Genesys Cloud - January 13, 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
By February 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:
SMS and E-mail campaign automation using campaign rules
Administrators can now automate operations for SMS and email campaigns using campaign rules, including conditions and actions. This enhancement enables campaign rules to operate simultaneously across digital (SMS and email) and voice campaigns and streamlines campaign management. Also Change Campaign Template and Set Campaign Messages Per Minute actions are now available for digital campaigns. These actions provide greater flexibility and control over digital channel operations.
One of the following licenses:
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
Genesys Cloud native voice transcription in English now more accurately adds capitalization, periods, question marks, and commas where applicable, as well as shows spoken numbers as digits int he transcription. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance.
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:
Hindi programs, topics, and phrases support
Programs, topics, and phrases support is now available for Hindi (hi-IN).
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:
Complex journeys persist in post calculation sequenced path order on Journey Management
Administrators can now ensure that event cards in journey management persist in the same order as they were constructed, even after the journey is calculated, saved, or retrieved later. This enhancement provides a clear and logical sequence for viewing results in journeys with multiple paths and simplifies the management and review of large, complex journeys that contain up to 20 branches. The event card order remains consistent, which helps users better understand and analyze journey outcomes.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Add descriptions to collaborate chat rooms
Administrators can now add or edit descriptions for Collaborate chat rooms, which enables room owners to provide more context and information about the room’s purpose. A chat room description helps participants understand the role of the chat room and the intended focus beyond the title. This enhancement reflects feedback from users and internal teams who requested alignment with the capabilities of other chat platforms.
Improved deferred workload prediction algorithm
Genesys improved the accuracy of short-term, deferred workload predictions in the workforce management deferred work algorithm. The updated algorithm more effectively considers the timing of when deferred work is performed, which leads to better workload distribution predictions. 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.
Where:
- Admin > Workforce Management > Forecasting
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.
