Genesys Cloud - Main

Hello Beka,

I don't believe there is a way to revert back to the old UI.  What issue are you experiencing?

Thank you Samuel, we are not experiencing any issues, the users don't like this interface.

Hello Beka,

I don't believe there is a way to revert back to the old UI.  What issue are you experiencing?

Change is always interesting, but the new Genesys Cloud navigation incorporates the latest design elements and enhanced accessibility features: Release Notes

------------------------------
Sam Jillard
Online Community Manager/Moderator
------------------------------


Original Message:
Sent: 06-18-2026 10:47
From: Beka Mumladze
Subject: Interface change

Thank you Samuel, we are not experiencing any issues, the users don't like this interface.

------------------------------
Beka
------------------------------



Original Message:
Sent: 06-18-2026 10:34
From: Samuel Jillard
Subject: Interface change

Hello Beka,

I don't believe there is a way to revert back to the old UI.  What issue are you experiencing?

------------------------------
Sam Jillard
Online Community Manager/Moderator
------------------------------

Change is always interesting, but the new Genesys Cloud navigation incorporates the latest design elements and enhanced accessibility features: Release Notes

Thank you Samuel, we are not experiencing any issues, the users don't like this interface.

Hello Beka,

I don't believe there is a way to revert back to the old UI.  What issue are you experiencing?

Hi Samuel,

I did read the release notes and was taken by suprise anyway. Maybe its because English is not my native language, but "Administrators can now access an updated user menu" did let me think, that the change is only affecting Admins.

------------------------------
Christoph Domaschke
Produktmanager Kunden-Dialog-Center
------------------------------


Original Message:
Sent: 06-18-2026 10:54
From: Samuel Jillard
Subject: Interface change

Change is always interesting, but the new Genesys Cloud navigation incorporates the latest design elements and enhanced accessibility features: Release Notes

------------------------------
Sam Jillard
Online Community Manager/Moderator
------------------------------



Original Message:
Sent: 06-18-2026 10:47
From: Beka Mumladze
Subject: Interface change

Thank you Samuel, we are not experiencing any issues, the users don't like this interface.

------------------------------
Beka
------------------------------




Original Message:
Sent: 06-18-2026 10:34
From: Samuel Jillard
Subject: Interface change

Hello Beka,

I don't believe there is a way to revert back to the old UI.  What issue are you experiencing?

------------------------------
Sam Jillard
Online Community Manager/Moderator
------------------------------

hello all,

The new "On Queue" colour is confusing because it's inconsistent across views, and the darker blue doesn't clearly signal a status change. The previous light blue was already well understood, so adding another blue shade makes the state harder to recognise.

The new dark blue also blends in with other UI elements, so the blue ring around the avatar no longer reads as a presence indicator. It feels more like a generic outline than a meaningful status cue.

Using one consistent colour-ideally the original light blue-would make the On Queue state much clearer.

To Genesys people, can you please consider this request ?

Hi Samuel,

I did read the release notes and was taken by suprise anyway. Maybe its because English is not my native language, but "Administrators can now access an updated user menu" did let me think, that the change is only affecting Admins.

Change is always interesting, but the new Genesys Cloud navigation incorporates the latest design elements and enhanced accessibility features: Release Notes

Thank you Samuel, we are not experiencing any issues, the users don't like this interface.

Hello Beka,

I don't believe there is a way to revert back to the old UI.  What issue are you experiencing?

Hi all,

I have provided feedback to the resource center team on the wording and clarity of the release note and highlighted this thread to the product team

------------------------------
Sam Jillard
Online Community Manager/Moderator
------------------------------


Original Message:
Sent: 06-19-2026 03:15
From: Ashiesh Sharma
Subject: Interface change

------------------------------
Ashiesh Sharma
GCX- GCP, ARC, SCR, QM
Producer | Conductor | Composer
BT plc
------------------------------

Although not perfect, what has helped me keep up with upcoming UI/UX changes is subscribing to a daily digest from the Genesys Cloud UI New Features Community purely to proactively review new posts for impacting items & keep them on my/my team's radar.

@Samuel Jillard - Given there were various communications about this change spread out across multiple channels, would you be able to ask the resource center team if it would be possible to allow visitors to subscribe to the Genesys Cloud - Announcements page so subscribers get updates to any additions to that page (not just the "Subscriber Articles" tab--unless subscribing to that subscribes to all)? That's where I previously found the original announcement about this UI update, which would be a great place to provide a Related Links section for things like the following tutorials/screenshots that Zoltan/team created:

• User Menu Accessibility Improvements – Before & After Overview
• User Menu Accessibility Improvements – Before & After side-by-side video

One other idea would be to either automatically subscribe any Genesys Cloud user with an admin role to the Genesys Cloud - Announcements & Release Notes pages, or if the former is too invasive, place an "Announcements" page/link within Genesys Cloud for these two important areas.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24
------------------------------


