Genesys Cloud – May 12, 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 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.
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 has been 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.
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 has been 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.
Additional details
One of the following licenses:
- All licenses include this feature.
Instagram support for external contacts identity resolution
Administrators can now enable identity resolution for Instagram direct messaging, allowing agents and admins to manage Instagram interactions the same way they do for other social channels. Instagram now appears in the External Contact management interface, the Agent’s Profile panel, and in the Customer Journey view. This support helps agents associate Instagram interactions with new and existing contacts, view past interactions.
Additional details
Where:
- Admin > Directory > Identity Resolution
- Directory > External Contacts
- Interactions panel > Profile tab
- Interactions panel > Customer Journey tab
- Performance > Workspace > Contact Center > Interactions, click interaction, and then Customer Journeys tab
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
Average Speed of Answer in Agent Performance views
Supervisors can now view the Average Speed of Answer (ASA) in Agent Performance views, including the summary and detail views for voice, messaging, and email. This update gives supervisors an additional metric to help evaluate how quickly agents respond to interactions, supporting a more complete view of agent performance. The addition of ASA to these views improves performance monitoring efficiency and provides consistency with how teams already track service responsiveness.
Additional details
Where:
- Performance > Workspace > Contact Center > Agent Performance.
- Performance > Workspace > Contact Center > Agent Performance, click agent name.
- Performance > Workspace > Contact Center > Queue Performance, click queue name, and then the Agents tab.
- Performance > Workspace > Digital > Message Agent Performance.
- Performance > Workspace > Digital > Message Agent Performance, click agent name.
- Performance > Workspace > Digital > Email Agent Performance.
- Performance > Workspace > Digital > Email Agent Performance, click agent name.
One of the following licenses:
- All licenses include this feature.
Synchronize ServiceNow cases with Genesys Cloud work items
Administrators can now synchronize ServiceNow cases with Genesys Cloud workitems. This update enables administrators to bring ServiceNow cases directly into Genesys Cloud as workitems for routing and orchestration. By doing so, agents receive the right work through a unified experience, and supervisors gain visibility into active and pending tasks in one place. Previously, customers managed ServiceNow cases separately from Genesys Cloud. This feature helps streamline operations by consolidating routing through Genesys Cloud, aligning demand forecasting in workforce management, and creating a single source of data for customer experience insights.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Work Automation Add-on
AI scoring support for consult transfers
Administrators can now use AI scoring for calls that include a consult transfer. This update helps supervisors see AI-generated scores even when a consult transfer is used to bridge a disclaimer or other content into the call. Previously, AI scoring did not apply to these types of calls. This improvement helps provide a complete view of agent interactions and supports more consistent use of AI to reduce manual evaluation effort.
Additional details
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
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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