Floor Training: Genesys Cloud Production: Introduction to UI Updates

Genesys Cloud Production: Introduction to UI Updates

SF Learning Team - October 2025

Genesys User Interface Updates

Genesys is going live with some user interface updates on October 29th! This will make some changes to the platform you have all been using the past year. The functionality of Genesys is not changing, simply the look and feel of the platform.

Some key changes are:

• Terminology changes
• Agent profile now on top right corner
• Toolbar now on top right corner

Accessing Genesys

How you locate Genesys and log on is NOT changing!

Important!

Reminder: Allow access to your location.

For more info, please review the Training Update from October 2nd.

Accessing Genesys

How you locate Genesys and log on is NOT changing!

Important!

Support Tip!

If you accidently hit "block" when prompted with the microphone and location question, follow these steps:

• Next to the website URL, click the Lock icon.
• Under Permissions for this Site, click the dropdown next to the section you want to change.
• Select "Allow".

Reminder: Allow access to your location.

For more info, please review the Training Update from October 2nd.

Navigating the Toolbar

Old Genesys

Old Genesys (left hand toolbar)

• Profile - how you set your status
• Favorites - bookmark your frequent & favorite contacts
• Calls - for internal calls only
• Inbox - voicemails
• Interactions/Conversations- go-to for call management
• Apps (Phone) - for External dialing

New Genesys (top right corner)

• Help - virtual help center
• Calls - for internal calls only
• Apps - for External dialing
• Inbox - voicemails
• Agent Workspace - go-to for call management
• Off Queue - toggle

• Profile - how you set your status

New Genesys UI

Calls Icon

Functionality of "Calls" remains the same, just the icon location is changing.

Old Genesys - left toolbar

New Genesys - top right corner

This icon will direct users to their call history or to make internal calls only. Users can also make calls internally from “external contacts and organizations” contacts or by looking them up by name/queue.

Apps (Phone)

Functionality of "Apps" remains the same, just the icon location is changing.

Old Genesys - left toolbar

New Genesys - top right corner

The Apps (Phone) section is where users can initiate external calls with non-UMA contacts.

Agent Workspace

Functionality of "Conversations" remains the same, just the icon location and terminology is changing.

Old Genesys - left toolbar

The Agent Workspace section is where users will manage active calls.

New Genesys - top right corner

On/Off Queue

Simply logging into the app will not make you available to start taking calls. Once you are logged in for your shift, you will need to toggle yourself to "On Queue" to begin receiving calls.

Luckily, this has not changed from the Genesys' previous version:

User Profile

The only thing that has changed from Genesys' previous version is the location of this icon: now in the top right corner

In this section, you can:

1. Update your Phone Status
2. Configure an Out of Office Status
3. Configure pop-up Notifications
4. Log Off

Phone Statuses

Functionality of "Phone Status'" remains the same, just the icon location of the user profile is changing.

Navigating the Left Menu Dropdown

New Genesys UI

Old Genesys - at the top

• Activity - agent performance insights (ie. average hold times, total talk time, etc.)
• Directory - easily view and dial all users in the organization
• Performance - only used by leadership
• Apps - access to SMS

New Genesys - menu dropdown

• Activity - agent performance insights (ie. average hold times, total talk time, etc.)
• Workspace - another way to get to Agent Workspace
• User Managment - how to access User Directory
• Analytics - new name for performance

• Apps - access to SMS

Old Genesys

Activity

Selecting Activity will bring you to the Genesys Dashboard where you can see:

• Agent Performance Insights
• Average hold time
• Average handle time
• Average “After-Call Work” Time
• Interactions Answered (Totals Calls)
• Total Talk Time and more!

The only difference from the previous version of Genesys is how you get to this page. Instead of it being at the top you must access it from the left menu dropdown.

Workspace

Selecting Workspace from the left menu dropdown will bring you to your "Agent Workspace" page. You can now access this section in two different ways, the menu dropdown and selecting it from the top right corner of Genesys.

Directory

Easily view and dial all users within the organization, organized by department, job title, etc. The user directory is further organized by external contacts.

Ways to search the directory:

1. My organization
2. By Department
3. By Title
4. By People/Group/Location
5. By Name

Selecting User Management from the left menu dropdown will bring you to your "User Directory" page.

Apps (SMS)

Apps is where you can access your SMS communications. SMS is only used within specific teams.

Nothing is changing with SMS' functionality for those teams who use it, just the location for SMS.

Important:

Call Experiences

Simply logging into Genesys will not make you available to start taking calls. After you have logged in for your shift and settled in, you will need to toggle yourself to "On Queue" to begin receiving calls.

You'll know you are "On Queue" when the toggle is blue and there is a blue ring around your profile icon. If the icon is green, you are NOT on queue.

Old Genesys - top left and right corners

New Genesys - top right corner

General Call Management

Clicking "Agent Workspace" while an active call is connected is where users will see the call management options.

Call interactions:

1. Dialpad - enter phone number for consult or conference
2. Microphone - mute/unmute
3. Pause - place caller on hold
4. Arrow - blind/cold transfer (do not use)
5. Consult - warm transfer (always use)
6. Conference - 3-way calling
7. End Call - disconnecting the call

Inbound Call Experiences

The "Incoming Call" experience and functionality remains the same.

• The pop-ups will be the same (Incoming Call & Not Responding)
• The Users Status continues to not change while on a call
• After-Call Work remains the same

User Status while on a call example:

Outbound Call Experiences

SF iDash Call Widget

The functionality of the iDash Call Widget remains the same.

Making External Calls

Functionality of "External Calls" remains the same, just the icon location is changing.

To outbound to any number not associated with a student account in SF iDash.

1. Select the Apps Icon at the top right corner of Genesys
2. Type or paste the phone number in the dial pad. The phone icon will turn green when ready to place the call.
3. Click the phone icon to dial out.

Transferring Calls

Initiating an Internal Transfer

To initiate a transfer while on an active call, utilize the Consult call management feature from the Interactions icon.

1. Select the "Consult" icon
2. Search the user or group you want to transfer to
3. Click on the preferred contact

Transferring Calls

Connecting a Transfer

4. You have connected to the consulted party and can now control how if you would like to connect the calls.5. You will select the icon for a conference call; this will allow you to speak with both parties at the same time. 6. To merge the calls and disconnect, click on the Arrow icon.

User Status

How to tell if an advisor is on an active call

Functionality of "User Status" remains the same.

When attempting to make or transfer a call to another internal user, first check to see if they are on an active call.

• Use the search bar to look up internal users.
• If they are on an active call, there will be a phone icon next to their status.

Reminder!

A status of Available or On-Queue does not mean the user is available to take a call in Genesys

Phone icon = On a Call!

Questions?