Original Message:
Sent: 06-19-2026 06:38
From: Samuel Jillard
Subject: Interface change

Hi all,

I have provided feedback to the resource center team on the wording and clarity of the release note and highlighted this thread to the product team

------------------------------
Sam Jillard
Online Community Manager/Moderator
------------------------------



Original Message:
Sent: 06-19-2026 03:15
From: Ashiesh Sharma
Subject: Interface change

------------------------------
Ashiesh Sharma
GCX- GCP, ARC, SCR, QM
Producer | Conductor | Composer
BT plc
------------------------------

Although not perfect, what has helped me keep up with upcoming UI/UX changes is subscribing to a daily digest from the Genesys Cloud UI New Features Community purely to proactively review new posts for impacting items & keep them on my/my team's radar.

@Samuel Jillard - Given there were various communications about this change spread out across multiple channels, would you be able to ask the resource center team if it would be possible to allow visitors to subscribe to the Genesys Cloud - Announcements page so subscribers get updates to any additions to that page (not just the "Subscriber Articles" tab--unless subscribing to that subscribes to all)? That's where I previously found the original announcement about this UI update, which would be a great place to provide a Related Links section for things like the following tutorials/screenshots that Zoltan/team created:

• User Menu Accessibility Improvements – Before & After Overview
• User Menu Accessibility Improvements – Before & After side-by-side video

One other idea would be to either automatically subscribe any Genesys Cloud user with an admin role to the Genesys Cloud - Announcements & Release Notes pages, or if the former is too invasive, place an "Announcements" page/link within Genesys Cloud for these two important areas.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24
------------------------------


Original Message:
Sent: 06-19-2026 06:38
From: Samuel Jillard
Subject: Interface change

Hi all,

I have provided feedback to the resource center team on the wording and clarity of the release note and highlighted this thread to the product team

------------------------------
Sam Jillard
Online Community Manager/Moderator
------------------------------



Original Message:
Sent: 06-19-2026 03:15
From: Ashiesh Sharma
Subject: Interface change

------------------------------
Ashiesh Sharma
GCX- GCP, ARC, SCR, QM
Producer | Conductor | Composer
BT plc
------------------------------

Hi Team,

Thank you for taking the time to share your feedback.

First, we'd like to clarify that this update is not limited to administrators. While the release note focused on the user menu itself, the change affects all users because the user menu is available throughout the Genesys Cloud experience, including for agents updating their status.

The primary goal of this update was to improve accessibility and align the user menu with our current design system standards. While the functionality remains largely the same, we understand that any change to a frequently used part of the interface can impact established workflows and user familiarity.

We also appreciate the specific feedback regarding status visibility and color usage, particularly around the "On Queue" state. The comments about consistency across views, recognizability of status indicators, and the distinction between the previous and current color schemes are valuable.

It's worth noting that the color changes introduced as part of this update are only one step in a broader accessibility initiative. Genesys is actively working on additional accessibility improvements, including updates to the color palette and contrast ratios to better support users with visual impairments and color vision deficiencies. As a result, the current colors are not necessarily the final state, and your feedback will be considered as part of these ongoing efforts.

We have shared the feedback from this discussion with the product, UX, and accessibility teams for review.

Regarding the request to revert to the previous experience, there is currently no option to switch back to the legacy user menu once the update has been enabled.

Finally, for those who feel the new experience requires additional steps, we would be very interested in learning which specific workflows are affected. Detailed examples help us better understand the impact and evaluate potential improvements.

Thank you again for your engagement and feedback.

Regards,

Zoltan

Hi Zoltan,

Our agent feedback around additional steps referred to moving from clicking once on your profile and then selecting any primary status with one click.  An extra click to select the currently selected status and then the new desired status is now required.  Admittedly, this is not a major inconvenience but our user base views it as a step backwards. 

We also prefer to communicate UI/UX changes to our user base before they see the change to avoid confusion or escalations.  The Genesys Cloud Announcements link Brian referenced above will be helpful going forward as we were not aware this site existed in addition to the Release Notes site.

Hi Team,

Thank you for taking the time to share your feedback.

First, we'd like to clarify that this update is not limited to administrators. While the release note focused on the user menu itself, the change affects all users because the user menu is available throughout the Genesys Cloud experience, including for agents updating their status.

The primary goal of this update was to improve accessibility and align the user menu with our current design system standards. While the functionality remains largely the same, we understand that any change to a frequently used part of the interface can impact established workflows and user familiarity.

We also appreciate the specific feedback regarding status visibility and color usage, particularly around the "On Queue" state. The comments about consistency across views, recognizability of status indicators, and the distinction between the previous and current color schemes are valuable.

It's worth noting that the color changes introduced as part of this update are only one step in a broader accessibility initiative. Genesys is actively working on additional accessibility improvements, including updates to the color palette and contrast ratios to better support users with visual impairments and color vision deficiencies. As a result, the current colors are not necessarily the final state, and your feedback will be considered as part of these ongoing efforts.

