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2024 Notificación de ampliación de CIDR y requisitos de cortafuegos de Genesys

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 March 1, 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.

Regex custom data filtering to protect sensitive information for co-browse

Administrators can now apply co-browse custom data filtering rules via regular expressions (regex) to protect sensitive information from appearing during co-browse interactions. This feature provides increased flexibility and control over data masking. By enabling regular expression masking, administrators can precisely define which fields or values to mask, which ensures that sensitive data remains secure. Regex-based masking enables organizations to use a centralized configuration that aligns with the masking rules already available for other digital channels like web messaging, SMS, and email. 

Preserve routing information for callbacks and voicemails

Administrators can now preserve such routing information as skills, language, and priority from original calls for callbacks and ACD voicemails. This feature ensures that callbacks and voicemails retain the routing details from the original call, such as assigned skills, language preferences, and priority. With this enhancement, Genesys Cloud helps connect customers to agents who are best suited to handle their specific needs. This setting applies to agent first callbacks including in-queue callbacks, scheduled callbacks, skilled campaign callbacks, and ACD voicemails. For example, when an inbound call creates a callback request, the system now retains the original interaction’s routing data, including skills (such as technical expertise), language (such as Spanish or French), and any defined priority.

Define rule conditions based on workitem dates

Administrators can now apply individual conditions for date-based rules, including due date, expiry date, and lifespan date, directly within worktype configuration. Administrators can configure rules that execute the associated workitem flow when configured conditions are met. This feature helps organizations manage and process workitems more effectively based on business needs and timelines. For example, administrators can schedule a flow to notify an agent as a workitem approaches its due date to help avoid missing SLAs, or trigger an email to the back-office team on the settlement date of an insurance claim to process documents and request additional customer information.

Updated agent canned responses panel

Genesys Cloud redesigned the canned responses panel in the agent user interface to offer a more intuitive and user-friendly experience and ensure consistent and professional messaging. When agents select a canned response, the updated panel displays the content with the formatting that the administrator defines at the time of creation. Additionally, the formatting automatically adjusts for clarity and consistency, based on the type of interaction. This enhancement simplifies the use of canned responses and enables agents to respond efficiently while maintaining high-quality and consistent communication across interactions.

Bulk workitem addition via API

Administrators can now add multiple workitems in a single API call. The updated API endpoint enables developers to load large batches of workitems at once (maximum 50 workitems per batch), which helps to streamline operations during high-volume periods, such as the start or end of the day. This feature is especially useful for customers who run overnight processes or rely on legacy systems to process work asynchronously, supports efficient handling of large datasets, and helps contact centers and back-office environments manage tasks during system transitions, peak operations, or other high-volume scenarios. The existing work automation rate limits apply to this new API, ensuring consistent system performance while handling bulk operations.

Share dashboards with work teams and individuals

Supervisors can now share dashboards with specific teams, or individuals. This feature provides more flexibility by allowing tailored access to dashboards to complement the existing public sharing and private options. Supervisors can share performance metrics directly with their teams. This enhancement reduces the need to recreate dashboards for different audiences and offers flexibility for operational and performance analyses. For example, supervisors can share dashboards with their team to align on performance metrics without making them visible across the organization.

Agent performance reports for inactive and deleted users

Supervisors can now retrieve agent performance reports for both inactive and deleted users. This feature enables them to gain insights into the performance of past team members.

Improved native voice transcription accuracy for French

Genesys Cloud improved native voice transcription accuracy for French dialects (fr-FR and fr-CA).

Normalization of Digits in German for Low Latency transcription.

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 German (de-DE)

Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users

Administrators can now enable emoji reactions in Genesys Cloud Collaborate chat, including desktop, iOS, and Android mobile users. These users can react to chat messages with emojis and provide quick, expressive communication to customers. Emoji reactions help streamline conversations by enabling users to convey emotions or provide feedback without typing, keeping chats more focused and reducing clutter. This update also improves accessibility by offering an easy way for users who find typing challenging to participate in discussions. Previously, Collaborate Chat supported features such as messaging, file sharing, and video calls, but it did not include emoji reactions. With this addition, users can enjoy a more dynamic and interactive chat experience, fostering engagement and supporting a more personalized and inclusive communication environment. This enhancement aligns with evolving user expectations and strengthens the Genesys Cloud Collaborate platform’s ability to support efficient and expressive team collaboration.

CX Cloud from Genesys and Salesforce Agent Copilot support

CX Cloud from Genesys and Salesforce now supports AI-powered assistance via the Agent Copilot component embedded directly within the Salesforce console. With the Agent Copilot component, agents can access real-time guidance, such as knowledge articles and suggestions, which simplifies tasks during live interactions and improves the overall customer experience. Agent Copilot enhances agent efficiency and reduces workload by delivering relevant information, automating processes, and improving conversation management in real time. This feature enables agents to focus on customer issue resolution and provides an integrated AI experience that aligns with Natural Language Processing (NLP) and large language models (LLM) in customer care operations.

Custom node.js code as part of a data action

Administrators can now run their own Node.js code to support complex use cases as part of a data action in Genesys Cloud. This feature enables administrators to use AWS Lambda to perform tasks such as format conversions (for example, XML to JSON), multi-step API calls, and interact with multiple endpoints from a single invocation. Organizations can embed these functions directly within their Genesys Cloud environment. This update integrates with the data action service, which allows custom Lambdas to function as data actions and expands customization opportunities while maintaining a focus on security and compliance. Currently, Genesys Cloud supports Node.js versions 18, 20, and 22. The Genesys Cloud operational console will communicate future support and deprecations.

Division-aware permissions and APIs for external contacts

Administrators can now view external contacts permissions that are marked as division-aware and developers can see division IDs in select contacts APIs. This update introduces division-aware functionality to permissions and APIs. Developers can also use the updated APIs to observe division IDs in response data. These updates help organizations plan for scenarios where access to external contacts may be segmented by division, such as separating customer data by brand, business unit, or other groupings. Division-aware functionality helps improve data management and access control, particularly for businesses with multiple teams, brands, or compliance requirements.

Improved search and filters for screen recorded interactions

Administrators can now search and filter interactions based on screen recordings. This enhancement allows users to identify and retrieve interactions that include screen recordings using updated search and filter capabilities. A new data column indicates whether an interaction was screen recorded. For example, Quality Managers can locate screen recorded conversations to assign them to evaluators for detailed review. This feature improves efficiency in managing and analyzing interactions with screen recordings. This feature confirms whether an interaction was originally screen recorded at the time of occurrence. It does not track if the screen recording was later purged due to retention rules.