Genesys Cloud – Unified notifications experience in Genesys Cloud

In a future release, Genesys Cloud will introduce a redesigned notifications experience that centralizes user notifications in a single location and provides consistent access to notification-related actions and content across the platform.

Users will access notifications from a Notifications icon in the top navigation bar. The new experience will consolidate notifications for items such as voicemails, faxes, quality evaluations, time off requests, shift trade requests, explanation requests, coaching appointments, learning modules, exports, and alerts. Notifications will include relevant details, links to the associated records, and actions that help users review and manage their work.

What’s changing

• Access notifications from a centralized Notifications area in the top navigation bar.
• View unread notification counts directly on the Notifications icon.
• Filter notifications by type and read status.
• Mark notifications as read or unread.
• Mark multiple notifications as read at once.
• Access links to the permanent location of the related item in Genesys Cloud.
• Receive a consistent notification experience across supported notification types.
• Continue to receive toast notifications for items that require immediate attention.

Why this matters

This update provides a single place for users to find and manage notifications that require attention. By standardizing how notifications are displayed and accessed, users can more easily review outstanding items, find related information, and return to the underlying records where actions are completed. Filtering, unread indicators, and notification management options also help users focus on the notifications that are most relevant to them.