We have shared the feedback from this discussion with the product, UX, and accessibility teams for review.

Regarding the request to revert to the previous experience, there is currently no option to switch back to the legacy user menu once the update has been enabled.

Finally, for those who feel the new experience requires additional steps, we would be very interested in learning which specific workflows are affected. Detailed examples help us better understand the impact and evaluate potential improvements.

Thank you again for your engagement and feedback.

Regards,

Zoltan

John,
The suggestion was made to the correct Genesys management to include a link to videos that show before and after UI changes to all levels of customers, not just Admins at least 4 weeks prior to roll out,  back in 2018. "Just the other day. 🙄"

Hi Zoltan,

Our agent feedback around additional steps referred to moving from clicking once on your profile and then selecting any primary status with one click.  An extra click to select the currently selected status and then the new desired status is now required.  Admittedly, this is not a major inconvenience but our user base views it as a step backwards. 

We also prefer to communicate UI/UX changes to our user base before they see the change to avoid confusion or escalations.  The Genesys Cloud Announcements link Brian referenced above will be helpful going forward as we were not aware this site existed in addition to the Release Notes site.

Hi Team,

Thank you for taking the time to share your feedback.

First, we'd like to clarify that this update is not limited to administrators. While the release note focused on the user menu itself, the change affects all users because the user menu is available throughout the Genesys Cloud experience, including for agents updating their status.

The primary goal of this update was to improve accessibility and align the user menu with our current design system standards. While the functionality remains largely the same, we understand that any change to a frequently used part of the interface can impact established workflows and user familiarity.

We also appreciate the specific feedback regarding status visibility and color usage, particularly around the "On Queue" state. The comments about consistency across views, recognizability of status indicators, and the distinction between the previous and current color schemes are valuable.

It's worth noting that the color changes introduced as part of this update are only one step in a broader accessibility initiative. Genesys is actively working on additional accessibility improvements, including updates to the color palette and contrast ratios to better support users with visual impairments and color vision deficiencies. As a result, the current colors are not necessarily the final state, and your feedback will be considered as part of these ongoing efforts.

We have shared the feedback from this discussion with the product, UX, and accessibility teams for review.

Regarding the request to revert to the previous experience, there is currently no option to switch back to the legacy user menu once the update has been enabled.

Finally, for those who feel the new experience requires additional steps, we would be very interested in learning which specific workflows are affected. Detailed examples help us better understand the impact and evaluate potential improvements.

Thank you again for your engagement and feedback.

Regards,

Zoltan

Ours changed this morning and agents reported that they could not see break timer. An agent found that they needed to back out a screen to view it. Another comment was about the blue and she missed that she wasn't On Queue because of the color change. 

Agree that change is hard and it would be great to be able to give agents a heads up vs having several messages about changes on a Saturday morning😁

John,
The suggestion was made to the correct Genesys management to include a link to videos that show before and after UI changes to all levels of customers, not just Admins at least 4 weeks prior to roll out,  back in 2018. "Just the other day. 🙄"

Hi Zoltan,

Our agent feedback around additional steps referred to moving from clicking once on your profile and then selecting any primary status with one click.  An extra click to select the currently selected status and then the new desired status is now required.  Admittedly, this is not a major inconvenience but our user base views it as a step backwards. 

We also prefer to communicate UI/UX changes to our user base before they see the change to avoid confusion or escalations.  The Genesys Cloud Announcements link Brian referenced above will be helpful going forward as we were not aware this site existed in addition to the Release Notes site.

Hi Team,

Thank you for taking the time to share your feedback.

First, we'd like to clarify that this update is not limited to administrators. While the release note focused on the user menu itself, the change affects all users because the user menu is available throughout the Genesys Cloud experience, including for agents updating their status.

The primary goal of this update was to improve accessibility and align the user menu with our current design system standards. While the functionality remains largely the same, we understand that any change to a frequently used part of the interface can impact established workflows and user familiarity.

We also appreciate the specific feedback regarding status visibility and color usage, particularly around the "On Queue" state. The comments about consistency across views, recognizability of status indicators, and the distinction between the previous and current color schemes are valuable.

It's worth noting that the color changes introduced as part of this update are only one step in a broader accessibility initiative. Genesys is actively working on additional accessibility improvements, including updates to the color palette and contrast ratios to better support users with visual impairments and color vision deficiencies. As a result, the current colors are not necessarily the final state, and your feedback will be considered as part of these ongoing efforts.

We have shared the feedback from this discussion with the product, UX, and accessibility teams for review.

Regarding the request to revert to the previous experience, there is currently no option to switch back to the legacy user menu once the update has been enabled.

Finally, for those who feel the new experience requires additional steps, we would be very interested in learning which specific workflows are affected. Detailed examples help us better understand the impact and evaluate potential improvements.

Thank you again for your engagement and feedback.

Regards,

Zoltan