Genesys Cloud Production: Introduction to UI Updates
SF Learning Team - October 2025
Introduction
Genesys Cloud is our web-based phone/SMS platform that will improve security, ensure compliance standards and better meet team member needs. It’s not just a phone system - it’s an engagement platform! It has new tools, gamification, apps, customization & more! It will allow users to work more efficiently & effectively!
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
Step 1: Navigate to "MyApps" on your desktop of from the UMA Hub.
Step 2: Select Genesys Cloud Prod.
Genesys Cloud will not open automatically upon starting your computer.
Important!Users must log into Genesys Cloud BEFORE logging into other systems like SF iDash in order for click-to-dial functions to work properly.
* Genesys should be open and visable on your laptop screen at all times during your shift!
Logging in
Step 3: If this log-in window pops up ignore the username/password section and please select the Microsoft button at the bottom of the window.
Step 4: On this window please select "Collaborate/Communicate".
Support Tip! Step 3 may only pop up for advisors whose first time it is logging in.
Logging in
Step 6: Allowing access to your location.
Step 5: Allowing access to your microphone.
IMPORTANT!Yes, we are now requesting you to allow location access!For more information, please review the 10/2/2025 Training Update.
Logging in
Step 6: Allowing access to your location.
Step 5: Allowing access to your microphone.
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".
IMPORTANT!Yes, we are now requesting you to allow location access!For more information, please review the 10/2/2025 Training Update.
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 - 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:
- Update your Phone Status
- Configure an Out of Office Status
- Configure pop-up Notifications
- Log Off
Phone Statuses
Phone Statuses should be updated accordingly.
Statuses:
Break - Only for 15-breaks Meal - Only for Lunch Break Meeting - Only for meeting with AM/Manager/Director & above Training - Only for training team/mentoring We do NOT use Busy or Away!
Out of Office
Setting up Out of Office:
1. Click the Out of Office link2. Toggle the "Out of Office Status" to On 3. Select your Start Date & Time 4. Select your End Date & Time 4. Click "Save"
Preferences
The preferences tab is used to manage your pop-up notifications:
1. Select the preferences tab2. Click the notifications section 3. Click "Allow Pop-up Notifications"
Logging Out
At the end of each shift users must:
- Toggle Off Queue
- Logout
To log out, simply click the Logout button from the Profile tab.
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
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:
- My organization
- By Department
- By Title
- By People/Group/Location
- By Name
Selecting User Management from the left menu dropdown will bring you to your "User Directory" page.
Apps (SMS)
Upon logging into Genesys Cloud, users’ status will automatically go into “Available”, but this does NOT mean users will automatically start receiving SMS. To receive inbound SMS, users must toggle “On Queue” from the switch in the top right corner of the screen which will default to “Off Queue”. This will put them in the queue to receive calls and SMS.
Apps (SMS)
Click-to-SMS from SF iDash
- In SF iDash, there is an SMS icon located by the click-to-dial phone icon under Contact Info.
- When this is clicked, a message will pop up asking the user to open Genesys to finish sending SMS to the select student. Click OK to dismiss the message.
Apps (SMS)
Click-to-SMS from SF iDash
3. Next, navigate to the menu dropdown, click on the Apps tab, then select SMS.4. The student from SF iDash should already be populated, ready to send an SMS.
Apps (SMS)
Directly from Genesys
- Navigate to the menu dropdown.
- Select the Apps icon.
- Select SMS from the dropdown.
- If not using click-to-SMS from SF iDash, click the magnifying glass.
- Search by SYID or phone number.
Apps (SMS)
Directly from Genesys
6. Once search results are populated, preferred results are highlighted in blue, DNC highlighted in red and school status permission-related issues highlighted in orange.7. After selecting the desired phone number, box will automatically open the SMS thread. 8. Type custom or canned SMS.9. When message is ready, select Send.
Apps (SMS)
Present Messages
Genesys has a list of predefined messages to choose from if wanted to use those instead of typing a custom message to your student.
- Select the Quote icon in the SMS App tool.
- Click on the Student Finance department to view available canned SMS messages.
- Click on the canned message names to expand/view the entire message.
- Click on message to select and send by clicking the blue arrow.
- Select <Back to canned responses to view other options.
Apps (SMS)
As a reminder, you must be "On Queue" to receive SMS!
- If the intended user is not available on-queue, the SMS will wait until the configured rollover time at which point, the SMS will be assigned to a wider group.
