Genesys Cloud - March 3, 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.

Typing indicators in Mobile Messenger

Participants can now see when the other party is typing in Mobile Messenger conversations, indicated by three dots that precede a response. This feature aligns Mobile Messenger with web messaging capabilities, ensuring a more consistent experience across platforms.

Journey Management date range configuration

Journey Management users can refine the date range in their journey queries. They can choose from preset date ranges, such as yesterday or the last 30 days, or customize a specific date range up to the last 365 days. This feature enables the organization to refine their analysis by aligning journey data with other reporting tools, effectively benchmark results, and gain more relevant customer journey insights.

Conversation summaries on transfer with Agent Assist and Agent Copilot

Genesys Cloud now automatically generates conversation summaries when agents who use Agent Copilot or Agent Assist transfer calls to another agent. When the interaction transfers to the new agent, they also receive an AI-generated summary of the previous conversation. This feature helps organizations sync the summaries to their CRM using data actions, making it easier to track and reference past interactions. 

Notes panel improvements

Genesys redesigned the Notes panel with several usability improvements. Label colors are now darker for better visibility and note text appears larger for improved readability. The option to hide or show notes history is now a toggle button instead of a hyperlink. Also, when a new message is added, a border appears around it for 20 seconds, which helps users identify recent updates. These changes improve clarity and make interacting with notes more efficient and have no effect on existing functionality.

Wrap Up panel usability improvements 

Genesys implemented changes to the Wrap-up Codes panel for improved agent usability. The updated design includes a selectable list of wrap-up codes, making it easier to choose the appropriate option. The panel is now more compact and streamlined, improving usability and reducing clutter. Enhanced contrast supports accessibility, and a red duration counter provides better visibility, helping agents track wrap-up time more effectively. These updates improve efficiency and clarity when agents complete interactions.

Genesys Enhanced TTS now includes Amazon Polly Neural voices

Genesys Enhanced text-to-speech (TTS) engine now supports Amazon Polly Neural voices. This feature expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available with French-Belgium (fr-BE) and Dutch-Belgium (nl-BE) languages.

Trigger process automation from Coaching or Learning state changes

Administrators can now use Coaching or Learning state changes as triggers for process automation in Genesys Cloud. This feature enables automatic responses to specific events, such as updating external systems or custom metrics when training milestones are reached. For example, organizations with structured training programs can automatically update agent skills in Genesys Cloud when employees complete required training. Also, companies using gamification can update custom metrics when learning items are completed. This new capability helps organizations streamline their workflows and create tailored automation rules, reducing manual updates and improving efficiency across training and coaching processes.

Deprecation: BYOC Premises - Genesys Hardware Solution deprecation

On December 1, 2026, Genesys will no longer support the BYOC Premises - Genesys Hardware Solution. This date marks the End of Support (EOS). Genesys recommends transitioning to one of our 100% cloud media telephony connection options (BYOC Cloud or Genesys Cloud Voice). The process for transitioning from a premises to a cloud media telephony connection option is built into Genesys Cloud via the Genesys Cloud Hybrid Media Solution.