Genesys Cloud - October 21, 2024

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

Important: To ensure business continuity of your Genesys Cloud organization, you must read the entire 2024 Genesys CIDR Expansion - Commercial announcement and run all applicable tests to confirm your organization’s readiness for the new CIDR IP address range and the RTP port expansion.
During the week of December 7, 2024 Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. 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.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Customer engagement
multi region and multi organization

Voice surveys after customer interactions

Administrators can now create and deploy voice surveys that gather customer experience feedback after a voice interaction. Administrators can also view the results of these surveys through analytics views. Agents can offer customers the option to take a survey about their call experience. If the customer agrees, then the agent disconnects, the survey begins while the customer remains on the line, and the survey results are linked to the interaction. This feature helps to provide a clear picture of customer feedback and distinguishes between IVR survey results and web-based survey outcomes.

Additional details

Where:

  • Performance > Workspace > Employee Engagement > Survey Performance.
  • Performance > Workspace > Contact Center > Interactions.
  • Performance > Workspace > Contact Center > Agent Performance, click agent's name, and then the Queues tab.
  • Performance > Workspace > Contact Center > Queue Performance.
  • Performance > Workspace > Contact Center > Queue Performance, click queue's name.
  • Performance > Workspace > Contact Center > Queue Performance, click queue's name, and then the Interactions tab.
  • Performance > Workspace > Contact Center > Agent Performance, click an agent’s name, and then the Interactions tab.
  • Performance > Workspace > Contact Center > Campaign Performance, click a campaign's name, and then the Interactions tab.
  • Performance > Workspace > My Performance > My Interactions.
  • Performance > Workspace > Other > Bot Performance.
  • Performance > Workspace > Flows > Flow Outcome Performance.

One of the following licenses:

  • Genesys Cloud 1 WEM Add-on II
  • Genesys Cloud 2 WEM Add-on I
  • Genesys Cloud 3

Read more:

Customer engagement
surveys

Journey flows tab in Architect for outbound call, inbound email and message flows

Flow authors can now access the Journey Flows tab in Architect to better understand the customer journey within inbound email, message flows, and outbound call flows. Journey flows help to visualize interaction paths and provide a clear view of flow milestones and outcomes. This feature enables flow authors, administrators, and contact center managers gain deeper insights into how customers move through different interactions, identify key moments that impact the flow’s effectiveness, and improve containment rates in digital and outbound voice interactions. This addition makes it easier to optimize flows.

Additional details

Where:

  • • Admin > Architect > Outbound Call Flow > Insights and Optimizations > Journey Flows • Admin > Architect > Inbound Email Flow > Insights and Optimizations > Journey Flows • Admin > Architect > Inbound Message Flow > Insights and Optimizations > Journey Flows

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:

Data, analytics, and reporting
journey management

Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Administrators can now retrieve the public IP address ranges for Genesys Audio Connector, BYOT Microsoft Speech-to-Text (STT), and Genesys Bot Connector using the Genesys Cloud Public API. Administrators can add these IP addresses to firewall allowlists to streamline the integration of third-party voice and digital services with Genesys Cloud. This new feature helps reduce unnecessary traffic exposure by providing precise IP ranges for allowlists, which improves secure third-party BYOT provider integrations. By using the public API, administrators have a more efficient way to access the necessary IP addresses, improving integration, and security.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Open platform
connectors

Disable automatic hinting in Architect bot flows

Flow authors can now use the Intent Classification Hinting setting in Architect to enable or disable whether the bot sends hints to the speech recognition engine (ASR) for intent classification. Hints are sets of phrases that the bot sends in Ask for Intent and Ask for Slot actions to provide context and assist with speech recognition. This setting is enabled by default, but flow authors can disable it to maintain control over automatic hinting with the goal to reduce or prevent potential inaccuracies and bias in the ASR.

Additional details

Where:

  • Admin > Architect > Bot Flow > Settings > User Input

One of the following licenses:

  • Genesys Cloud 1
  • Genesys Cloud 2
  • Genesys Cloud 3

Read more:

Self service and automation
virtual assistant (bots and ivr)
Note:
  • 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.