- If the user goes on-queue before the rollover time, the rep will be assigned to the SMS directly.
- When an SMS comes through, it will pop up as an incoming alert with an envelope icon and the user must hit Answer to view it!
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:
- Dialpad - enter phone number for consult or conference
- Microphone - mute/unmute
- Pause - place caller on hold
- Arrow - blind/cold transfer (do not use)
- Consult - warm transfer (always use)
- Conference - 3-way calling
- 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:
Inbound Call Experiences
Accepting A Call
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.
For incoming calls, users will receive audible and visual alerts.
- The visual alert will appear in the top right-hand corner of your screen.
- Users have to click the Answer button to accept the call.
- Declining a call is not an option.
- Incoming calls alert for 15 seconds before a RONA!
- If a user does not accept a call, it is routed to the next available agent.
- Once a call is connected, the management of the call is controlled from the Interactions icon (left side menu).
Inbound Call Experiences
User Status on a Call
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.
What it would look like on your end if you are on a call:
User status will NOT change while on a call! While user status will remain “On Queue” or “Available”, the system will recognize the active call and prevent additional queue calls, direct calls and direct transfers.
Not Responding Alert
When a user declines or fails to answer an incoming queue call within the alerting period of 15 seconds, Genesys will return the call to the queue and place the user into a “Not Responding” status.
An alert will appear in the upper right corner of the screen, showing the user, they are On Queue and Not Responding. *Important: While in this status, they will not receive new interactions.
After-Call Work (ACW)
After a call is disconnected, users will have 90 seconds to complete after-call work before receiving another in-queue call. This time is to be used to complete any notes or related tasks associated with the call. Best practice is to select Done to start receiving the next queue call. Regardless of action, at the end of 90 seconds, this box will disappear, and the user will re-enter the queue.
Outbound Call Experiences
SF iDash Call Widget
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.
On the very bottom of the screen, when you open up SF iDash, you will see a blue phone icon. If you click the blue phone icon, it expands a dial pad. This is the dial pad that will automatically pop up when users click-to-dial from SF iDash.
Outbound Call Experiences
Click-To-Dial from SF iDash
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.
On the Student Details module of SF iDash under Contact Info, click on the phone icon or the hand icon to initiate click-to-dial. The dial pad will automatically open in the bottom right-hand corner of the SF iDash screen with the call activated.
Outbound Call Experiences
External, Non-UMA Contacts
The first step in making external calls in Genesys Cloud is enabling permissions in the software - this is a one-time step!
- Navigate to the Calls Icon at the top right corner of Genesys
- Click on the Settings icon
- Toggle on “Placing calls with another app?”
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.
- Select the Apps Icon at the top right corner of Genesys
- Type or paste the phone number in the dial pad. The phone icon will turn green when ready to place the call.
- 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.
- Select the "Consult" icon
- Search the user or group you want to transfer to
- 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!
Ending Calls
From Agent Workspace, Apps or the SF iDash Widget
- Easy peasy! Click the red Phone icon to end any calls.
- All calls will have the 90 second After-Call Work time to wrap up any unfinished business!
Thanks!
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Transcript
Genesys Cloud Production: Introduction to UI Updates
SF Learning Team - October 2025
Introduction
Genesys Cloud is our web-based phone/SMS platform that will improve security, ensure compliance standards and better meet team member needs. It’s not just a phone system - it’s an engagement platform! It has new tools, gamification, apps, customization & more! It will allow users to work more efficiently & effectively!
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:
Accessing Genesys
Step 1: Navigate to "MyApps" on your desktop of from the UMA Hub.
Step 2: Select Genesys Cloud Prod.
Genesys Cloud will not open automatically upon starting your computer.
Important!Users must log into Genesys Cloud BEFORE logging into other systems like SF iDash in order for click-to-dial functions to work properly.
* Genesys should be open and visable on your laptop screen at all times during your shift!
Logging in
Step 3: If this log-in window pops up ignore the username/password section and please select the Microsoft button at the bottom of the window.
Step 4: On this window please select "Collaborate/Communicate".
Support Tip! Step 3 may only pop up for advisors whose first time it is logging in.
Logging in
Step 6: Allowing access to your location.
Step 5: Allowing access to your microphone.
IMPORTANT!Yes, we are now requesting you to allow location access!For more information, please review the 10/2/2025 Training Update.
Logging in
Step 6: Allowing access to your location.
Step 5: Allowing access to your microphone.
Support Tip!
