Contact center

Increased maximum wait time in Architect email and message flows

Genesys increased the maximum wait time for Architect inbound email and message flows from 24 to 72 hours. This enhancement provides administrators and contact center managers more flexibility when configuring email and message routing based on the organization’s schedules and schedule groups. For more information, see Wait action. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Operational bot reporting API

Developers can now use a new operational bot reporting API to gain insight into operational metrics for bots that are supported within Genesys Cloud. For Dialog Engine bot flows, the API contains additional statistics to better understand bot conclusion data. For more information, see Bot Aggregate query in the Developer Center.  This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

External Contacts bulk API

Developers can now use bulk APIs to create, retrieve, update, and delete external contacts and external organization data. For more information, see Bulk Endpoint Overview in the Developer Center. This feature has no restriction by user or required user to access.

Platform

Full support for Microsoft Edge Chromium

Genesys now provides full support for Microsoft Edge Chromium. For more information, see Supported browsers in Genesys Cloud system requirements. This feature has no restriction by user or required user to access.

Genesys Cloud HTTP cookies

Genesys now provides information on the cookies that store data in the browser. Genesys Cloud requires these cookies for feature functionality. For more information, see Genesys Cloud and cookies. This feature has no restriction by user or required user to access.

Deprecations

CIDR IP address range for cloud media services change

The November 4, 2020 Release Notes announced that Genesys purchased a /20 CIDR block of IP addresses for Genesys Cloud public-facing media services. The announcement stated that customers using the Amazon AWS IP address JSON file should configure their firewalls to allow access to the new CIDR IP addresses as soon as possible, to ensure that their organization is ready for an early 2021 cutover. The cutover date is now March 24, 2021. Updated information, including a set of testing procedures, is now available to help customers meet the cutover date. For more information, see CIDR IP address range for cloud media services change.