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Ask the Expert: User Home & Activity Overview

  • 1.  Ask the Expert: User Home & Activity Overview

    Posted 3 days ago

    Welcome to another post in our Ask the Expert series, brought to you by the Genesys Education team! 

    In this edition, we're diving into the upcoming transition of Agent and Supervisor Activity Overview into the new User Home experience in Genesys Cloud with the Product SME @Daniel Chapdelaine . 

    Read on as we answer some of the most common questions to help you understand what's changing, why it matters, and how to prepare. 

     

    What is User Home? 

    User Home is a centralized workspace in Genesys Cloud where agents and supervisors can access their most important activity insights such as schedules, performance, coaching, and learning-all in one place. 

    In this initial release, User Home focuses on moving the existing Activity (My Activity) experience into a new Home location in the main navigation. The same information remains available, now accessed through the Home experience, with some items that were previously tabs now available as links under My Activity. 

    User Home is built on a new, flexible framework that allows agents and supervisors to customize their experience by selecting which widgets to display, arranging them, and tailoring the layout to fit their preferences. 

    User Home is designed to evolve over time, serving as the foundation for more role-aware, context-aware, and proactive experiences, including future AI-powered insights. 

     

    What is changing and what is staying the same? 

    On May 11, 2026, Genesys Cloud will move the existing Agent and Supervisor Activity Overview into the new User Home experience. 

    What's changing is where and how users access this information. A new Home link will be available in the main navigation, where users can access their activity overview. In addition, the Scorecard will be available through a new "Scorecard Insights" link under My Activity, making it easier to find. 

    What's staying the same is the information and purpose of the experience. Users will continue to see familiar insights such as schedules, performance, coaching, and learning, and will use this information in the same way as before. 

    In short, this update introduces a new, centralized location and experience, while preserving the core functionality that users rely on today. 

     

    Why is this change important and what are the key benefits of User Home? 

    This change is about creating a more streamlined and unified experience for agents and supervisors in Genesys Cloud. 

    By moving Activity Overview into User Home, Genesys brings key insights into a single, centralized workspace. This reduces the need to navigate across multiple pages and makes it easier for users to quickly access the information they need throughout their day. 

    Key benefits include: 

    • A centralized workspace for activity insights  

    • A more intuitive and efficient daily workflow  

    • A foundation for future enhancements, including more proactive and AI-powered insights  

    Overall, this change improves the current user experience while setting the stage for a more intelligent and personalized experience over time. 

     

    Who can benefit from using User Home? 

    User Home is designed for: 

    • Agents who need visibility into schedules, performance, and learning  

    • Supervisors who monitor activity and support their teams  

    • Administrators and enablement teams who support these users  

    While the experience is shared, what users see may evolve over time to become more role- and context-aware. 

     

    Is this the final version of User Home? 

    No-this is just the beginning. 

    The move of Activity Overview into User Home represents the first phase of a broader evolution of the agent and supervisor experience in Genesys Cloud. 

    Future enhancements are expected to include: 

    • More role-aware and context-aware widgets  

    • More proactive insights and recommendations  

    • Expanded AI-powered capabilities, including anomaly detection-driven insights 

     

    Where can learners go for more information? 

    At this time, you can review the Community post: Prepare for Activity Overview moving into User Home or reach out to your Genesys representative for additional guidance.  

    You can also like this post to stay up to date as additional phases of User Home become available.  


    #GenesysCloud
    #Training

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    Melissa Talamonti-Clark
    Product Manager, Genesys Education
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