Genesys Cloud Archive - April 2025

List of the Genesys Cloud release notes published in April 2025.

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Allow participants to clear web messaging conversations
Architect inbound email flow AI intent and entity detection
Web messaging French Canada, Greek, and Hindi support
Outbound dialing campaign health indicator

Employee productivity

Multi contextual panels

Data, analytics, and reporting

Improved voice offered metrics for customer first callbacks

Workforce engagement

Updated Genesys Cloud built-in learning modules
Improved workforce management deferred workload prediction algorithm

Deprecations

Deprecation: Mobile Messenger SDK localization files storage
Deprecation: Workforce management historical data delete job API endpoints

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Access workbin and worktype names in task management events

Employee productivity

Multi contextual panels
Agent Copilot assigned at the queue member level

Data, analytics, and reporting

Bulk Export API to export external contacts and related data

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning
Deprecation: Presence update requires new permission

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
External source for open messaging identity resolution in the UI
Detailed counts of digital messaging activity
Improved keyword precision for SMS
Microsoft Graph for email integration

Employee productivity

Multi contextual panels
Improved agent email address handling
Expanded Agent Assist dashboard with enhanced insights

Data, analytics, and reporting

Normalization of Digits in French for Low Latency transcription.
Division support for external contacts bulk import
Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

Advanced knowledge handling in bot flows

Deprecations

Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
Deprecation: Windows 10 OS support for the desktop app
Deprecation: Genesys Enhanced TTS – Google European Voices

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Next Contact Avoidance (NCA) in predictive routing

Employee productivity

Multi contextual panels
Agent Copilot configuration experience improvements

Account management

Division assignment for external contacts and external organizations

Data, analytics, and reporting

Save static interaction lists in Content Search
Dedicated API endpoints for schema metadata retrieval

Open platform

Phone book support in the Omni-Channel widget for CX Cloud
Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
Configurable timeout for data actions

Workforce engagement

Enable audio selection with screen recordings in playback

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.