New Features — April 2025

• 1. 2024 Genesys CIDR Expansion and Firewall Requirements Notification

  Genesys Cloud is expanding its CIDR IP address range to 136.245.64.0/18. Customers must update their firewall settings by May 3, 2025, to avoid service disruptions.

  License:

  • All licenses
    

  Read more: Genesys Cloud Resource Center, Genesys Cloud Resource Center

• 2. Multi-Contextual Panels

  Agents can now view multiple contextual panels simultaneously, enhancing efficiency by reducing the need to switch between tabs.

  License:

  • All licenses
    

  Read more: Genesys Cloud Resource Center

• 3. Division Assignment for External Contacts and Organizations

  Administrators can assign external contacts and organizations to specific divisions, improving data segmentation and access control.

  License:

  • All licenses
    

  Read more: Genesys Cloud Resource Center

• 4. Next Contact Avoidance (NCA) in Predictive Routing

  Introduces a KPI to measure the percentage of customer interactions that do not result in repeat contacts, aiding in optimizing routing strategies.

  License:

  • Genesys Cloud 2 and above
    

  Read more: Genesys Cloud Resource Center, Genesys Cloud Resource Center

• 5. Save Static Interaction Lists in Content Search

  Users can now save static lists of interactions in the Content Search view for easier reference and analysis.

  License:

  • Genesys Cloud 1 and above
    

  Read more: Genesys Cloud Resource Center
  

• 6. Dedicated API Endpoints for Schema Metadata Retrieval

  New API endpoints allow developers to retrieve schema metadata, facilitating integration and development processes.

  License:

  • Genesys Cloud 1 and above

  Read more: Genesys Cloud Resource Center
  

• 7. Agent Copilot Configuration Experience Improvements

  Enhancements to the Agent Copilot configuration interface streamline setup and management for administrators.

  License:

  • Genesys Cloud 2 and above
    

  Read more: Genesys Cloud Resource Center, Genesys Cloud Resource Center
  

• 8. Phone Book Support in the Omni-Channel Widget for CX Cloud

  Agents can now access a phone book within the Omni-Channel widget, enabling quick calls to colleagues and external contacts.

  License:

  • Genesys Cloud 1 and above
    

  Read more: Genesys Cloud Resource Center
  

• 9. Genesys Cloud Voice Numbers in Latvia, Lithuania, and Slovakia

  Genesys Cloud Voice services are now available in these countries, expanding global coverage.

  License:

  • Genesys Cloud Voice
    

  Read more: Genesys Cloud Resource Center, Genesys Cloud Resource Center

• 10. Configurable Timeout for Data Actions

  Administrators can set custom timeout durations (1-60 seconds) for data actions, improving control over integration behavior.

  License:

  • Genesys Cloud 1 and above

  Read more: Genesys Cloud Resource Center

• 11. Enable Audio Selection with Screen Recordings in Playback

  Supervisors can choose which audio recording to sync with screen recordings during playback, enhancing review capabilities.

  License:

  • Genesys Cloud 1 and above

  Read more: Genesys Cloud Resource Center, Genesys Cloud Resource Center
  

• 12. External Source for Open Messaging Identity Resolution in the UI

  Administrators can now configure external sources for identity resolution directly within the UI, simplifying setup processes.

  License:

  • Genesys Cloud 1 Digital Add-on II and above
    

  Read more: Genesys Cloud Resource Center

   

• 13. Detailed Counts of Digital Messaging Activity

  Provides administrators with detailed metrics on inbound and outbound digital messages, aiding in performance analysis.

  License:

  • Genesys Cloud 1 Digital Add-on II and above
    

• 14. Improved Keyword Precision for SMS

  The system now recognizes only single-word opt-out commands (e.g., STOP, QUIT), reducing false positives in SMS opt-out detection.

  License:

  • Genesys Cloud 1 Digital Add-on II and above
    

  Read more: Genesys Cloud Resource Center
  

• 15. Microsoft Graph for Email Integration

  Administrators can integrate Microsoft Graph for sending and receiving emails, enhancing email capabilities within Genesys Cloud.

  License:

  • Genesys Cloud 1 Digital Add-on II and above
    

  Read more: Genesys Cloud Resource Center

• 16. Normalization of Digits in French for Low Latency Transcription

  Voice transcription now normalizes digits in French (fr-FR and fr-CA), improving accuracy in transcriptions.

  License:

  • Genesys Cloud 1 and above
    

• 17. Division Support for External Contacts Bulk Import

  Bulk import processes now support assigning external contacts to specific divisions, streamlining data management.

  License:

  • Genesys Cloud 1 and above
    

  Read more: Genesys Cloud Resource Center
  

• 18. Agent Activity Performance Dashboard Widget Filter and Sort Agents Based on Conversation Activity

  Enhancements to the performance dashboard allow filtering and sorting agents by conversation activity metrics.

