Genesys Cloud - October 7, 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.

Improved Genesys Cloud storage cost calculator

Contact center managers and supervisors can now estimate the approximate cost to store their organization’s voice, screen, and digital interaction recordings. The Genesys Cloud storage calculator computes the overage charges based on the licenses that the organization holds and the number of months to store the recordings. The calculator does not consider historical execution data storage impact.

Metrics for improved workitem volume forecasting

Administrators now have two new metrics for workitem queuing and focus scenarios that they can leverage for several use cases, including workforce planning: nWorkitemsOffered, which counts the number of workitems offered to a queue regardless of whether they are handled or not, and tWorkitemsAgentFocusComplete, which is a calculation of all focus time for an agent while they work on a workitem, including time when the workitem was parked. It is the complete focus time an agent spends working on a workitem until they disconnect. Workforce management support for Genesys Coud workitems will be introduced in the future. Organizations can track progress in WFM support for ACD routed Workitems from the Genesys Cloud Roadmap Forecasting Workspace feature name or follow the WFM - Back office support/functionality Aha! idea.

IMAP integration for inbound email

Administrators can now add an IMAP integration for inbound email. The integration enables Genesys Cloud to pull email from the server that is associated with the integration and route it into the contact center, either to a queue or a flow. This feature benefits customers who migrate from PureConnect or Multicloud and provides an efficient and streamlined email integration process.

Content Search lookback for words and phrases extended to 60 days

Content search users can now look up words and phrases in the interaction transcripts that date back to 60 days. To carry out this implementation, the content search lookback period for other interaction metadata including topics, categories, sentiment, empathy, and acoustics is limited to 18 months.

Flow insights overlay for flow performance analysis

Administrators can now enable the Flow Insights toggle in Architect to visualize customer interactions within flow components. This new overlay helps flow authors, administrators, and contact center managers see how often customers interact with specific parts of a flow. By displaying these frequencies, users can quickly identify patterns in customer behavior and prioritize which flow actions to optimize for better performance. This feature provides a straightforward way to evaluate and enhance flow effectiveness without needing specialized analytical tools or expertise.

Disable WebRTC audio and alert notifications in the embedded client

Agents can now disable WebRTC audio and alerting notifications within the embedded client. This feature helps eliminate audio interference when agents use the Genesys Cloud desktop or browser client as the main client alongside the embedded client.

Preferred device profiles

Genesys Cloud users can configure a preferred device profile that automatically applies when Genesys Cloud detects the matching hardware. Users can set one preferred device profile and no notifications occur during the switch to the preferred profile. Users cannot select the “use computer settings” profile as the preferred profile. This feature streamlines audio configuration and ensures a smoother transition between devices.

Improved summarization readability and efficiency for agents

Administrators can now provide agents with a clearer summarization format. The conversation summary appears as an unordered sentence list, making it faster for agents to review and proofread. Agent Copilot users can also copy AI-generated summaries and easily see which wrap-up codes that the AI suggests. These updates help agents complete their post-conversation tasks more quickly and accurately.

Guided setup experience for CX Cloud installation

Administrators can now install and configure the CX Cloud and Salesforce integration packages within Salesforce Service Cloud using a new guided setup experience. This feature introduces a setup page that provides step-by-step instructions, helping to ensure that all configuration steps are completed accurately and efficiently. The setup page offers visibility into the installation process, highlights required configurations, and displays available packages. The guided setup helps administrators determine if they have the necessary products enabled and provides next-step guidance for a smooth deployment. 

Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Flow authors can now use the Set Participant Data and Get Participant data in Architect voice and digital bot flows. The Set Participant Data action creates attribute name and variable pair values and assigns them to an interaction participant, and the Get Participant Data action retrieves attribute values from an interaction participant. These attributes persist between transfers from one flow to another and are helpful when information must be accessible after the current flow ends; for example, a transfer to another flow or to a third-party Genesys Cloud integration that receives a screen pop with participant data. For new and republished call flows, Architect immediately sends attributes to the cloud before calling an Architect bot flow.

Enhanced agent and supervisor activity overview screen

Administrators can now provide agents and supervisors with more usable space on the Agent Activity home page. This update removes the left sidebar that previously displayed the profile picture, user name, and today’s schedule. Instead, today’s schedule is now available as a widget alongside other existing widgets like Scorecard Summary and Evaluation Summary. This change simplifies the layout and provides a cleaner view, making it easier to access key information and navigate the page.

Workforce management notifications for process automation triggers

Administrators can now use workforce management notification topics to configure triggers for process automation in Architect workflows. This update supports topics for adherence, schedule, shift trade, and time-off notifications, allowing users to automate workflows based on changes such as agent adherence updates, schedule modifications, shift trades, and time off requests. For example, when an agent falls out of adherence or submits a time off request, the system generates a notification that can trigger a custom workflow, such as a review or approval process. This flexibility helps organizations create tailored workflows for managing workforce management events and enhances operational efficiency by automating routine processes.

Workforce management Business Unit/Management Unit and Time Zone placement in views

Administrators and supervisors can now view the business unit, management unit, work team, and time zone selector fields consistently across workforce management (WFM) views. Access for these views now appear in the title bar of the relevant pages to provide a uniform look and feel. This update affects several modules:

• Management Units, Service Goal Templates, Planning Groups, Activity Codes, Forecast list, Schedules list, and Intra-Day Monitoring now appear in the Business Unit list.
• Agents, Work Plans, Work Plan Rotations, Time-Off Limits, Time-Off Plans, Time-Off Requests,and Shift Trades now show the Management Unit list.
• Real-Time Adherence includes a combined Business Unit, Management Unit, and Work Team list.
• Forecasts list, Time-Off Requests, Schedules (list), Shift Trades, and Intraday Monitoring display the Time Zone list.

Also, the Forecasts module now combines the Business Unit Time Zone and Time Zone selector into a single control. This change helps standardize the interface across WFM modules and prepares for future interface enhancements.

Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

On October 7, 2024, Genesys Cloud will discontinue support for Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot. 

Deprecation: Google Agent Assist for Genesys Cloud

On October 7, 2024, Genesys Cloud will discontinue development and support for the Google Agent Assist offer.