Genesys Cloud FedRAMP region – September 2, 2024
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.
Counted limits monitoring and alerts
Administrators can now use the Operational Console to monitor and manage counted limits such as team.max, group.individuals.max, and actions.integration.max. This feature allows administrators to configure alerts that trigger when these limits approach their predefined thresholds and then monitor these limits, receive timely alerts, and analyze usage trends. These improvements help prevent breaches and ensure that resources are used efficiently.
One of the following licenses:
- All licenses include this feature.
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WebRTC Media Helper enabled by default with allowed IP addresses feature
Genesys Cloud now includes WebRTC Media Helper in the Allowed IP Addresses list by default and requires no additional configuration. The Allowed IP Addresses feature enables WebRTC Media Helper to be used securely in VDI environments when the WebRTC Media Helper IP address is outside of the VDI environment’s Allowed IP Address range. The Allowed IP Addresses feature limits Genesys Cloud account access to only those visitors from specified IP addresses. WebRTC Media Helper is designed to provide an optimal audio quality experience by allowing the real-time media flow to run independently, outside of the VDI session.
One of the following licenses:
- All licenses include this feature.
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Prerequisites in expandable section of Resource Center articles
Genesys Cloud prerequisites now appear in an expandable section, closed by default, in relevant Resource Center articles. This enhancement enables users to access main content quickly without the need to scroll through a list of permissions and prerequisites.
Interaction routing based on predictive scores
Administrators can now route interactions based on predictive scores. This feature ensures that the highest-ranked interaction routes to an available agent, regardless of the interaction wait time. This feature ensures that customer interactions are handled by the best-suited available agents, which leads to improved outcomes and more effective use of AI routing.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
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Genesys Cloud CIDR expansion and firewall requirements
Genesys Cloud's FedRAMP media services will fully migrate FedRAMP | US East 2 (Ohio) to a Genesys-owned Classless Inter-Domain Routing (CIDR) block. Genesys is also expanding the RTP port range. These changes will occur during service deploys in the FedRAMP region maintenance window during the week of September 2nd. The Genesys Cloud CIDR range for FedRAMP is (164.152.64.0/22). For daily status updates, see the Genesys Cloud System Status link in Additional details.
One of the following licenses:
- All licenses include this feature.
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Dashboard Owners page
Administrators and supervisors can now access dashboards owned by any user in the organization directly from the Dashboard Owners page. This feature enables administrators to view, or delete obsolete dashboards and provides a more efficient dashboard administration process.
Where:
- Performance > Workspace > Dashboards > Dashboards.
- Performance > Workspace > Dashboards > Dashboard Owners.
One of the following licenses:
- All licenses include this feature.
Read more:
Increase quality management topic limit to 5000 on request
Administrators can now request an increase in the maximum number of quality management topics for the organization up to 5000 topics. Previously, Genesys Cloud capped the limit to 500 topics. This increase benefits organizations that require the same topic to repeat in different languages for various geographical areas. The expanded limit enables administrators to create and manage all necessary topics to meet their diverse business needs, which enhances the utility of speech and text analytics (STA) for larger and more complex organizations.
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
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API for platform limit event alert
Developers can configure platform limit event thresholds alerts, which includes the following limits: token.rate.per.minute, client.credentials.token.rate.per.minute, and org.app.user.rate.per.minute. This enables administrators to observe events triggered for platform limit resources prior to a limitation breach, such as high request rates.
One of the following licenses:
- All licenses include this feature.
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Screen recording playback UI modernization
Genesys Cloud improved the Screen Recording Playback user interface (UI) with a new look and feel. These improvements include modernized icons that automatically adjust in size and spacing when users reduce the page resolution to avoid icon clutter and overlapping components. These enhancements do not impact existing functionality.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
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Improved customer sentiment and agent empathy analysis for English dialects
Genesys Cloud improved customer sentiment and agent empathy analysis for supported English dialects.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- 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.
