Genesys Cloud - March 17, 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
Please take action now to avoid service disruption. By April 5, 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:
Multi contextual panels
The opt-in/opt-out period for this feature ends on March 31, 2025. As of this date, all agents will use only the new multiple contextual panel experience. For more information, see Agent UI multiple contextual panels.
One of the following licenses:
- All licenses include this feature.
Read more:
Genesys Cloud for X (Twitter) Direct Messaging integration
Administrators can now use the Genesys Cloud for X (formerly Twitter) Direct Messaging as a native messaging channel in Genesys Cloud. This integration allows agents to respond privately to customer messages sent to an organization’s X business account, supporting both direct conversations and public posts that transition into private conversations. With this update, Genesys Cloud provides built-in support, simplifying setup and management while keeping customer interactions within the platform’s native messaging framework.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Introducing Genesys Cloud Social
Genesys introduces Genesys Cloud Social, which enables administrators to organize and route both public and private social media messages from customers on X and Facebook. This feature allows administrators to set up social escalation rules to direct these interactions to agents, and then agents can view and respond to these messages. Also, supervisors and managers can access listening analytics in the Social Listening Performance view, review individual posts in the Social Listening Post view, and can analyze conversational data across multiple performance views. This feature helps improve social media management, making it easier to track, route, and respond to customer communications across X and Facebook.
Where:
- Admin > Message > Social Listening
- Admin > Message > Social Escalation Rules
- Performance > Workspace > Social > Social Listening Performance
- Performance > Workspace > Social > Social Listening Posts
- Performance > Workspace > Contact Center > Interactions
- Performance > Workspace > My Performance > My Interactions
- Performance > Workspace > Contact Center > Skills Performance
- Performance > Workspace > Contact Center > Agent Performance
- Performance > Workspace > Contact Center > Agent Performance, click agent name
- Performance > Workspace > Contact Center > Queue Performance
- Performance > Workspace > Contact Center > Queue Performance, click queue name
- Performance > Workspace > Digital > Message Agent Performance
- Performance > Workspace > Digital > Message Agent Performance, click agent name
- Performance > Workspace > Digital > Message Queue Performance
- Performance > Workspace > Digital > Message Queue Performance, click queue name
- Performance > Workspace > Contact Center > Agent Performance, click agent name, and then Interactions tab
- Performance > Workspace > Contact Center > Queue Performance, click queue name, and then Interactions tab
- Performance > Workspace > Contact Center > Campaign Performance, click campaign name, and then Interactions tab
- Performance > Workspace > Contact Center > Agent Performance, click agent name, and then Queues tab
- Performance > Workspace > Contact Center > Queue Performance, click queue name, and then Agents tab
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Read more:
Work Automation List view OR queries
Administrators can now use an OR operator, in addition to the existing AND operator, when they query workitems in the Work Automation List view. Within a single worktype grouping, conditions can be connected via either AND or OR. This enhancement makes it easier to find workitems based on broad or specific criteria, such as tags, skills, service level agreements (SLAs), or custom attributes. For example, case managers can now quickly answer questions like:
- How many cases have a specific skill?
- How many cases are tagged within a particular region?
- How many cases meet multiple criteria across different case types?
Sensitive data masking support for English chat and messaging transcripts
Sensitive data masking support in chat and messaging transcripts is now available for all 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 3 Digital
Read more:
ACD voicemail transcription
Administrators can now enable ACD voicemail transcription in the organization's settings, which allows agents to read voicemail transcripts directly within the platform. This feature helps agents quickly understand the reason for a call and gather relevant information before returning it.
Where:
- Admin > Account Settings > Organization Settings > Settings
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Read more:
Ukrainian language support
User interface support in Genesys Cloud is now available for Ukrainian-Ukraine (uk-UA).
One of the following licenses:
- All licenses include this feature.
Read more:
Deprecation: Documents UI Audit tab
Genesys Cloud deprecated the Audit tab in the documents UI.
Deprecation: Auto answer pop-up toast
Genesys Cloud no longer supports the auto answer pop-up toast for agent, and queue settings.
Read more:
Deprecation: Genesys Enhanced TTS - Google European Voices
On April 15, 2025, Genesys will no longer support certain Google European voices in Genesys Enhanced Text-to-Speech (TTS) integrations. Google is deprecating these European text-to-speech (TTS) voices. Genesys Cloud recommends that customers who use these TTS voices switch to alternative TTS voices in their Architect flows.
One of the following licenses:
- All licenses include this feature.
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.