If you accidently hit "block" when prompted with the microphone and location question, follow these steps:
IMPORTANT!Yes, we are now requesting you to allow location access!For more information, please review the 10/2/2025 Training Update.
Navigating the Toolbar
Old Genesys
Old Genesys (left hand toolbar)
New Genesys (top right corner)
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:
Phone Statuses
Phone Statuses should be updated accordingly.
Statuses:
Break - Only for 15-breaks Meal - Only for Lunch Break Meeting - Only for meeting with AM/Manager/Director & above Training - Only for training team/mentoring We do NOT use Busy or Away!
Out of Office
Setting up Out of Office:
1. Click the Out of Office link2. Toggle the "Out of Office Status" to On 3. Select your Start Date & Time 4. Select your End Date & Time 4. Click "Save"
Preferences
The preferences tab is used to manage your pop-up notifications:
1. Select the preferences tab2. Click the notifications section 3. Click "Allow Pop-up Notifications"
Logging Out
At the end of each shift users must:
To log out, simply click the Logout button from the Profile tab.
Navigating the Left Menu Dropdown
New Genesys UI
Old Genesys - at the top
New Genesys - menu dropdown
Old Genesys
Activity
Selecting Activity will bring you to the Genesys Dashboard where you can see:
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:
Selecting User Management from the left menu dropdown will bring you to your "User Directory" page.
Apps (SMS)
Upon logging into Genesys Cloud, users’ status will automatically go into “Available”, but this does NOT mean users will automatically start receiving SMS. To receive inbound SMS, users must toggle “On Queue” from the switch in the top right corner of the screen which will default to “Off Queue”. This will put them in the queue to receive calls and SMS.
Apps (SMS)
Click-to-SMS from SF iDash
Apps (SMS)
Click-to-SMS from SF iDash
3. Next, navigate to the menu dropdown, click on the Apps tab, then select SMS.4. The student from SF iDash should already be populated, ready to send an SMS.
Apps (SMS)
Directly from Genesys
Apps (SMS)
Directly from Genesys
6. Once search results are populated, preferred results are highlighted in blue, DNC highlighted in red and school status permission-related issues highlighted in orange.7. After selecting the desired phone number, box will automatically open the SMS thread. 8. Type custom or canned SMS.9. When message is ready, select Send.
Apps (SMS)
Present Messages
Genesys has a list of predefined messages to choose from if wanted to use those instead of typing a custom message to your student.
Apps (SMS)
As a reminder, you must be "On Queue" to receive SMS!
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:
Inbound Call Experiences
The "Incoming Call" experience and functionality remains the same.
User Status while on a call example:
Inbound Call Experiences
Accepting A Call
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.
For incoming calls, users will receive audible and visual alerts.
Inbound Call Experiences
User Status on a Call
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.
What it would look like on your end if you are on a call:
User status will NOT change while on a call! While user status will remain “On Queue” or “Available”, the system will recognize the active call and prevent additional queue calls, direct calls and direct transfers.
Not Responding Alert
When a user declines or fails to answer an incoming queue call within the alerting period of 15 seconds, Genesys will return the call to the queue and place the user into a “Not Responding” status.
An alert will appear in the upper right corner of the screen, showing the user, they are On Queue and Not Responding. *Important: While in this status, they will not receive new interactions.
After-Call Work (ACW)
After a call is disconnected, users will have 90 seconds to complete after-call work before receiving another in-queue call. This time is to be used to complete any notes or related tasks associated with the call. Best practice is to select Done to start receiving the next queue call. Regardless of action, at the end of 90 seconds, this box will disappear, and the user will re-enter the queue.
Outbound Call Experiences
SF iDash Call Widget
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.
On the very bottom of the screen, when you open up SF iDash, you will see a blue phone icon. If you click the blue phone icon, it expands a dial pad. This is the dial pad that will automatically pop up when users click-to-dial from SF iDash.
Outbound Call Experiences
Click-To-Dial from SF iDash
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.
On the Student Details module of SF iDash under Contact Info, click on the phone icon or the hand icon to initiate click-to-dial. The dial pad will automatically open in the bottom right-hand corner of the SF iDash screen with the call activated.
Outbound Call Experiences
External, Non-UMA Contacts
The first step in making external calls in Genesys Cloud is enabling permissions in the software - this is a one-time step!
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.
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.
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.
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!
Ending Calls
From Agent Workspace, Apps or the SF iDash Widget
Thanks!