types to gain insights into emerging topics.

Agent-to-agent consult and warm transfer for messaging interactions

Agents can now open an internal consult session with another agent over messaging before they transfer an interaction. This enhancement enables agents to share context and coordinate effortlessly, improving collaboration and delivering a smoother experience for both customers and agents. By allowing agents to discuss and prepare before completing a transfer, this update helps increase efficiency, improve first contact resolution, and enhance overall customer satisfaction.

Custom prompts in advanced summary configurations

Administrators can now create custom prompts in advanced summary configurations within Agent Copilot. This feature allows administrators to define up to 3000 characters of custom text to guide how Agent Copilot summarizes interactions between agents and customers. By tailoring prompts to business needs, administrators can help improve the clarity, structure, and relevance of automated summaries. Custom prompts can be tested against sample or pasted transcripts before publishing to confirm that the generated summaries align with organizational requirements.
Note: This feature is available on a limited basis.

Live character counter for ACW notes

Genesys Cloud now supports a live character counter for After Contact Work (ACW) notes, allowing agents to view and manage text length in real time. The notes field displays a running character count that changes color as limits are approached or exceeded, and highlights overflow text to indicate where edits are needed. This enhancement helps agents stay within system limits, reduce note rework, and maintain consistent, high-quality data entry. For more information, see the community post Visit Live Character Counter for ACW Notes

Internationalized date formats in Genesys Tempo

Users can now view their schedule with international date formats in Genesys Tempo. This enhancement allows workforce management users to view dates in a format that matches their device’s locale settings. Dates appear in familiar, region-specific formats (for example, users in the United States see dates as M/D/YY, while users in other regions see D/M/YY). This update helps provide a more intuitive and consistent experience by displaying date and time formats according to the user’s browser locale rather than the display language.

Mexico region deployment

Genesys added the Mexico region to its Genesys Cloud deployment. Genesys Cloud customers can choose the region closest to their main site location.

Singapore region deployment

Genesys added the Singapore region to its Genesys Cloud deployment. Genesys Cloud customers can choose the region closest to their main site location.

Rule-based decisions and string list attribute support

Administrators can now use rule-based decisions to define, test, and manage business rules that define how to route and handle customer interactions. Rule-based decisions enable administrators and developers to create structured conditions and outcomes using rule schemas, decision tables, and the Call Decision Table action in Architect. Developers can use APIs to integrate rule-based decisions with other systems, such as CRM and ERP applications. Rule-based decisions also introduce a new List of String attribute that allows rule authors to group comma-separated string values into lists. This capability simplifies decision table design and helps improve flexibility and maintainability when defining complex conditions. Flow authors can also pass list inputs into the Call Decision Table action to create more adaptive and efficient routing logic.

Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.

Genesys Cloud now streams each monitor once for concurrent digital interactions. This feature enhances video streaming in the Genesys Cloud CX digital agent workspace app while agents manage multiple digital interactions that use screen recording.

Adherence widget available in the Activity view

Agents can now view their adherence in the new adherence widget within the Activity view. The widget displays each agent’s scheduled, actual, and exception details for the day, helping them stay informed about their adherence performance and daily targets. Agents can also access their adherence information from the schedule screen to review adherence details for today and previous days.

Automatic submission of completed AI evaluations

Administrators can now configure evaluation forms to be automatically submitted when all questions are completed through AI Scoring, Evaluation Assistance, or defaults. This capability helps streamline evaluation workflows by reducing manual submissions and improving the timeliness of performance feedback. This enhancement supports faster, more consistent processing of evaluations and provides visibility into which forms were auto-submitted versus submitted manually, helping administrators and supervisors monitor evaluation activity more efficiently.

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

On November 17, 2025, Genesys Cloud deprecated the following components in the External Contacts API:

• The current merge endpoint: POST /api/v2/externalcontacts/merge/contacts
• The mergeOperation in the contact object

These components will be replaced by:

• A new merge endpoint: POST /api/v2/externalcontacts/contacts/merge which allows merging up to 25 contacts of any type
• Two new fields: mergedTo, and mergedFrom, which offer more precise and flexible tracking of merged contact records

Customers must review and update their integrations to use the new endpoint and fields to align with the latest functionality in the External Contacts API.

Deprecation: Administrator login using only user name and password

On February 9, 2026, Genesys Cloud will deprecate the ability for administrators to log in using only a user name and password. From the effective date, administrators must also use multi-factor authentication (MFA) when they sign in to Genesys Cloud. This change applies to all administrator accounts with elevated access permissions, except those that authenticate through single sign-on (SSO) systems, which already require MFA. Requiring MFA helps improve account security and reduces the risk of unauthorized access when login credentials are compromised.