Genesys Cloud - October 27, 2025

La disponibilidad de las funciones puede variar y se basa en factores como, entre otros, la preparación de la región, las licencias del producto y el calendario de lanzamientos de Genesys. Para más información, consulte el calendario de lanzamientos de Genesys Cloud.

Navegación simplificada y actualización de la arquitectura de la información

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.
  • 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.
For more information, see New unified navigation experience coming to Genesys Cloud.
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.

Detalles adicionales

Una de las siguientes licencias:

  • Colaborar
  • Comunicar
  • Complemento Genesys Cloud Analytics (A3S)
  • Genesys Cloud 1
  • Complemento digital Genesys Cloud 1 II
  • Complemento WEM II de Genesys Cloud 1
  • Genesys Cloud 2
  • Genesys Cloud 2 Digital
  • Complemento Genesys Cloud 2 WEM I
  • Genesys Cloud 3
  • Genesys Cloud 3 Digital
  • Genesys Cloud 4
  • Experiencia de Genesys Cloud AI
  • Complemento de automatización del trabajo

Más información:

Productividad de los empleados
Interfaz de navegación

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. 

Detalles adicionales

Dónde:

  • Rendimiento > Espacio de trabajo > Contact Center > Interacciones

Una de las siguientes licencias:

  • Todas las licencias incluyen esta función.

Más información:

Datos, análisis e informes
Análisis e informes

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. 

Detalles adicionales

Una de las siguientes licencias:

  • Todas las licencias incluyen esta función.

Más información:

Plataforma abierta
Genesys Cloud Voice

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.

Detalles adicionales

Dónde:

  • Admin > Workforce Management > Time-off Plans

Una de las siguientes licencias:

  • Complemento WEM II de Genesys Cloud 1
  • Complemento Genesys Cloud 2 WEM I
  • Genesys Cloud 3
  • Genesys Cloud 4
  • Genesys Cloud EX

Más información:

Compromiso de los trabajadores
Time-off Management
Nota:
  • Genesys Cloud habilita funciones para su lanzamiento a partir del lunes y hasta el final del día jueves, por región. Si no ve una función habilitada para su organización al siguiente día hábil, compruebe las suscripciones y los permisos necesarios que se indican en las notas de la versión y la documentación relacionada. Si confirma la suscripción y los permisos y sigue teniendo problemas, póngase en contacto con el servicio de atención al cliente de .
  • Algunas funciones pueden requerir un complemento de integración.