Genesys Cloud – April 21, 2025
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
2024 Genesys CIDR expansion and firewall requirements notification
URGENT
Please take action now to avoid service disruption. By May 3, 2025, to prevent service disruption and ensure service continuity, customers must take the following steps:
Please take action now to avoid service disruption. By May 3, 2025, to prevent service disruption and ensure service continuity, customers must take the following steps:
- Configure their firewalls to allow access to the new CIDR IP addresses.
- Complete all applicable readiness tests.
- Read the entire 2024 Genesys CIDR Expansion - Commercial announcement.
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.
Additional details
One of the following licenses:
- All licenses include this feature.
Read more
Multi contextual panels
Important
In the coming weeks, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience is being removed though we will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users. For more information, see Agent UI multiple 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.In the coming weeks, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience is being removed though we will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users. For more information, see Agent UI multiple contextual panels.
Additional details
One of the following licenses:
- All licenses include this feature.
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.
Additional details
One of the following licenses:
- Work Automation Add-on
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.
Additional details
One of the following licenses:
- All licenses include this feature.
Read more
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.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
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.
Additional details
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.
Additional details
One of the following licenses:
- All licenses include this feature.
Note:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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