2024 Genesys CIDR expansion and firewall requirements notification

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.

Simplified customer firewall requirements

Genesys Cloud now uses Amazon CloudFront URLs to serve content stored in Amazon S3. Customers have the option to update their firewall allowlist to remove Genesys Cloud *.s3 domain entries that allow *.s3.amazonaws.com, *.s3.{region}.amazonaws.com, and *.s3-{region}.amazonaws.com. Also, Genesys Cloud now only uses two domains for delivering content from Amazon CloudFront. Customers have the option to update their firewall allowlist to replace the Genesys Cloud *.cloudfront.net entry with two domain entries consisting of a region-specific FQDN, and the static domain dhqbrvplips7x.cloudfront.net.

Active callback columns for performance views

Administrators and supervisors can now access new Active Callback columns in various performance views, allowing for better tracking and analysis of callback handle times. The new columns include Total Active Callback, Min Active Callback, Max Active Callback, and Avg Active Callback. These metrics are now available directly within the following views:

• Agents Performance Detail
• Agents Performance Summary
• Agents Queues Detail
• My Performance
• Skills Performance
• Queues Agents Detail
• Queues Performance Detail
• Queues Performance Summary

Notification API voice transcription number normalcy for Portuguese and Spanish languages

Developers who use the Notification API for voice transcription can now see normalized numbers and digits instead of the digits spelled into words. This feature extends support to Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish Spain (es-ES), and Spanish United States (es-US), in addition to English and English India dialects.

Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages

Agent Copilot advanced summarization and wrap-up code prediction support is now available for Dutch Netherlands (nl-NL), French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), Japanese Japan (jp-JP), Portuguese Brazil (pt-BR), Spanish Spain (es-ES), and Spanish United States (es-US).

Multi contextual panels

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 customer conversation with full context visible at a glance.

Introducing Genesys Cloud Virtual Agent

Genesys introduces the new Genesys Cloud Virtual Agent, a new self service automation capability that enhances existing Genesys bot functionality. This release includes several large language model (LLM) and generative artificial intelligence (AI)-powered features, enabling administrators to perform such tasks as:

• Quickly bootstrap the organization's NLU model with lifelike training data by generating natural language understanding (NLU) training utterances based on a simple description.
• Enable the Virtual Agent to generate a summary of an interaction and then transfer the information to live agents.
• Enable the Virtual Agent to generate a summary and wrap-up codes after the Virtual Agent completely contains an interaction.
• Enable the Virtual Agent to highlight the exact snippets of an article that best answers the user's question, especially helpful for larger articles.

A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent. These new features have no impact on existing functionality.

Drag and drop in Architect builders

Administrators can now use a new drag-and-drop functionality to add, arrange, and reorder elements in Architect builders. This feature helps to simplify the process of building custom expressions, provides a clear and intuitive visual hierarchy, reduces flow configuration time, and improves efficiency. Flow authors can reorder cards in one action, either by dragging and dropping them, or via the keyboard.

Content based search for knowledge articles

Knowledge authors can now enable article content search to ensure that the knowledge search service looks for relevant results within the body of the knowledge article, in addition to titles and phrases. For existing knowledge bases, knowledge authors must export and then import the knowledge base and enable content search during the import process. This feature benefits organizations that use longer articles or third-party articles from a knowledge connector and improves search accuracy.

Workforce management read-only continuous forecasting

Administrators can now access the new workforce management Continuous Forecast values from the Main Forecast, which automatically generates a fresh forecast every night using the Genesys Cloud AI Automatic Best Method. This forecast appears directly in the redesigned forecasting view, which makes it easier to track and review updates in real-time. The feature benefits forecasters by continuously updating data to help improve forecast accuracy and providing more timely insights for better decision-making. This release is read-only. Continuous forecasting and the main forecast features are long-term vision for forecasting in Genesys Cloud and will be built upon in future releases. Scheduling and modifications will be supported in the future.

Configurable time-to-live (TTL) for auto-generated recording URLs

Administrators can now configure the time-to-live (TTL) duration of up to 60 minutes for auto-generated URLs of recording files. When a user retrieves a recording such as during playback in the Interaction Details view or through a batch download request, Genesys Cloud generates an accessible URL that is valid for the configured TTL time. This duration is set to 60 minutes by default; however, administrators previously could not adjust the setting. This feature enables administrators to adjust the TTL to a timeframe that better aligns their data security practices to the organization's specific requirements.