Genesys Cloud - UI New Features

***UPDATED 25-August-2026*** ** Targeting Beta Mid to Late November 2026 * * **Targeting GA Mid to Late Q1 2027** This preview highlights our ongoing work to evolve the ...

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 ...

The smaller skill view with truncated skill names was a common complaint from our support management. Definitely less usable compared to the prior design. Given the space to the left becomes unusable in this state, giving more space to the right-hand ...

Apologies as I have not been following all of the updates on this since the rollback occurred last week, however was one of the fixes to address the ability to see the full skill name? Right now ours are cutting off because of the limited screen area ...

Hi Linda and Team, Thank you for reaching out, and for your patience as we work through this. I wanted to share the latest update on the issue. Our team has identified 4 fixes that address the root cause. These fixes will be deployed to our Beta environment ...