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 October 27, 2025. The feature descriptions in the October 27, 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.
Streamlined navigation and information architecture update
Important
Genesys Cloud has automatically switched to the new Navigation and Information Architecture as the default interface for all users. As the changes are deployed throughout regions, your users no longer have access to the legacy UI view.
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:Genesys Cloud has automatically switched to the new Navigation and Information Architecture as the default interface for all users. As the changes are deployed throughout regions, your users no longer have access to the legacy UI view.
- The permission New Genesys UI Navigation may still persist but is disabled for all users.
- If you have any new ideas, enhancements or feature requests related to the new navigation experience, please submit via the Genesys Cloud Ideas portal.
- 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.
Analytics Conversation Detail Jobs API extended conversation data retrieval
Genesys Cloud now enhances the Analytics Conversation Detail Jobs API to support data retrieval for conversations that are more than five years old, removing previous access limitations. This improvement enables organizations with extended compliance or audit requirements to retrieve and analyze historical interaction data while maintaining system performance and reliability. Users can filter conversations in the Interactions view and retrieve them in bulk through the API, ensuring comprehensive visibility, improved compliance reporting, and greater data accessibility. Previously, conversation data retrieval was limited to five years.Note: This feature is available on a limited basis.
Greater outbound performance and platform enhancements for BYOC Cloud
Administrators can now benefit from an enhanced BYOC Cloud voice platform that supports higher outbound performance, updated network endpoints, and additional security controls. These improvements increase reliability, scalability, and overall platform readiness for all customers as Genesys continues to evolve its cloud telephony architecture. Note: This feature is available on a limited basis.
Workforce management override for time-off plan dates
Workforce management administrators can now define specific blocked days to pause automatic approvals or prevent agents from submitting time-off requests during critical periods. Administrators can also temporarily disable auto-approvals for selected dates, restrict time-off requests on blackout days, and override standard time-off plan settings for greater control and flexibility.
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