Genesys Cloud - September 23, 2024

2024 Genesys CIDR expansion and firewall requirements notification

During the week of October 28, 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.

Work items custom panel support

Genesys Cloud now supports the ability to use client applications to create and add custom panels to work items. Developers can create and publish custom i-frame panels to enhance work items with tailored content and tools. Administrators can add these custom panels and determine the order on a work item. This enhancement improves the flexibility and functionality of work items, enabling more customized workflows and better support for specific operational needs.

Enhanced responsive layout and widget scaling for dashboards

Supervisors can now use dashboards with an enhanced responsive layout, and auto-scaling widget sizing. The enhanced responsive layout ensures constant access to key performance insights, regardless of screen size, without compromising the user experience. In addition, updated charts now feature improved color contrast and accessibility compliance, making the dashboards more user-friendly. These changes align the analytics dashboards with modern UX standards, providing a more streamlined and accessible interface.

Suppress profile notifications

Administrators can now allow users to suppress profile notifications through the notification preferences. Previously, users received profile notifications by default without the option to disable them. Also, Genesys Cloud telephony users can now toggle on or off hardware notifications for input and output devices. This feature reduces unnecessary interruptions and enhances user customization of their notification settings.

Workflow triggers for collaborate chat messages

Administrators can now trigger Architect workflows each time that Genesys Cloud creates, updates, or deletes a Collaborate chat message. This feature allows organizations to automate processes based on chat activity and improves event orchestration and process automation.

Persistent agent settings for embedded clients on the server side

Genesys Cloud embedded clients can now ensure that agent settings, such as Prompt for queue on click-to-dial, and Remember the last selected queue, are stored on the server side. Previously, these settings were saved locally in agent browsers only and would not persist when they cleared their cache or reset their browser. Agents no longer need to reconfigure their preferences after a reset, which reduces their setup time and improves workflow efficiency. This feature helps provide a more stable and reliable experience for managing personalized agent settings across sessions.

Workflow triggers for external user presence events

Administrators can now trigger Architect workflows based on user presence events from UC integrations like Microsoft Teams, Zoom, or 8x8, in addition to Genesys Cloud events. This update enables organizations to automate processes via presence events from external platforms, which enhances integration flexibility and streamlines workflows that trigger by user status changes.