Genesys Cloud - UI New Features

***UPDATED 25-August-2026*** ***** Targeting Beta Mid to Late November 2026 ***** This preview highlights our ongoing work to evolve the Agent Workspace experience. We’re ...

Hi Nicholas, Thanks for the clarification and the screenshots. We've simplified the logic behind the UI differences: Current Logic (Pre-Enhancement): The system has always shown a different UI based on the number of conversation channels a user ...

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience. When using Screen reader users will now ...

We've added a simple but powerful enhancement to the After Contact Work (ACW) Notes experience - a live character counter . This update helps agents stay within note length limits while they write, rather than discovering issues at submission. Here's ...

Can the color for On-Queue be reverted back to the lighter blue original color? It stands out and its pretty basic. Not confusing. Now the color On-Queue indicator matches the Username font. Supervisors / Agents have be calling in to ask "why is ...

Hi Rainbow, Yes, this is the same change. This is a gradual, page-by-page change that we hope to complete by the end of the year. Please don't expect separate announcements for each page update. These changes are not controlled by a feature toggle; ...

@Zoltan Juricskay The new On-Queue colour that is using the same shade of dark blue as the rest of the Genesys UI is a terrible decision. This colour blue (R:33 G67: B162 or HEX/HTML #2143a2) is the default colour being used ...