Genesys Cloud - UI New Features

At Genesys, we're dedicated to creating an inclusive and accessible experience for all users. As part of our ongoing accessibility improvements, we've recently resolved several issues to enhance screen reader and keyboard navigation support in the Genesys Cloud CX UI.

What's Improved

• Streamlined Navigation: Hidden drag-and-drop elements that were unnecessarily announced by screen readers have been removed, so only relevant items appear in the tab order.
• Clearer Instructions: Draggable and sortable item instructions are now centralized and consistently applied to the correct elements.
• Better Screen Reader Support: The Interactions panel now has the correct label and is properly announced by JAWS (no longer read as "Unlabeled zero button").
• Accurate Keyboard Prompts: Reorder button instructions now correctly guide users to press the Spacebar, instead of incorrectly prompting to press Enter.
• Correct Activation Feedback: Screen readers now announce sortable instructions accurately without adding misleading "press enter" guidance.

Why This Matters

These updates improve the usability, accuracy, and reliability of assistive technology support in Genesys Cloud CX, making it easier for users to navigate and interact with the platform.

Our Commitment

Accessibility is an ongoing priority. We'll continue working closely with our users and development teams to identify and resolve issues, ensuring an equitable and intuitive experience for everyone.

 

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Nicholas Robinson
Principal Product Manager
Genesys - Employees
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Thank you Nicholas :) 

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Andrea Nadeau
Technology Consultant
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Hi @Nicholas Robinson.. Reaching out to you as suggested by Sachi in another discussion - https://community.genesys.com/discussion/decompose-transfer-permissions?ReplyInline=6b39f372-2123-434c-8fd7-019915bb4d0c.  He believes the issue I have raised is possible due to a UI change that happened around Aug 11,2025.

As mentioned in the previous discussion, I need to understand if a change has broken a particular scenario during a Consult transfer.  One of our customers has reported (since Aug 11, 2025) they do not get a 'Transfer' option during a 'Consult' transfer.  In the past they were able do a transfer to the extension/DDI/external contact before the recipient/voicemail answers the call.   Now they only get the "Transfer' option only when the recipient answers the call.

Please be advised I have logged a support ticket but am not getting much traction from it. 

Any info would be appreciated. 

Thanks,

Dinshaw 

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Dinshaw Mehershahi
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Thanks Nicholas, is there any option to configure the size of the panels so they are less obstructive during an interaction?

I can't seem to find a way to have them take up any less than half of the screen.

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Dean Pocock
Workforce Management Optimisation Officer
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Have same question as Dean.

As we mentioned during the Multi-contextual panel roll-out our agents typically have a Dashboard displayed while on a live ACD call. Prior to the multi-panel UI update, this dashboard could be viewed in much larger fashion. We brought this up during the multi-panel roll-out and it was mentioned that it would be addressed. 

Any updates on that effort?

With the new Navigation UI roll-out that just kicked off, this has become a hot topic again. Hoping we have an update or some progress toward a solution for this?

Ideally the user / agent could adjust the size of a dashboard (or their navigation panel) while in their Agent Workspace and Collapsed.

A resize bar would be ideal to adjust the size on a case by case basis. At worst a Small, Medium or Large option may work as well.

I can provide screenshots as needed, but they are similar to Deans above, except a Dashboard exists on left-hand side of screen instead of the Parked Conversations / Queue info. 

Thanks all. Fingers crossed.

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Shane Jenkins
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Original Message:
Sent: 09-16-2025 03:03
From: Dean Pocock
Subject: Agent Workspace (Multipanel) Accessibility Enhancements

Thanks Nicholas, is there any option to configure the size of the panels so they are less obstructive during an interaction?

I can't seem to find a way to have them take up any less than half of the screen.

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Dean Pocock
Workforce Management Optimisation Officer
------------------------------

My apologies for the delayed response ...Unfortunately not at this time.  Please keep in mind we are continuing to make adjustments to the overall experience.  There are plans to move this capability into a separate "windows"

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Nicholas Robinson
Principal Product Manager
Genesys - Employees
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Original Message:
Sent: 10-08-2025 11:56
From: Shane Jenkins
Subject: Agent Workspace (Multipanel) Accessibility Enhancements

Have same question as Dean.

