Genesys Cloud - February 10, 2025
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
2024 Genesys CIDR expansion and firewall requirements notification
Please take action now to avoid service disruption. By March 1, 2025, to prevent service disruption and ensure service continuity, customers must take the following steps:
- Configure their firewalls to allow access to the new CIDR IP addresses.
- Complete all applicable readiness tests.
- Read the entire 2024 Genesys CIDR Expansion - Commercial announcement
One of the following licenses:
- All licenses include this feature.
Read more:
Auto answer for voice interactions on queue settings
Administrators can now configure auto answer settings at the queue level for voice interactions. With this update, administrators can enable auto answer for specific queues, such as outbound campaigns, while keeping it disabled for inbound queues. Previously, auto answer could only be enabled at the agent level, applying the setting universally to all interactions. This feature helps ensure that agents receive necessary script information before connecting with a customer and provides agents greater flexibility in managing inbound and outbound calls.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Auto answer for digital interactions
Administrators can now configure agent settings to automatically answer email, SMS, and messaging interactions, in addition to voice interactions. This feature helps streamline agent workflows by ensuring that eligible digital and voice interactions are immediately answered when assigned. When an agent is available and within their configured utilization limits, an eligible interaction that is set to auto-answer is automatically accepted on their behalf. To configure auto-answer settings, go to the Auto Answer tab on the People and Permissions page. This tab was introduced with this feature to manage auto-answer settings.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Filter and search conversations by acoustic metrics and wrap-up codes
Administrators can now find conversations in the Content Search view based on acoustic metrics, such as agent and customer talk times, overtalk instances, and silence percentages. This feature helps teams identify interactions that contain specific speech patterns, such as long periods of silence or frequent interruptions. Also, administrators can filter searches via interaction metadata, including wrap-up codes, wrap-up notes, external tags, handle times, and interaction length. These enhancements make it easier to locate relevant conversations and analyze trends.
Where:
- Performance > Workspace > Speech and Text Analytics > Content Search
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
Read more:
Agent Copilot summary analytics access via API
Administrators can now use the Agent Copilot Summary Analytics API to track the number of generated summaries and identify any that failed to generate for Agent Assist and Agent Copilot. This feature helps improve monitoring and troubleshooting by providing visibility into summary performance.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available for Thai Thailand (th-TH).
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Read more:
Reminders for agents about their next scheduled activity
Administrators can now configure reminders, from one to 15 minutes before an agent’s next scheduled activity begins. Previously, agents received notifications only at the scheduled start time. With this update, administrators can customize notification timing based on the activity type, or choose to disable notifications for specific activities. This flexibility helps improve agent readiness and overall schedule adherence.
Where:
- Admin > Workforce Management > Business Units
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read more:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