  License:

  • Genesys Cloud 1 and above
    

• 19. Improved Agent Email Address Handling

  Improvements in handling agent email addresses enhance email routing and delivery within the system.

  License:

  • Genesys Cloud 1 and above
    

• 20. Expanded Agent Assist Dashboard with Enhanced Insights

  The Agent Assist dashboard now offers more comprehensive insights, aiding supervisors in performance evaluations.

  License:

  • Genesys Cloud 2 and above
    

• 21. Advanced Knowledge Handling in Bot Flows

  Bot flows now support advanced knowledge handling, improving automated responses and customer interactions.

  License:

  • Genesys Cloud 2 and above
    

• 22. Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

  Genesys is deprecating support for Enhanced TTS voices from Microsoft Azure and Google, encouraging migration to alternative solutions.

• 23. Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

  Genesys is phasing out support for Enhanced Text-to-Speech (TTS) voices from Microsoft Azure and Google. Organizations using these voices should transition to alternative TTS solutions to maintain functionality.

  License:

  • Genesys Cloud 1 and above
    

• 24. Deprecation: Windows 10 OS Support for the Desktop App

  Support for the Genesys Cloud desktop application on Windows 10 is being deprecated. Users are encouraged to upgrade to a supported operating system to ensure continued compatibility and support.

  License:

  • All licenses
    

• 25. Deprecation: Genesys Enhanced TTS – Google European Voices

  Genesys is discontinuing support for Google European TTS voices. Organizations utilizing these voices should plan to migrate to supported alternatives to avoid service interruptions.

  License:

  • Genesys Cloud 1 and above
    

• 26. Access Workbin and Worktype Names in Task Management Events

  Developers can now access both workbin and worktype names in task management events, facilitating easier identification and management of tasks across different environments.

  License:

  • Work Automation Add-on
    

• 27. Bulk Export API to Export External Contacts and Related Data

  A new Bulk Export API enables administrators to export external contacts and associated organizational data in CSV format, streamlining data management and migration processes.

  License:

  • Genesys Cloud 1 and above
    

• 28. Agent Copilot Assigned at the Queue Member Level

  Administrators can now assign Agent Copilot configurations at the individual queue member level, allowing for more granular control over agent assistance features.

  License:

  • Genesys Cloud 2 and above

• 29.

  Deprecation: Agent Assist AI Experience Tokens Provisioning

  Genesys will discontinue support for provisioning Agent Assist using AI Experience tokens on May 26, 2025. Organizations should transition to using Genesys Agent Copilot for enhanced capabilities.

  License:

  • Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3
    

• 30. Deprecation: Presence Update Requires New Permission

  Starting June 23, 2025, updating another user’s presence via the API will require the presence:userPresence:edit permission. Administrators must update roles accordingly to maintain functionality.

  License:

  • Genesys Cloud 1 and above
    

• 31. Allow Participants to Clear Web Messaging Conversations

  Participants using the mobile Messenger can now clear their web messaging conversations, enhancing privacy and reducing unnecessary agent workload, especially on shared devices.

  License:

  • Genesys Cloud 1 Digital Add-on II and above 

• 32. Architect Inbound Email Flow AI Intent and Entity Detection

  Architect now supports AI-based intent and entity detection for inbound email flows, enabling more intelligent routing and handling of email interactions.

  License:

  • Genesys Cloud 2 and above

• 33. Web Messaging French Canada, Greek, and Hindi Support

  Web messaging now supports additional languages, including French (Canada), Greek, and Hindi, expanding accessibility for a broader range of users.

  License:

  • Genesys Cloud 1 Digital Add-on II and above
    

• 34. Outbound Dialing Campaign Health Indicator

  A new health indicator provides real-time insights into the performance and issues of outbound dialing campaigns, aiding in proactive management.

  License:

  • Genesys Cloud 2 and above
    

• 35. Improved Voice Offered Metrics for Customer First Callbacks

  Enhancements to voice offered metrics provide better visibility into customer first callback interactions, allowing for improved analysis and optimization.

  License:

  • Genesys Cloud 1 and above
    

  Read more: Genesys Cloud Resource Center
  

• 36. Improved Workforce Management Deferred Workload Prediction Algorithm

  The deferred workload prediction algorithm in workforce management has been improved, leading to more accurate forecasting and scheduling.

  License:

  • Genesys Cloud 1 WEM Add-on II and above
    

• 37. Deprecation: Mobile Messenger SDK Localization Files Storage

  Genesys is deprecating the storage of localization files within the Mobile Messenger SDK. Developers should update their implementations to accommodate this change.

  License:

  • Genesys Cloud 1 Digital Add-on II and above