Genesys Cloud - March 24, 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

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. This spring, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience is being removed though we will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users.

Prise en charge des profils de contenu par défaut pour les SMS

Les administrateurs peuvent désormais configurer le canal SMS pour qu'il utilise un profil de contenu autre que celui par défaut, ce qui permet de partager des types de fichiers supplémentaires dans les conversations SMS entrantes et sortantes. Auparavant, le canal SMS utilisait le profil de contenu par défaut de l'organisation. Avec cette mise à jour, le canal SMS utilise désormais des profils de contenu pris en charge, ce qui permet aux administrateurs de mieux contrôler les types de fichiers qui peuvent être envoyés et reçus. Les utilisateurs et les agents peuvent continuer à joindre des fichiers aux MMS comme ils le font aujourd'hui, mais avec une prise en charge élargie des fichiers au-delà des formats .jpg, .png et .gif. Cette mise à jour offre une plus grande flexibilité dans la communication par SMS, ce qui permet de partager davantage de types de fichiers en fonction des besoins de l'organisation. Le canal SMS continue d'utiliser le profil de contenu par défaut du système, à moins qu'un administrateur ne le mette à jour.

Introducing the Genesys Cloud CX 4 license

Genesys Cloud now offers an AI-powered base license package, Genesys Cloud CX 4. The new package enables organizations to use Genesys Cloud for key AI-powered capabilities with a single seat price and leverage the full potential of the platform. This new license includes all of the capabilities of Genesys Cloud CX3, plus About Genesys Agent Copilot, About Journey Management, and Genesys Cloud AI Experience tokens metering and pricing.

On demand voice and digital transcript translation

Administrators and supervisors can now use the Translate button on the Interaction Details page to translate interaction transcripts on demand. This feature helps supervisors and contact center managers quickly analyze and understand interactions in different languages without the need for external translation tools. When enabled, this feature allows supervisors to convert transcripts from voice, chat, digital messages, or emails into their preferred language. The translation appears directly beneath the original transcript, making it easier to review conversations in multiple languages.

AI-generated interaction transcript summaries

Administrators can now turn AI summaries on or off for specific queues or flows by adjusting the AI Insights toggle in the Speech and Text Analytics Program Editor page. These summaries provide an overview of key topics and issues discussed during an interaction, helping supervisors quickly assess customer sentiment, agent performance, and common themes without reading the full transcript. This feature supports transcripts in English and Spanish across voice, chat, and messaging interactions, and helps supervisors and business analysts efficiently review interactions for quality assurance, coaching, trend identification, and root cause analysis.

Amélioration du masquage des données sensibles de la transcription vocale en anglais

Genesys Cloud improved English voice transcript sensitive data masking to increase the accuracy of PCI and PII entity detection in transcripts. Administrators can also choose which PCI and PII entities to redact. This enhancement helps ensure compliance with PCI and PII regulations by refining how sensitive data is detected and redacted. 

Improved accessibility in Tempo

Genesys Cloud enhances accessibility in Tempo to better support screen readers, keyboard navigation, and other inclusive design features. This update helps ensure that all users, including those with disabilities, can navigate and interact with Tempo more effectively. These improvements align with WCAG 2.2 standards, reinforcing Genesys Cloud’s commitment to a more inclusive customer experience.

View possible shifts in the Genesys Tempo mobile app

Administrators can now allow employees to see their potential shifts for unpublished weeks in the Genesys Tempo mobile app. This update helps employees plan their work and personal lives by providing a clearer view of when they may be scheduled. With this enhancement, employees can:

• View their possible shifts on daily and weekly schedules.
• See a visual representation of their shift probability using a blue color gradient, where darker shades indicate a higher likelihood of being scheduled.
• Distinguish between scheduled and possible shifts in the monthly calendar view.
• Access estimated paid hours for each day and week.

These updates help improve schedule transparency and flexibility, making it easier for employees to plan ahead.

Amélioration du panneau des notes

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 switch 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.

Amélioration de la convivialité du panneau Wrap Up 

Genesys a apporté des modifications au panneau des codes de récapitulation afin d'améliorer la convivialité pour les agents. La nouvelle conception comprend une liste de codes de synthèse sélectionnables, ce qui facilite le choix de l'option appropriée. Le panneau est désormais plus compact et rationalisé, ce qui améliore la convivialité et réduit l'encombrement. Un contraste amélioré favorise l'accessibilité, et un compteur de durée rouge offre une meilleure visibilité, aidant les agents à suivre plus efficacement le temps de clôture. Ces mises à jour améliorent l'efficacité et la clarté des interactions entre les agents.

Script support in the CX Cloud from Genesys and Salesforce integration

Administrators can now use the Scripter gadget in the Genesys Cloud CX embeddable desktop component in the integration, which enables agents access to guided workflows directly in Salesforce. This feature helps agents receive structured guidance in customer interactions and enhances the Agent Copilot experience.

AI scoring in evaluation forms

Administrators and supervisors can now use generative AI to automatically answer questions in evaluation forms. AI scoring analyzes information from the Question Group, Question, Help Text, and Answers fields to generate responses. This feature helps evaluators by prefilling answers, reducing manual effort, and improving efficiency in the quality management process.

Daily value configuration in service goal templates

Administrators can now set a daily value of up to 366 days in Service Goal Templates (SGTs), allowing for longer timescales when managing deferred work. Previously, SGTs could only be defined in hours, minutes, and seconds. With this update, a new Days field is available, providing greater flexibility for workitem routing and service-level goal configuration. This enhancement helps improve workforce management for long-duration tasks and ensures better alignment with deferred work needs.

Deprecation: BYOC Cloud TLS Ciphers

In a future release, Genesys Cloud will no longer support the following BYOC Cloud TLS ciphers. 

• TLS_RSA_WITH_AES_256_CBC_SHA256
• TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384

This change helps improve security by aligning with modern encryption standards.