Genesys Cloud - December 2, 2024

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 February 1, 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.

Audit Viewer granular detail of role changes

Audit Viewer now automatically contains role change details about the permissions that administrators, managers, supervisors, or Genesys adds or removes, including system changes affected by the Genesys backfill process. This enhancement provides additional traceability for role changes and enables administrators to review granular changes about permission additions or removals. This update requires no configuration to enable.

Authenticated messaging enabled for Mobile Messenger

Administrators can now configure authenticated messaging for Mobile Messenger. This feature provides enhanced privacy and security and allows Authenticated app users can access Mobile Messenger and maintain conversations across web and mobile platforms. This feature provides enhanced privacy and security by ensuring a consistent and secure cross-platform experience for customers and also preserves the convenience of enabling users to continue their conversations across different channels.

Additional speech-to-text (STT) options for Architect bot flows

Architect bot flow authors can now select their preferred, supported speech-to-text (STT) engine in voice bot flows. Genesys automatically populates newly-supported STT engines in the Architect Supported Languages configuration view. This feature enables the flow author to view and select all available STT engines, and not just the default provider based on the selected language.

View Mobile Journey Tracking for enhanced agent insights

Administrators can now enable journey tracking capabilities in mobile applications, allowing agents to view detailed information about a visitor’s mobile session and navigation within the app. When journey tracking is active in a native mobile application on iOS or Android, agents can view a visual representation of the customer’s app journey within the Journey panel on the agent desktop. This feature includes details of app visits and navigation paths, helping agents better understand the customer’s behavior and needs. With mobile journey tracking, agents gain valuable insights into the customer’s in-app experience, enabling them to provide informed and personalized assistance. This additional context helps improve issue resolution times.

Web messaging Hungarian, Ukrainian, and Vietnamese support

Genesys Cloud now supports Hungarian (hk), Ukrainian (uk), and Vietnamese (vi) in the Messenger window.

Preview active emails in queue and parked emails

Supervisors can now preview the content of active emails before assigning them to themselves or other agents. This new feature provides clear visibility into email content, helping supervisors to make informed decisions about workload distribution. Email interaction transcripts can be reviewed directly within the following key Performance Workspace views enabling supervisors to assess content complexity and assign emails efficiently, ensuring faster response times and high-quality customer service.

• Queue Activity Detail
• Queue Interaction Detail
• Interactions
• Agent Interaction Detail

Collaborate chat hyperlink ability

Genesys Cloud Collaborate now includes the ability to add clickable links within messages. The hyperlink-enabled chat option enables users to improve communication by allowing links to share resources, reference websites, or guide peers to important documents. This feature streamlines information sharing, ensures that teams can access external content effortlessly without the need to copy and paste URLs, and makes collaboration more efficient and effective.

Outbound campaign management support in CX Cloud from Genesys and Salesforce

Administrators can now create, manage, and view Genesys Cloud outbound dialing campaigns directly in Salesforce via the new Campaign Management integration in CX Cloud from Genesys and Salesforce. This integration syncs campaign data between Genesys Cloud and Salesforce organizations, which simplifies campaign setup and management. Administrators can configure outbound campaigns such as preview, predictive, progressive, power, and agentless campaigns in Salesforce. These campaigns, including their attributes, names, and IDs, automatically sync to Genesys Cloud for dialing operations. This feature helps improve workflow efficiency for administrators, streamlines campaign setup, aligns outbound strategies within their existing CRM workflows, and ensures a unified experience across systems. For agents, this integration delivers outbound campaign calls directly within the CX Cloud platform, providing a consistent interface for handling interactions.

Capture slot values via LLMs with Genesys Virtual Agent

Administrators can now enable virtual agents to collect slot data more conversationally using advanced natural language understanding (NLU) techniques powered by large language models (LLMs). This feature allows virtual agents to handle a variety of slot types such as free form, alphanumeric, and numeric; capture slots across multiple conversational turns; and respond to nuanced inputs like customers spelling out their names. This enhancement helps make virtual agents more interactive and closer to human-like conversations. For virtual agent authors, it simplifies the process by requiring them to specify the desired slots while the system manages complex interactions, such as completing partially provided information, handling branching dialogue, and addressing loops.

Generative knowledge article answers with Genesys Virtual Agent

Flow authors can now enable virtual agents to provide AI-generated answers based on the article that best matches the customer query. Answer generation combines the capabilities of a language model (LLM) with knowledge bases to retrieve relevant data from a single knowledge article and then use that data to generate contextual, accurate, and dynamic responses. Answer generation improves digital bot responses in dynamic and data-heavy environments and is most beneficial for content that changes dynamically or large amounts of data. This feature ensures that customers receive direct, accurate responses without needing to read through lengthy articles to find the information they need. 

Workforce management activity smoothing and schedule variability

Workforce management administrators and schedulers can now choose to invoke activity smoothing at the business unit or management unit level, or to aim for consistent service goals that reduce the possibility of agents being scheduled for offline activities at the same time. The Schedule Variability setting enables administrators and schedulers to increase the randomness between schedules and provide more varied shift combinations.