Genesys Cloud - September 16, 2024

2024 Genesys CIDR expansion and firewall requirements notification

During the week of October 28, 2024 Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.

Workitem query and filter improvements

Agents and supervisors can now use up to 10 external tags to filter workitems in the list view, significantly improving their ability to quickly locate and resolve workitems. Previously, filtering was limited to five external tags. This enhancement provides more flexibility in managing and tracking work. Also, developers can now query workitems based on up to 20 assigneeIDs using the query API endpoint to identify workitems assigned to specific agent(s). Developers can now more effectively manage and retrieve relevant workitems.

Direct access to interaction details from the Customer Journey tab

Agents can now click Interactions details from the Customer Journey tab to view detailed information about the interaction. This direct access functionality is available for voice, messaging, digital, and social media interactions. Previously, to review past interaction details during an active interaction, agents had to perform a manual search through the Performance > Interaction view. This feature helps promote a consistent and user-friendly experience for agents across all interactions.

Enhanced workitems list view with column picker and advanced filtering

Administrators can now use a column picker and new filtering options in the Workitems List view. This update also includes more data columns, such as Service Level Status, and various filter improvements to give administrators more granular control over analytics data. This feature enables administrators to add or remove columns based on their specific tasks and improves workitems management efficiency. 

Web messaging support in the Zurich (EUC2) region

Genesys Cloud now supports web messaging in the Zurich (EUC2) region. With the recent availability of API Gateway support in the EUC2 region (Zurich) from AWS, web messaging services can operate locally within this region. Previously, web messaging for Zurich had to route through a proxy in the EUC1 region (Frankfurt). This feature simplifies infrastructure, reduces latency, and improves the overall performance of web messaging services in the EUC2 region.

Agent Assist Performance, and Predictive Routing Queue Detail dashboard improvements

Genesys improved the look and feel of the Agent Assist Performance, and Predictive Routing Queue Detail dashboard views. Enhancements include improved filtering and also date and time selections to align with other views in the analytics workspace. The updated views also include templatized card layouts to provide a more intuitive and consistent experience.

Real time data update indicators in analytics views

Supervisors and administrators can now view data updates in real time in the analytics performance views. This feature provides a live indicator or a last updated time stamp to help supervisors determine when dashboard data refreshes. Previously, certain data such as surveys or speech and text analytics required manual reloads to view updated data. With the new indicators, supervisors can now easily distinguish between live data and data that requires manual updates, which improves the overall efficiency of performance monitoring and decision-making.

View acoustic data in topic trends, and agent, queue, flow topic views

Administrators can now view and filter acoustic data in topic trends, and in agent, queue, flow topic views. Supervisors and analysts can access and filter acoustic metrics, including talk time, silence, overtalk, and hold music within these views. This feature makes it easier to identify patterns such as interactions with prolonged silence, and improves the analysis of communication dynamics. 

Enhanced control over agent assistance access

Administrators can now use the new Chat > agentassistance > Access permission to grant or remove user access from the Agent Assistance functionality. This feature enables administrators to show or hide the visibility of the agent assistance lifeboat icon in the left navigation menu. Administrators can limit agent assistance availability only to specified agents. Previously, agents with the Routing > Agent > Onqueue or the Routing > Queue > Edit permissions assigned to their role could access this feature, regardless of their group or role within the organization.

Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Administrators can now enable Genesys Agent Assist and Genesys Agent Copilot features for English (en) dialects to manually or automatically surface knowledge in outbound engagements and provide Agent Copilot next best actions to the agent. This update provides the agent with helpful tools and suggestions during their outbound interactions, which helps to maximize agent productivity and support a uniform experience, regardless of the engagement type. This enhancement helps agents make better-informed decisions and reduces handle time, ultimately leading to improved customer interactions and a more streamlined workflow.

Hardware and OS support for CHS Large devices

Genesys Cloud now offers a new bill of materials (BOM) for the custom hardware solution (CHS) Large Edge device, which now includes the DL360 G11 server powered by the 5th Gen Intel Xeon processor. This enhancement reduces hardware constraints for non-mission-critical components and offers more robust and flexible options for deployment. All new CHS Large and CHS Small devices now run on the Amazon Linux 2023 operating system. This update improves the installation process, especially in high-security network environments, and gives administrators greater control and improved access to logs. The new BOM allows pre-packaged Linux Edge appliances to use the CHS installer as an alternative to RMA and offers improved support with OS-level password management.

Genesys Cloud Voice number management UI improvements

Genesys Cloud improved the look and feel of the Genesys Cloud Voice Number Management page. These updates include improvements to the appearance of form controls and tables and changing the name of the Orders tab to Port Requests. These improvements enhance usability and consistency across the platform. This feature does not affect existing functionality.

Workforce management per minute scheduling granularity

Administrators can now create work plans that reflect per minute start times and durations for shifts and activity codes in schedule generation, rescheduling, and work plan flows. This feature provides more precise scheduling based on contracted hours and reduces the need to manually adjust toward the previous 5-minute granularity limit. Also, per minute start times and durations helps to ensure better synchronization between workforce management and HR systems.