Genesys Cloud - May 5, 2025

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

Genesys previously announced that, during the weeks of May 3, 2025 and May 10, 2025, Genesys would migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. These changes are now in progress. 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 require updates on both May 3, 2025, and May 10, 2025, to complete the transition.

To view the latest progress updates, see Genesys Cloud System Status.

Automatic role assignment for reactivated users

Genesys Cloud now supports the automatic assignment of an employee role to reactivated users, which ensures that reactivated users can log in immediately without requiring manual role assignment. This feature improves consistency between the experience of creating users and reactivating existing ones, helps reduce administrative overhead, and supports a smoother user management process. Reactivated users receive the employee role, even if they are reactivated without group inheritance.

Email administration user interface enhancements

The Genesys Cloud email administration interface now features a new design. This design improves the flow, style, and grouping of configuration options, and results in a more intuitive and user-friendly experience. The enhancements do not affect existing functionality. 

Retry configuration for unsuccessful customer first callbacks

Administrators can now set retry options for customer first callbacks that are not successful on the first attempt. With retry configuration, administrators can define how many times the system should retry the callback and how long to wait between each attempt, directly at the queue level. This configuration helps improve the chances of reaching customers by automatically trying again after common issues like no answer, or a busy signal. While retries are not supported for answering machine detection, administrators can still manage these using existing options like Transfer to Flow in the queue settings. Adding automatic retry capabilities reduces manual intervention and helps improve callback success rates, giving businesses a better chance to connect with customers without requiring agent involvement after each unsuccessful attempt.

Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Agent Copilot now allocates Extended Voice Transcription minutes (EVTS) for the following support languages.

• holandés
• francés
• alemán
• hindi
• italiano
• japonés
• coreano
• portugués
• sueco

This feature allows customers to use Agent Copilot’s AI-driven features, such as knowledge suggestions, summarization, and natural language understanding (NLU), without incurring additional transcription costs. Agent Copilot customers who use EVTS now receive 1,500 minutes per agent, helping to ensure high-quality transcription that improves AI accuracy. 

Content-based search for non-English knowledge base articles

Administrators can now allow users to search the content of a select set of non-English language knowledge articles in Genesys Cloud, rather than only the title of the article. Content searches are case-insensitive where applicable and improve the search experience across multiple languages. For a list of supported languages, see Knowledge base content search overview. This enhancement makes it easier for knowledge authors to manage multilingual content and helps ensure that users can find relevant articles more efficiently.

Architect help panel

Flow authors can now use a context-aware help panel directly within Architect. This new help panel provides immediate, relevant assistance without needing to leave the workspace. It consolidates help resources (including expression help) into a single location, making it easier to find the information you need while staying focused on your tasks. The context-aware panel helps to improve efficiency by keeping helpful guidance readily available and aligned with your current activity. The panel also improves the overall in-product help experience by following consistent layouts and patterns used across the Genesys Cloud platform. This feature consolidates all help resources, including expression help, into a single, unified location within Architect. 

Habilitar la selección de audio con grabaciones de pantalla en la reproducción

Ahora los supervisores pueden seleccionar una grabación de audio específica para sincronizarla con la grabación de pantalla durante la reproducción. Esta función es especialmente útil cuando existen varias grabaciones de audio de una interacción. Antes, los supervisores podían reproducir las grabaciones de pantalla, pero no tenían control sobre qué grabación de audio se sincronizaba con el vídeo. Ahora, pueden elegir una grabación de audio específica (ya sea una grabación del lado del tronco o del lado de la estación), para que se reproduzca junto con la actividad en pantalla. Esta función ayuda a mejorar la experiencia de evaluación garantizando que se revise el audio correcto en contexto con las acciones de pantalla correspondientes.

Deprecation: Analytics Transcripts Query Endpoint API

Genesys began deprecation of the /api/v2/analytics/conversations/transcripts/query endpoint to improve platform efficiency. On June 5, 2025, Genesys will remove the /api/v2/analytics/conversations/transcripts/query endpoint.