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  • 1.  Genesys Cloud CX Release Notes - September 9, 2024

    GENESYS
    Posted 09-10-2024 16:42

    It's hard to believe that it's already been one whole week! Here are the most recent Release Notes for Genesys Cloud! 

    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.

    Additional details

    One of the following licenses:

    • All licenses include this feature.

    Read more:

    Messenger session persistence

    Administrators can now enable session persistence for Messenger across sub-domains within the same domain. This feature allows conversations and the ability to track customer journeys to continue as customers move between different sub-domains; for example, from sales.business.com to help.business.com, and prevents an interruption in the customer experience as they browse across a brand's website. Previously, sessions reset when customers navigated between sub-domains.

    Additional details

    One of the following licenses:

    • Genesys Cloud 1 Digital Add-on II
    • Genesys Cloud 2
    • Genesys Cloud 2 Digital
    • Genesys Cloud 3
    • Genesys Cloud 3 Digital

    Read more:

    Mobile Messenger SDK for iOS and Android

    Administrators can now integrate no-code or low-code embeddable UIs for asynchronous messaging directly into native mobile apps. This feature enables administrators to manage these interfaces remotely with the following capabilities, and allows for quick adjustments and optimizations without interrupting service. Remote management provides greater control and flexibility and makes it easier to respond to user needs and streamline the update process.

    • Conversation Auto-start
    • Conversation disconnect
    • Custom Attributes
    • Bot - Quick Replies
    • Agents can send files to end-users
    Additional details

    One of the following licenses:

    • Genesys Cloud 1 Digital Add-on II
    • Genesys Cloud 2
    • Genesys Cloud 2 Digital
    • Genesys Cloud 3
    • Genesys Cloud 3 Digital

    Read more:

    Enhanced queue activation panel with search and pagination in agent detail views

    Administrators can now search and page the queue activation panel in agent detail views. If the search request returns more than 25 queues, then pagination controls allow users to navigate through the results. This update improves the overall usability and ensures that all queues are accessible.

    Additional details

    Where:

    • Performance > Workspace > Contact Center > Agent Performance, click an agent's name.
    • Performance > Workspace > Digital > Email Agent Performance, click an agent's name.
    • Performance > Workspace > Digital > Message Agent Performance, click an agent's name.
    • Performance > Workspace > Contact Center > Agent Status, click an agent's name.
    • Performance > Workspace > Employee Engagement > Agent Evaluation, click an agent's name.
    • Performance > Workspace > Contact Center > Agent Performance, click an agent's name, and then Interactions tab.
    • Performance > Workspace > Contact Center > Agent Performance, click an agent's name, and then Queues tab.
    • Performance > Workspace > Contact Center > Agent Performance, click an agent's name, and then Wrap-Up tab.
    • Performance > Workspace > Employee Engagement > Agent Development, click an agent's name.
    • Performance > Workspace > Speech and Text Analytics > Agent Topics, click an agent's name.

    One of the following licenses:

    • All licenses include this feature.

    Read more:

    Extended voice transcription services support for Hindi

    Extended voice transcription services (EVTS) support is now available for Hindi (hi-IN). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry.

    Additional details

    One of the following licenses:

    • Genesys Cloud 1 WEM Add-on II
    • Genesys Cloud 2 WEM Add-on I
    • Genesys Cloud 3

    Read more:

    Knowledge workbench connectors for Salesforce and ServiceNow

    Genesys Cloud introduces built-in knowledge base connectors for Salesforce and ServiceNow. This feature enables knowledge authors to add and configure third-party content and then surface that knowledge in bots, Agent Copilot, Messenger, and the knowledge portal. Knowledge authors can use existing knowledge management tools that contain historical company content without recreating or importing it into the Genesys Cloud knowledge workbench. Before the organization can add source content, administrators must first add the Salesforce or ServiceNow integration. Built-in connectors that sync existing content promotes knowledge base and article management.

    Additional details

    Where:

    • Admin > Knowledge > Sources

    One of the following licenses:

    • Genesys Cloud 2
    • Genesys Cloud 2 Digital
    • Genesys Cloud 3
    • Genesys Cloud 3 Digital
    • Genesys Cloud AI Experience

    Read more:

    Agent Copilot AI-generated answers from manual search

    Agents can now view a summarized answer generated by artificial intelligence (AI) at the top of Agent Copilot search results. This feature enables agents to receive fast and personalized answers to customer queries, in addition to highlighted answers within search results. AI-powered search results benefit knowledge authors and Copilot admins as they leverage additional resources, including knowledge base connectors such as Salesforce and ServiceNow, and larger PDF and Word documents. In this release, AI generates answers from the first search result only; however, a future release will include answer generation across the top 3 to 5 articles.

    Additional details

    One of the following licenses:

    • Genesys Cloud 2
    • Genesys Cloud 2 Digital
    • Genesys Cloud 3
    • Genesys Cloud 3 Digital
    • Genesys Cloud AI Experience

    Read more:


    #Roadmap/NewFeatures

    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------


  • 2.  RE: Genesys Cloud CX Release Notes - September 9, 2024
    Best Answer

    GENESYS
    Posted 09-10-2024 16:46

    The CIDR expansion is a pretty important announcement and I highly recommend that if you are using a firewall to restrict traffic to your network. Even if you're not, I highly recommend checking out this article!

    Do you have a feature in this release that you're excited about? Let me know down below!



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------



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