Genesys Cloud - February 3, 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 March 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.

Customize inactivity timeout settings

Administrators can now exclude specific system API calls from resetting the inactivity timeout, which allows idle users to be automatically logged out as intended. This update also prevents scenarios where idle agents unintentionally remain logged in due to system API activity. When this happens administrators can fine-tune the inactivity timeout feature to exclude these API calls. This improvement includes a set of default (recommended) APIs to exclude. This improvement helps organizations strike the right balance between maintaining security and ensuring uninterrupted access for users.

Configure max calls per agent with decimal precision

Administrators can now configure the maximum calls per agent to one-tenth of a decimal. This feature enables administrators to better control granularity and fine-tune the pacing for outbound power and predictive campaigns. For example, administrators can now set the Max Calls Per Agent to 1.5 instead of whole numbers like 1 or 2. This enhancement helps improve control over campaign performance, enabling users to accommodate more specific use cases and optimize their dialing strategies to align with their operational needs.

Recurring outbound campaign schedules

Administrators can now set up recurring outbound campaign schedules, either on a daily or weekly basis. This new feature provides flexibility by allowing administrators and supervisors to manage repeated campaign schedules and make adjustments, including to edit or delete individual instances of a scheduled campaign, or modify the entire series. This improvement reduces the need for manual scheduling and offers more control over the timing and adjustments of recurring campaigns.

Script support for workitems

Administrators can now link scripts to workitems to provide agents with detailed guidance and relevant information when they handle specific tasks. Scripts display workitem details, provide editable fields for updating information, and offer step-by-step directions to help agents resolve workitems more efficiently. This feature allows organizations to customize and personalize workitems using the Scripter tool and tailor the experience to their individual workflows. By integrating scripts, agents can access more context, make updates directly within the script, and complete tasks in a timely and organized manner.

Topic miner Swiss German language support

Topic miner is now available in Swiss German (de-CH) dialect. This feature enables administrators and analysts to to mine for topics in this dialect across all media types in order to gain insights into emerging topics.

Improved attribute lists view for Journey Management events

Genesys updated the attribute lists view for events in Journey Management. The updated design includes full attribute lists for knowledge, intents, and languages, and bot-specific attribute selection for intents and languages. Also, partial and case-insensitive search capabilities allow users to navigate long attribute lists without the need to manually enter or remember exact values. These enhancements help streamline workflows and makes it easier to filter and analyze Journey Management data.

Configure performance dashboard widgets with work team and reports-to filters

Supervisors can now configure performance dashboard widgets with work team and reports-to filters to display user performance data. This feature helps supervisors monitor performance metrics for dynamic user lists, such as members of a specific work team or users reporting to a specific individual. These new filters allow supervisors to monitor team performance, optimize resource allocation, and quickly make data-driven decisions. When sharing dashboards, the selected filters are retained, ensuring consistent views across teams. This enhancement simplifies the process of tracking agent performance and improves the usability of dashboard widgets.

Filter customer journey data using numbers

Journey Management administrators can now use number filters to define customer journeys with more precision. This enhancement allows journey analysts to apply filters based on numeric data, such as time durations or specific numeric values, in addition to the previously available string-based filtering options. This feature helps analysts gain deeper insights into customer behavior by enabling detailed analysis of scenarios such as how long it takes for customers to resolve issues or how certain numeric thresholds impact their movement through journeys. With this added flexibility, organizations can better identify trends and opportunities to improve customer experiences.

Enhanced email input fields

Genesys Cloud visually enhanced the input fields for email interactions. The updated design adds borders and background colors to the subject, to, cc, and bcc fields. Agents can clearly see which fields that they can edit, reducing confusion and improving efficiency when they manage email interactions. This feature has no functional impact to the fields and helps to align with a unified and user-friendly interface.

Portuguese language support in Architect

Core IVR prompt and system audio file support in Architect is now available for Portugal Portuguese (pt-PT) for the Play Estimated Wait Time and Play Position In Queue actions and for Collect Input verification.

Workforce management historical data import improvement

Administrators can now use the Historical Data Import tool to upload multiple files with no impact to previously uploaded files when they migrate forecasting data to Genesys Cloud. Each file includes a unique historical end date and affects only the queues and media that are included in the file. Historical Data Import now stores up to 50 files with a combined storage limit of 5 GB. This enhancement helps forecasters manage historical data imports more effectively, especially when setting up multiple lines of business. 

Assign coaching without workforce management scheduling

Administrators can now assign coaching appointments outside of the workforce management (WFM) feature. This improvement enables supervisors to decide whether a coaching session integrates with or operates independently of WFM scheduling. Previously, coaching assignments required the use of the WFM schedule. Administrators can now opt out of this requirement and enable facilitators and attendees to participate in coaching sessions at a time that works best for them without using the schedule. Also, coaching now displays Insights data in a new, centralized view. This view consolidates key information to support effective development activities.

Workforce management activity codes for coaching and learning

Administrators can now set custom activity codes for coaching and learning sessions within workforce management schedules. Previously, coaching sessions defaulted to the Training activity code. This feature enables organizations to align coaching and learning activities with the most relevant categories for their business needs and provides flexibility in how coaching and learning are categorized.