When using a cloud security platform, should I split tunnel Genesys Cloud media traffic for work from home agents?

Yes. When using  third-party cloud a security platform, such as zScaler, Netskope, or Prisma, Genesys recommends bypassing the Genesys Cloud Media ranges and allowing media to flow directly over the Internet. This reduces latency, prevents issues caused by inspection and inspection, and eliminates a potential failure point. For more information, see the Genesys Cloud Media section of the IP addresses for the firewall allowlist article.

You should work with you cloud security platform vendor to create a compatible configuration to ensure there are no issues with Genesys Cloud media traffic. Especially, if you have internal requirements which require Genesys Cloud media to flow through your cloud infrastructure.