Workforce Engagement Management

2024 Genesys CIDR expansion and firewall requirements notification

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.

On May 3, 2025, Genesys will update CIDR for the following Genesys Cloud regions: Hong Kong, Seoul, Singapore, Mumbai, Paris, London, Ireland, Zurich, Frankfurt, UAE, Cape Town* & Jakarta*.
On May 10, 2025, Genesys will update CIDR for the following Genesys Cloud regions: Cape Town*, Jakarta*, Tokyo, Osaka, Sydney, Canada, Sao Paulo, US East & US West.

Note: Cape Town and Jakarta will require updates on both May 3, 2025, and May 10, 2025, to complete the transition.

Multi contextual panels

Access workbin and worktype names in task management events

Administrators can now view both workbin name and worktype name in task management events. This addition helps developers create deployments to reuse across Genesys Cloud organizations, including during blue or green deployments. Previously, task management events only included object IDs such as workbin and worktype GUIDs. Now, developers can reference objects by name instead of ID to ensure their scripts work across multiple environments without the need for manual changes. This update is especially helpful for organizations that maintain separate development and production environments and want to maintain consistency without duplicating effort.

Bulk Export API to export external contacts and related data 

Administrators can now use the Bulk Export API to extract customer profile data, including external contacts, and organizations in CSV format. This process makes it easier to manage and maintain external contact records across environments. Organizations can use the exported data used for bulk updates, deletions, and merges before they import it back into Genesys Cloud via the bulk import feature. This feature helps improve the accuracy and consistency of contact data during re-entry, and supports such broader data needs as importing customer profile data into internal data warehouses, using the data for training and validation, or for preparing data for cleanup or migration.

Agent Copilot assigned at the queue member level

Administrators can now assign Agent Copilot at the individual user level within a queue. This update helps improve flexibility and control by allowing administrators to decide exactly which agents receive support from Agent Copilot on a queue, rather than enabling it broadly across an entire queue. 

Deprecation: Agent Assist AI Experience tokens provisioning

The deprecation date was postponed from April 28, 2025, to May 26, 2025. On May 26, 2025, Genesys will discontinue support for Agent Assist provisioning via Genesys Cloud AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organizations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud AI Experience tokens.

Deprecation: Presence update requires new permission

On June 23, 2025, Genesys Cloud will require the presence:userPresence:edit permission to update another user's presence. This change affects any use of the PATCH /api/v2/users/{userId}/presences/{sourceId} API. To ensure continued functionality, administrators must grant this permission to any roles or users that need to update another user's presence via the API.