As we mentioned during the Multi-contextual panel roll-out our agents typically have a Dashboard displayed while on a live ACD call. Prior to the multi-panel UI update, this dashboard could be viewed in much larger fashion. We brought this up during the multi-panel roll-out and it was mentioned that it would be addressed. 

Any updates on that effort?

With the new Navigation UI roll-out that just kicked off, this has become a hot topic again. Hoping we have an update or some progress toward a solution for this?

Ideally the user / agent could adjust the size of a dashboard (or their navigation panel) while in their Agent Workspace and Collapsed.

A resize bar would be ideal to adjust the size on a case by case basis. At worst a Small, Medium or Large option may work as well.

I can provide screenshots as needed, but they are similar to Deans above, except a Dashboard exists on left-hand side of screen instead of the Parked Conversations / Queue info. 

Thanks all. Fingers crossed.

------------------------------
Shane Jenkins
------------------------------


Original Message:
Sent: 09-16-2025 03:03
From: Dean Pocock
Subject: Agent Workspace (Multipanel) Accessibility Enhancements

Thanks Nicholas, is there any option to configure the size of the panels so they are less obstructive during an interaction?

I can't seem to find a way to have them take up any less than half of the screen.

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Dean Pocock
Workforce Management Optimisation Officer

Hi Nicholas / all,

We continue to receive intermittent questions / complaints regarding the inability to resize the windows while an agent / user is in Split Screen mode. Wanted to circle back to this posting and questions on the UI.

 I'll attach a new screenshot below of a question we just received today 02/13. It seems like late last year it was discussed some work was in progress and/or a second session or window would be allowed to display other windows such as a Dashboard at a more reasonable size. Our agents like keeping a dashboard or analytics workspace view up while working and on a call. They cannot currently resize or make more room to display it.

If possible, please let us know how things are progressing w more customizable UI options and/or what the latest direction is and if there is a ballpark timeline, etc. 

Thanks all!

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Shane Jenkins
IT Sys Admin Mgr
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Original Message:
Sent: 10-14-2025 13:54
From: Nicholas Robinson
Subject: Agent Workspace (Multipanel) Accessibility Enhancements

My apologies for the delayed response ...Unfortunately not at this time.  Please keep in mind we are continuing to make adjustments to the overall experience.  There are plans to move this capability into a separate "windows"

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------


Original Message:
Sent: 10-08-2025 11:56
From: Shane Jenkins
Subject: Agent Workspace (Multipanel) Accessibility Enhancements

Have same question as Dean.

As we mentioned during the Multi-contextual panel roll-out our agents typically have a Dashboard displayed while on a live ACD call. Prior to the multi-panel UI update, this dashboard could be viewed in much larger fashion. We brought this up during the multi-panel roll-out and it was mentioned that it would be addressed. 

Any updates on that effort?

With the new Navigation UI roll-out that just kicked off, this has become a hot topic again. Hoping we have an update or some progress toward a solution for this?

Ideally the user / agent could adjust the size of a dashboard (or their navigation panel) while in their Agent Workspace and Collapsed.

A resize bar would be ideal to adjust the size on a case by case basis. At worst a Small, Medium or Large option may work as well.

I can provide screenshots as needed, but they are similar to Deans above, except a Dashboard exists on left-hand side of screen instead of the Parked Conversations / Queue info. 

Thanks all. Fingers crossed.

------------------------------
Shane Jenkins


Original Message:
Sent: 09-16-2025 03:03
From: Dean Pocock
Subject: Agent Workspace (Multipanel) Accessibility Enhancements

Thanks Nicholas, is there any option to configure the size of the panels so they are less obstructive during an interaction?

I can't seem to find a way to have them take up any less than half of the screen.

------------------------------
Dean Pocock
Workforce Management Optimisation Officer

Hi Nicholas, 

I wanted to add to this discussion regarding the Agent Workspace (Multipanel) changes. 

Similar to what Dean and Shane mentioned, I've also noticed an extra step has been introduced. Users now have to click an additional time to view the right panel, which adds a slight but noticeable inefficiency during active interactions. 

It would be beneficial to have the option to configure and set default panel visibility based on user preference or workflow needs.  Some of the panel display is wasted space for some of our customers. This would streamline navigation and reduce unnecessary clicks, especially for agents handling multiple interactions throughout the day.

Thanks for continuing to improve accessibility and usability; these refinements make a real difference for users in daily operations. 

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Sheila Lyons
Sales Coordinator
Eccentex Corporation
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