Genesys Cloud - July 14, 2025

Paneles multicontexto

This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversations with full context visible at a glance.

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.

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.

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