Genesys Cloud - April 28, 2025

2024 Genesys CIDR expansion and firewall requirements notification

Genesys previously announced that, during the week of December 7, 2024, Genesys would migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. Genesys postponed that date to May 3, 2025. 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.

On May 3, 2025, Genesys will update CIDR for the following Genesys Cloud regions: Hong Kong, Seoul, Singapore, Mumbai, Paris, London, Ireland, Zurich, Frankfurt, UAE, Cape Town* & Jakarta*.
On May 10, 2025, Genesys will update CIDR for the following Genesys Cloud regions: Cape Town*, Jakarta*, Tokyo, Osaka, Sydney, Canada, Sao Paulo, US East & US West.

Note: Cape Town and Jakarta will require updates on both May 3, 2025, and May 10, 2025, to complete the transition.

Multi contextual panels

Allow participants to clear web messaging conversations

Administrators can now allow participants to clear web messaging conversations. Participants using the mobile Messenger can now clear conversations directly from their device. When a conversation is cleared, the app disconnects from the queue and any assigned agent, helping protect privacy and reduce unnecessary agent workload. This feature is especially helpful in cases where messaging occurs on shared devices, such as in retail stores or public kiosks. Clearing a conversation helps ensure that the next user does not see previous messages, and that no additional messages are routed from that session.

Architect inbound email flow AI intent and entity detection

Administrators can now use for AI intent and entity detection in Architect inbound email flows. This feature helps organizations automatically understand and respond to the purpose of incoming emails, reducing the need for manual routing and keyword-based rules. With this update, AI analyzes the content of an email to identify customer intent;; for example, checking an order status or submitting a meter reading, and take appropriate action.

Web messaging French Canada, Greek, and Hindi support

Genesys Cloud now supports French Canada (fr-CA), Greek (el), and Hindi (hi) in the Messenger window.

Outbound dialing campaign health indicator

Administrators can use the new campaign health indicator to monitor the health of ongoing voice campaigns and take corrective actions as needed. Each campaign now displays a health status, giving administrators an at-a-glance view of performance and potential disruptions. This feature helps administrators quickly identify and understand issues that may impact campaign performance; for example, lack of available agents, insufficient outbound lines, or misconfigurations, so that they can act promptly to keep campaigns running smoothly. The new health indicators include statuses like Running Normally, Waiting for Agents, Waiting for Outbound Lines, Operational Alert, and Configuration Alert. The Campaign Diagnostics dialog box provides detailed information about the underlying conditions affecting a campaign’s health. This added visibility helps administrators make informed decisions without the reliance of support teams. Administrators can also mute specific alerts. These update introduces more data points related to campaigns, queues, and agents, making it easier to detect and resolve issues before they affect operations.

Improved voice offered metrics for customer first callbacks

Genesys Cloud no longer counts metrics for second ACD (Automatic Call Distribution) voice pair for customer first callbacks, improving how reconnects are measured in queue metrics. Previously, when the system reconnected a customer using ACD, the reconnect was counted as a new voice offer to the queue. With this release, the reconnect is no longer counted as a new offer. This change helps ensure that offered metrics more accurately reflect agent workload. In addition, callback-related metrics like handle time and talk time are now only attributed to the voice portion of the interaction, after the customer reconnects and is routed to an agent. Agents still receive credit for voice metrics as expected, but callback-specific metrics are no longer attributed to them because the system now handles the callback portion of the conversation. These changes help improve the accuracy of queue performance data and provide clearer insight into agent activity and demand.

Updated Genesys Cloud built-in learning modules

Genesys Cloud now includes updated built-in learning modules for agents and supervisors, provided by Genesys Beyond. With this update, Genesys Cloud can more efficiently deliver refreshed content and better align training materials with the latest guidance from Beyond. These modules, provided by Genesys Beyond, use SCORM support in Genesys Cloud, which ensures that training is current, and supports closer integration between Genesys Cloud learning features and Beyond content.

Improved workforce management deferred workload prediction algorithm

Genesys improved the accuracy of short-term, deferred workload predictions in the workforce management deferred work algorithm. The deferred work prediction algorithm in workforce management more accurately reflects when deferred work is performed and improves the prediction of short-term workload by better factoring in the actual timing of completed tasks. These improvements help workforce management administrators and schedulers plan with greater confidence and precision, reduce potential inefficiencies, and align workload estimates more closely with real-world conditions.

Deprecation: Mobile Messenger SDK localization files storage

On June 30, 2025, Genesys will end support for the Mobile Messenger SDK localization files S3 storage. Genesys recommends that customers who use localization functionality upgrade to 1.13 or higher SDK versions.

Deprecation: Workforce management historical data delete job API endpoints

Genesys deprecated the following workforce management historical data import delete job API endpoints:

• POST /api/v2/workforcemanagement/historicaldata/deletejob
• GET /api/v2/workforcemanagement/historicaldata/deletejob

• POST /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs
• GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs/{jobId}
• GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs