Genesys Cloud - November 18, 2024

2024 Genesys CIDR expansion and firewall requirements notification

During the week of December 7, 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.

Quick replies, cards, and carousels for open messaging

Administrators and contact center managers can now add quick replies, cards, and carousels to bot conversations for Open Messaging. Quick replies allow for fast and structured responses in conversations, enabling customers to choose from simple, guided answers via a list of options. Cards provide customers with products and service descriptions during a conversation by introducing images, titles, body text, and optional referrals to external websites. Carousels offer customers a sophisticated selection of options by applying the cards feature to present a title, images, and a list of buttons. These features help facilitate bot conversations by enhancing the customer experience and quickly resolving problems.

Automatically pause co-browse session for specific pages

Administrators can now configure co-browse sessions to automatically pause when customers navigate to specific pages. This feature enhances privacy controls, ensuring that agents do not view sensitive information during co-browse sessions. Instead, agents are now informed when a co-browse session is paused due to a customer navigating to a sensitive page, to ensure that they know the session is still active. Administrators can define up to 50 URL strings where the co-browse session pauses if these strings are detected in the URL.

Real-time WhatsApp message status tracking

Agents can now view real-time WhatsApp message status tracking events, including Sent, Delivered, and Read indicators, for outbound WhatsApp interactions. This feature provides delivery and read receipts with time stamps in the Agent Workspace’s Interactions Detail, Interactions, My Interactions, and Queues Interactions Detail views. With this update, agents can quickly verify message delivery and engagement, which enhances response efficiency and improves customer interactions. Analytics users can also gain insights into conversation and campaign performance in the Performance Workspace’s Interactions View.

External Contacts external ID support

Administrators can now use external IDs as primary identifiers for identity resolution when users link interactions across multiple channels in Genesys Cloud. External IDs, for example, account IDs, or user names from an organization’s CRM or CDP, help unify External Contacts profiles by consistently identifying contacts across systems, providing a more cohesive view of customer interactions. External IDs function as a direct link between interactions and customer profiles. This feature enhances record-matching accuracy during bulk imports and CRM synchronizations, helping administrators and agents track customer interactions across channels. 

Workitems List View filter and sort support

Administrators and agents can now use new Workitem’s List view filter and sort options. This feature allows agents to filter and sort workitems based on custom attributes and easily locate and group-related work. With these new tools, users can search for workitems associated with specific details, for example, customer ID, vendor, or part number, which helps them streamline workflows, process similar tasks together, and manage workitems more effectively.

Enhanced bulk import for external contacts

Administrators can now use enhanced bulk import tools for external contacts in Genesys Cloud. This update includes several new features designed to simplify and improve data import processes:

• CSV import capacity - Upload CSV files up to 50MB in size, allowing for efficient import of up to 50,000 contacts at once, and with scalability options for larger datasets.
• Flexible matching criteria - Match contacts using external IDs, phone numbers, or email addresses, giving administrators greater accuracy and flexibility when merging or updating contact data.
• Contact enrichment options - Choose between full update, partial update, or no update when a match is found, providing more tailored control over how contact information is maintained.
• Reusable import profiles - Create and save import profiles to streamline future bulk imports with similar settings, saving time on repeat imports.
• Pre-import validation - Validate data prior to import to ensure data integrity and prevent errors before they occur.
• Detailed post-import logs - Access comprehensive logs after each import to assist with tracking and troubleshooting, helping ensure the success of each bulk data import.

The previous CSV import process remains available for 90 days, giving users time to transition to the new process. After this period, the updated import tool will become the standard method for all bulk contact imports. 

Automatic missed call notifications for mobile communicate users

Genesys Cloud Communicate users can now enable automatic missed call notifications on iOS and Android devices. This feature helps users stay responsive by alerting them when they miss a call, improving communication efficiency on mobile.

GCBA proxy server support

Administrators can now configure the Genesys Cloud Background Application (GCBA) to integrate with a proxy server. This feature improves security, enhances privacy for users, and helps route network requests efficiently. The ability to use a proxy server is especially beneficial for customers with specific network configuration needs, helping ensure access while supporting advanced security practices.

Enhanced date format display for workforce management agents

Workforce management agents can now enable date and time formats that match their regional preferences, based on their Genesys Cloud language settings and their browser’s local language configuration. This feature allows agents to view dates in a familiar, intuitive format, enhancing clarity on the Schedule pages. The agent's browser language settings further refine how Genesys Cloud displays dates and times in the Schedule pages within the Activity view. For example, an agent with an English language preference in Genesys Cloud who uses a browser set to English (United Kingdom) sees dates in day/month/year order and times in 24-hour format. Conversely, an agent with the same English preference but a browser set to English (United States) sees dates in month/day/year order and times in AM/PM format. Additionally, users of Arabic, Korean, and Traditional Chinese (zh-TW) now view times in a 12-hour format rather than 24-hour format. This update reduces date-related errors by aligning date displays with each user’s regional habits, enabling agents to interpret and enter dates accurately according to their locale.