Genesys Cloud - March 10, 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 April 5, 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.

Multi contextual panels

Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on a customer conversation with full context visible at a glance.

Support for open messaging in Single Customer view

Administrators can now enable support for the open messaging channel in Single Customer View. Agents can search for and select an existing contact in the Profile Panel or create a new contact and claim an open messaging ID as an identifier. Open messaging interactions now appear in the customer journey, helping agents understand past interactions across all supported channels. This update helps improve identity resolution, providing a complete view of customer interactions. It also enhances the ability to track and manage customer journeys across the open messaging channels.

Extended voice transcription services support for Turkish

Extended voice transcription services support is now available for Turkish (tr-TR).

Support sentiment and empathy analysis for Hindi (Hi-IN)

Sentiment and empathy analysis support is now available for Hindi (Hi-IN).

Date range and complete transfer type support for Journey Flows in Architect

Administrators can now view the specific date range that the Journey Flows visualization covers in Architect. Also, all transfer types are now included in the visualization, providing analysts with a more comprehensive view of customer journey paths within their Architect flows. This update helps analysts better understand customer behavior by offering a complete view of the flow, including all relevant transfer types. The inclusion of a date range also provides crucial context, allowing for more accurate interpretation of journey data. This enhancement helps analysts gain deeper insights into customer interactions and flow paths, improving the ability to optimize journey design and customer experience.

Agent Copilot configuration experience improvements

Administrators can now configure Agent Copilot with more flexibility and ease, giving administrators more control over how Copilot delivers knowledge and automation to agents. New features include:

• Knowledge filters - Admins can now filter knowledge articles shown to agents based on categories and labels, helping ensure agents see the most relevant information.
• Knowledge confidence threshold - A configurable confidence threshold now indicates how likely an article is to answer a user’s query, providing more control over knowledge retrieval.
• Summaries and AI predictions - Admins can enable or disable AI-powered summaries and AI-predicted wrap-up codes based on their needs.
• NLU rules engine settings - Admins can specify which conversation participant (agent, customer, or both) triggers the NLU rules engine.
• Knowledge article links - Agents can now access links to knowledge articles directly within Copilot.

Alongside these features, user experience improvements make the configuration process more intuitive. Updates include clearer organization of advanced settings, after-call work options, and queue assignments. Admins also receive setup status indicators and prompts to guide them through rule configuration.

Unified Experience from Genesys and ServiceNow embedded voice interactions

Administrators can now enable a unified experience for ServiceNow users by integrating Genesys Cloud Voice interactions into the ServiceNow agent workspace. This feature presents voice interaction controls in the same way as ServiceNow chats and cases within the standard agent inbox. This update helps agents work more efficiently by reducing the need to switch between different interfaces for handling customer interactions. 

Unified Experience from Genesys and ServiceNow with External Routing support

Administrators can now route ServiceNow chats and cases through Genesys and have them handled directly in the ServiceNow console. This integration provides agents and supervisors with real-time, omnichannel visibility within their existing ServiceNow environment. By reducing the need for multiple screens, extra clicks, and redundant data entry, this update helps improve agent productivity and shortens call times. This first release introduces new API endpoints that allow ServiceNow to send interactions to Genesys for routing. This update is the first phase of unified experience from Genesys and ServiceNow, extending native CRM and CCaaS capabilities to streamline workflows and enhance efficiency.

Genesys Cloud updated built-in learning modules

Genesys Cloud now offers new and updated built-in learning modules for agents and supervisors. These modules, provided by Genesys Beyond, use SCORM support in Genesys Cloud, making it easier to keep training content current. Previously, built-in learning modules were hardcoded, making updates less flexible. With this change, administrators benefit from more updates to training materials, helping ensure that agents and supervisors have access to the most relevant and up-to-date information. This update also supports better integration between Genesys Cloud’s learning features and Beyond-generated content.

Deprecation: Billing APIs and UI components

In a future Genesys Cloud release, Genesys Cloud will no longer support the following Billing APIs and UI components:

• Billing & Usage UI: (Admin > Account Settings > Subscription)
• Partner Billing Usage API: /api/v2/billing/trusteebillingoverview/{trustorOrgId}
• Premium Applications – Usage API – Individual Customer Subscription GET endpoint: billable-vendor-usage-api.usw2.pure.cloud/v1/regions/{region}/organizations/{orgId}?appIds={appIds}

Genesys Cloud recommends that you stay informed. Genesys Cloud will share comprehensive details, including API specifications, migration guides, and specific deprecation timelines, in the coming months. Also, ensure that your development and operational teams are prepared to adapt to the new billing infrastructure.