Genesys Cloud - March 31, 2025

2024 Genesys CIDR expansion et notification des exigences en matière de pare-feu

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 May 3, 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.

Panneaux multi contextuels

Les administrateurs de centres d'appels peuvent utiliser des panneaux multi contextuels pour améliorer l'efficacité des agents en réduisant le nombre de clics. Cette fonction permet aux agents d'afficher simultanément plusieurs panneaux contextuels afin de se concentrer plus efficacement sur la conversation avec le client, tout le contexte étant visible d'un seul coup d'œil.

Attribute-based access control

Administrators can now enforce more granular access control within Genesys Cloud using the new attribute-based access control (ABAC), in addition to the existing role-based access control (RBAC) by allowing administrators to define more specific permissions. Administrators can prevent certain users, such as supervisors, from granting themselves or others higher-level roles like master admin. In addition, administrators can now restrict users from changing certain profile fields, such as contact details, unless they have supervisor or admin permissions. This feature is useful for maintaining the integrity of contact center workflows and ensures that agents and other users cannot inadvertently alter critical data. ABAC also provides flexibility for future use cases, where admins can apply custom access restrictions to meet their business or security needs.

Introducing outbound WhatsApp campaigns support

Administrators can now create and manage outbound WhatsApp campaigns within Genesys Cloud. This feature allows businesses to send personalized, large-scale WhatsApp messaging campaigns using pre-approved message templates. Administrators can control campaign execution and monitor the status of both completed and ongoing campaigns. Also, campaign data can be viewed in the Interaction view, Campaign Performance Summary, and Campaign Performance Detail views, offering a comprehensive view of campaign performance. This feature extends outbound messaging capabilities by enabling businesses to set up campaigns with pre-approved message templates and equips administrators with more control over the execution and progress of campaigns.

View average sentiment score across performance views

Administrators can now view the Average Sentiment Score by default in the Agent Performance, Queue Performance, and Flow Performance views. Previously, different views displayed sentiment data using different calculations. Now, all views use the same Average Sentiment Score, helping supervisors analyze sentiment trends more consistently. The Avg Sentiment metric is still available as an optional column, and a new tooltip explains the differences between the two metrics.

Retrieve Estimated Wait Time (EWT) by label

Supervisors can now use the Estimated Wait Time (EWT) API to retrieve EWT for specific labels within a queue and media type: GET /api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime. This update introduces an optional query parameter for labels to the existing API. This enhancement helps supervisors monitor wait times more accurately for different categories of interactions. For example, they can now retrieve the EWT for all emails labeled as Billing. By including labels in EWT calculations, businesses gain better insights into wait times for specific types of interactions, helping to optimize resource allocation.

Analytics agent activity API filter and sort agents based on conversation activity

Administrators can now use the new analytics agent activity API to monitor agents’ real-time conversation activity with greater flexibility. This API provides detailed data on agents’ current conversations, such as their assigned division, language, queues, skills, after-call work, media type, and more. Supervisors can filter and sort the agent list based on various conversation states. In contrast to previous methods that required manual oversight and limited filtering options, the API allows supervisors to focus on agents handling specific conversation types in real time. Key features of the API’s initial phase include:

• Filter agent data by division, queue, skill, manager, and specific agent IDs.
• Access conversation data such as segment type, for example, dialing, hold, interact; routing skill; language; inbound or outbound direction, and media type.
• Sort the agent list by criteria like agent name, segment start time, session start time, and manager.
• Retrieve detailed metadata for each agent and their active conversations.

This release enhances decision-making with more comprehensive filtering and sorting capabilities.

Agent Timeline Detail view

Administrators can now use the new Agent Timeline Detail view to provide supervisors with a comprehensive visual representation of the conversations that their agents handle. This feature offers a more complete look at an agent’s activities by showing their primary, secondary, and routing statuses. Supervisors can also see how voice conversations are interwoven with multiple simultaneous digital interactions, all within a single view. This new feature helps improve visibility into agent activities, making it easier for supervisors to track and manage workflows. The Agent Timeline Detail view uses data already available in the Genesys Cloud APIs, which makes it easy to access and view within Workspaces. This addition is especially beneficial for supervisors who want a clear understanding of their agents’ day-to-day interactions without relying on third-party products.

Conversation details for agents

Administrators can now use Architect to configure a conversation details panel for agents, which provides them with essential conversation information throughout the entire engagement cycle, before the interaction is accepted, after it has been accepted, and during wrap-up. The panel displays two main cards: one for conversation participants, and another for a brief summary of the contact profile, when available. This feature allows agents to quickly access relevant context, helps them to efficiently address customer requests, and reduces the time spent gathering information during an interaction

Prevent agents from staying on queue without a selected station

Administrators can now remove the Telephony > Phone > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue. Previously, agents could go on queue, deselect their station, and remain on queue without taking calls. This change helps improve queue integrity by ensuring that only agents with an active station can remain available for interactions.

Sync external email interaction data in Genesys Cloud EX

Organizations can now inject external email interaction data into Genesys Cloud EX using Genesys Cloud APIs. This enhancement allows organizations to include email interactions from third-party platforms in workforce management (WFM) and employee performance features, including gamification. By syncing external email data, supervisors can gain a complete view of employee performance and engagement. This capability helps organizations that use Genesys Cloud EX for employee experience, even if they do not use Genesys Cloud as their customer experience platform.

Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Administrators can now purchase Genesys Cloud Voice (GCV) phone numbers in Argentina, Brazil, Mexico, and Colombia for organizations with local addresses in these countries. This feature helps businesses establish a local presence and connect more effectively with regional customers and partners. By adding support for local phone numbers in these countries, Genesys Cloud Voice expands its global reach and enhances service availability for LATAM-based organizations. Customers can request these numbers through Genesys Cloud support, with applicable documentation requirements and service considerations. 

Add or remove individuals from automatic development and feedback modules assignment

Administrators can now manage automatic assignments for development and feedback modules at the individual level, even if those individuals do not have access to groups or ACD skills. This feature makes it easier to manage individuals from group-level training assignments without requiring additional permissions. With this new capability, administrators can adjust assignments directly from the Module Assign view or the Agent Development view, ensuring training remains relevant to each individual’s current responsibilities.

Query jobs API typeId as a primary filter and increased filter limits

Administrators can now use typeId as a primary filter in the query jobs API with both EQ (equals) and IN (includes) operators. This enhancement allows more precise filtering of work items based on their work type. Also, administrators can now apply up to 100 key values in queries, expanding the previous limits for statuses, queues, and custom attribute values. These improvements make it easier to retrieve specific work items and customize queries to fit various use cases.

Gamification contests

Supervisors can now set up contests within or across teams to encourage agent engagement and drive improvements in key performance indicators (KPIs). Contests offer a gamified way to motivate agents by providing incentives and clear goals based on performance measures. Supervisors can create contests tailored to their team’s and business needs by choosing key metrics to emphasize and by recognizing top performers. Agents can see which contests they are participating in, understand the rules, and track their progress. Performance administrators also have visibility into ongoing contests across the organization, allowing them to provide support as needed.

Deprecation: Amazon Lex V1 bot integration

On September 15, 2025, Genesys will remove all support and availability for the Amazon Lex V1 bot integration. Amazon announced that Amazon Lex V1 will reach end-of-life (EOL) by September 15, 2025. Genesys Cloud customers can continue to use this feature until the EOL date.