Genesys Cloud - April 7, 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.

Division assignment for external contacts and external organizations

Administrators and contact center managers can now control access to external contacts and external organizations by assigning them to divisions. This update helps organizations with strict data segmentation requirements manage contact visibility more effectively. Previously, all users with the necessary permissions could access and interact with external contacts, regardless of their division. Now, businesses that must isolate contact data can ensure that users only see and interact with the contacts relevant to their division. This feature is beneficial for companies that serve multiple customers or business units. For example, a contact center supporting competing airlines can now prevent agents that handle interactions for one airline from accessing another airline’s customer information. The ability to exercise more granular control helps organizations maintain privacy, meet compliance requirements, and improve operational efficiency.

Next Contact Avoidance (NCA) in predictive routing

Administrators can now track and optimize contact center efficiency via the next contact avoidance (NCA) key performance indicator (KPI) in predictive routing. The NCA metric measures the percentage of customer interactions that do not result in a repeat contact within seven days. This feature helps administrators and supervisors assess whether issues are being resolved on the first contact. Previously, predictive routing focused on optimization with factors such as handle time and sentiment scores. With NCA, administrators now have an additional way to measure and improve resolution rates, helping to ensure a more efficient and customer-friendly contact center experience.

Save static interaction lists in Content Search

Administrators can now save a static list of interactions for a specific date range in the Content Search feature from the Interaction List view and Content Search view. Previously, saved lists were dynamic, updating based on the selected time period. Now, users can preserve a fixed set of results, making it easier to reference the same interactions over time. This update helps improve workflow efficiency by allowing users to filter interactions with multiple conversation IDs and then save a specific set of interactions for later review. Users can still choose dynamically refreshed lists for periods like today, this week, or last month. Also, a custom date picker is now available in the Save View Time Period settings, providing more precise control over the saved interactions’ time frame.

Dedicated API endpoints for schema metadata retrieval

Administrators and developers can now access schema-related metadata (for example, core types and field limits), through dedicated, entity-specific public APIs as part of the Dynamic Schema Service (DSS) V1.5 upgrade. Previously, this information was retrieved using shared global endpoints. This update improves how schema definitions are managed by making data retrieval more scalable and structured across different services. With this release, new API endpoints are available for managing schema information related to external contacts, organizations, workitems, and open actions. These changes help ensure better integration and consistency across all relevant areas, supporting the full implementation of DSS V1.5.

Amélioration de l'expérience de configuration de l'Agent Copilot

Genesys improved Agent Copilot configuration to give administrators more control over how Copilot delivers knowledge and automation to agents. The new features include:

• Knowledge filters: Admins can now filter knowledge articles shown to agents based on categories and labels, helping ensure agents see the most relevant information.
• Knowledge confidence threshold: A configurable confidence threshold now indicates how likely an article is to answer a user’s query, providing more control over knowledge retrieval.
• Summaries and AI predictions: Admins can enable or disable AI-powered summaries and AI-predicted wrap-up codes based on their needs.
• NLU rules engine settings: Admins can specify which conversation participant (agent, customer, or both) triggers the NLU rules engine.
• Knowledge article links: Agents can now access links to knowledge articles directly within Copilot.

These features improve the user experience and make the configuration process more intuitive. Additional updates include clearer organization of advanced settings, after-call work options, and queue assignments. Admins also receive setup status indicators and prompts to guide them through rule configuration.

Phone book support in the Omni-Channel widget for CX Cloud

Administrators can now enable Salesforce phone book support in the Omni-Channel widget for CX Cloud. Agents who use this widget can now directly call agents, queues, extensions, and external contacts via the phone book feature and quickly connect with colleagues or external numbers without requiring a Direct Inward Dialing (DID) number. With this update, agents can search by name, phone number, queue, or extension within the widget and select from a list of relevant results, improving efficiency in internal and external communication.

Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia

Administrators can now purchase Genesys Cloud Voice (GCV) phone numbers in Latvia, Lithuania, and Slovakia 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 organizations. Customers can request these numbers through Genesys Cloud support. 

Configurable timeout for data actions

Administrators can now configure the execution timeout setting for data actions. The timeout can be set between 1 and 60 seconds, with a default of 60 seconds. When an HTTP request runs longer than the configured time, the data action returns a timeout response. This feature helps improve control over data action timeouts, prevents long-running processes, and reduces unnecessary concurrency usage.

Enable audio selection with screen recordings in playback

Supervisors can now select a specific audio recording to synchronize with screen recording during playback. This feature is especially useful when multiple audio recordings exist for an interaction. Previously, supervisors could play back screen recordings but did not have control over which audio recording synchronized with the video. Now, they can choose a specific audio recording (whether a trunk-side or station-side recording), to play alongside the screen activity. This feature helps improve the evaluation experience by ensuring the correct audio is reviewed in context with the corresponding screen actions.