Exploring the Latest Updates and Features in Genesys Cloud CX
JULY 2024
This month, we’re excited to share the latest enhancements rolling out to Genesys Cloud CX.
Notably, Genesys Agent Copilot is a new major feature that is set to revolutionise how contact centre agents interact with customers. Additionally, Real-Time Call Barge-In empowers supervisors to join ongoing voice conversations between agents and customers.
Keep reading for all of the exciting new updates!
Account Management
Hourly interacting users billing option
Genesys can now bill lower volume platform users only for the hours when they interact, instead of requiring a full named or concurrent seat. Administrators can tailor billing options within the same organisation by billing users based on actual use. This feature enables occasional users who do not work in a full-time agent capacity but still need contact centre agent functionality to do so without consuming the named or concurrent seat. Previously, Genesys billed these users for a named or concurrent seat.
Licensing: All licenses include this feature.
Further Information: Genesys Cloud CX hourly user licenses.
Customer Engagement
Limit agent actions during co-browse sessions
Administrators can now further limit agent actions during a co-browse session, allowing agents to act only as spectators rather than guide the co-browse experience. Administrators can disable the ability for navigation requests to prevent agents from requesting customers navigate to specific URLs. This feature is beneficial for brands that prefer their agents to only observe what the end-customer is doing during a co-browse session. This feature helps the organisation to better align the co-browse experience with their strategic goals and encourages customer autonomy.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Co-browse for Messenger overview, and Set up co-browse for Messenger.
Introducing Work Automation
Genesys Cloud CX now includes Work Automation, aimed to assist with tracking customer requests across the organisation, spanning from the front-office to the back-office. Administrators can use work automation to define tasks and automate workflows based on predefined processes. This feature, built on the Genesys Cloud CX process automation solution, empowers the organisation to automate, route, and manage work for all stages of the customer life cycle to deliver an enhanced and orchestrated customer experience.
Licensing: Work Automation Add-on.
Further Information: About work automation, Work automation overview, and Set up work automation.
Introducing the Queue Routing performance view
Administrators can now use the new Queue Routing performance view to gain a better understanding of the routing settings performance for a specific queue when agents respond to interactions. This view offers detailed data about interactions that agents answer, including information on the chosen routing method and the last routing rules or rings reached, before an agent answers the interactions.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Queue Routing Performance summary view, and About views and dashboards.
Generic SIP station support in cloud media
Administrators can now use generic SIP station support in cloud media. This feature enables non-managed third-party devices to register with Genesys as a SIP endpoint and allows unsupported phones and third-party SIP applications to connect and register with the Genesys system, which improves flexibility and interoperability for administrators who manage diverse communication endpoints.
Licensing: All licenses include this feature.
Further Information: Create base settings for a generic SIP phone, and Create a generic SIP phone.
Web tracking API public endpoint
Administrators can now access a public endpoint for the web tracking API to ensure a streamlined and accessible process for tracking and analysing visitor behaviour. This feature enables the organisation to track visitor interactions on the website through a public API and submit web event data without the need to deploy the JavaScript Tracker SDK. Previously, web tracking was enabled via the JavaScript SDK, which captured web events and sent them as beacon requests to the public API. The new public API endpoint provides greater flexibility in web event data collection and platform integration.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Highlight markdown support in web messaging
Administrators can now use the highlight markdown feature in messages sent via web messaging. This feature enables digital bots, knowledge bots, and agents to highlight specific snippets of text to draw focus to the most important content of the message. The ability to incorporate highlight markdown allows more detailed formatting and enhances the user experience. Highlighting key information helps customers quickly find the most relevant parts of a message, especially in lengthy responses from bots, and improves communication clarity and efficiency.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Markdown syntax for rich text in Messenger.
Outbound open messaging on behalf of a queue
Agents can now start new conversations or continue existing conversations on the open messaging channel on behalf of a queue. This feature extends the ability to send an interaction on behalf of a queue for open messaging, which facilitates agent-initiated messaging with third-party systems and external messaging services. Agents can initiate follow-up messages without going on queue and can receive credit for the interaction via metrics for the selected queue. This feature is not available in Genesys Cloud CX embedded clients.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Send an outbound message on behalf of a queue, and Create and configure queues.
Barge-in capability for supervisors and administrators
Supervisors and administrators can now barge into their agents’ voice conversations. This new feature allows supervisors to join calls as active participants and provide real-time assistance and control when needed directly from the Interactions Details page. Alongside the existing Monitor and Coach options, this new control is available for agents who are actively on a call. After a supervisor barges in, they automatically connect to the call and can view call details via a new entry in the ACD Interactions pane on the agent’s UI. This capability also grants supervisors the same controls as the agent, such as transfer and conference options. Previously, supervisors could monitor or coach agents on ACD calls. Monitoring allowed them to listen in without the agent knowing, and coaching let them speak to the agent without the customer hearing.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Interactions view, My Interactions view, and Agents Interactions Detail view.
Data, Analytics and Reporting
Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
Genesys Cloud CX improved customer sentiment and agent empathy analysis for Portuguese Brazil (pt-PT), Portuguese Portugal (pt-PT), Spanish United States and Latin America (es-US), and Spain Spanish dialects (es-ES).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: About sentiment analysis, About agent empathy analysis, and Genesys Cloud CX supported languages.
Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce
Administrators can now add the Genesys Cloud CX for SCV Queue Stats component to the Lightning app for contact centres that use CX Cloud from Genesys and Salesforce. This feature extends the current queue stats, which previously showed only the voice channel, to include all interaction types. The component allows agents to view comprehensive queue statistics on the Service Cloud console, including wait times, agent availability, and the number of interactions waiting in the queue.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Configure Genesys Cloud CX for SCV Queue Stats component.
Topic miner German, Italian, and Portuguese language support
Topic miner is now available in German Germany (de-DE), Italian Italy (it-IT), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT) dialects. This feature enables administrators and analysts to mine for topics in these dialects across all media types in order to gain insights into emerging topics.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: About the topic miner, and Genesys Cloud CX supported languages.
Improved native voice transcription accuracy for Arabic dialects
Genesys Cloud CX improved native voice transcription accuracy for Arabic (ar-WW) language.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Genesys Cloud CX supported languages.
Improved native voice transcription accuracy for Portuguese
Genesys Cloud CX improved native voice transcription accuracy for Portuguese dialects (pt-PT and pt-BR).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: About voice transcription, and Genesys Cloud CX supported languages.
Introducing digital performance monitoring views
Supervisors and managers can now use the new digital performance monitoring views to monitor agent and queue performance of digital interactions, such as email and messages. This feature enables supervisors to make quick agent and queue management decisions based on how these resources handle digital interactions.
Licensing: All licenses include this feature.
Further Information: About views and dashboards, About Performance views overview, and Email Agent Performance Summary view.
Enhanced agent status visibility for supervisors
Supervisors can now see a detailed breakdown of the amount of time that agents spend in specific secondary statuses. This feature ensures that secondary status durations now appear directly in the Agents > Statuses view. When all secondary statuses are selected and the necessary permissions are in place, the sum of the secondary status durations matches the primary status duration. Previously, supervisors had to use the User Status Detail report to determine the duration of agents in particular secondary statuses. This enhancement provides a clear view of the time distribution within an agent’s primary status and offers greater insight into their activities, which enables supervisors to more efficiently monitor and manage agent performance.
Licensing: All licenses include this feature.
Further Information: Agents Status Summary view, and Agents Status Detail view.
Employee Productivity
Introducing Genesys Agent Copilot
Genesys Cloud CX now includes Genesys Agent Copilot, which empowers contact centre agents with AI-driven guidance during and after customer interactions. Genesys Agent Copilot determines customer intent, guides agents to their next best actions, summarises calls, and predicts wrap-up codes. This feature reduces onboarding time, average handle time, and after-call work and improves first contact resolution and customer satisfaction. Administrators can configure the AI to deliver relevant advice based on conversational events to enhance agent efficiency and accuracy. Agent Copilot will be provisioned to customers who purchase or have already purchased AI Experience tokens.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: About Genesys Agent Copilot.
Genesys Agent Assist available for Japanese language
Genesys Agent Assist is now available for Japanese Japan (jp-JP), including summarisation.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX AI Experience.
Further Information: Genesys Cloud CX supported languages.
Utilisation labels for Click to Dial API
Developers can now use Utilisation Labels in the Embeddable Framework and Salesforce Click to Dial API to control the number of interactions that route to an agent. Each user-created label now contains a unique capacity and interruptible settings, which provide more refined control over agent utilisation. Developers can configure Genesys Cloud CX to attach identifiers, such as a complexity score, to conversations. For example, an agent may be restricted to handling only two interactions with a high complexity score at any given time. This enhancement helps agents to focus on higher-priority tasks when necessary and also bridges platform functionality with integration features, which improves resources efficiency and agent workload management.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Use the extension points to customise click-to-dial, and Genesys Cloud CX Developer Centre.
Open Platform
Dynamic documentation and trigger enablement for the Operational Console
Administrators can now benefit from significant usability enhancements in the Genesys Cloud CX Operational Console. The updated Operational Console page includes dynamic documentation, which helps users view operational event-related troubleshooting details directly from the Event Catalogue. Previously, troubleshooting required navigating through static documentation or external resources. With dynamic documentation, users have immediate access to relevant information that helps to streamline the troubleshooting process. Operational events are now integrated into process automation triggers. This feature allows administrators to configure Architect workflows to respond to these events and make the system more responsive and adaptive to operational changes. Also, users of the Operational Console can now multi-select or multi-deselect event definition IDs to filter operational events. This improvement provides greater flexibility and precision in monitoring and managing events.
Licensing: All licenses include this feature.
Further Information: Troubleshoot using the Genesys Cloud CX Operational Console, Example of an email from an Operational Console event, and About triggers.
Genesys Cloud CX Voice phone number availability in LATAM countries
Administrators can now purchase Genesys Cloud CX Voice (GCV) phone numbers in Argentina, Brazil, Mexico, and Colombia for organisations with local addresses in these countries. This new feature allows customers to access local phone numbers, which enable them to connect with regional clients and stakeholders. Also, these phone numbers come with added functionalities such as emergency services and number portability, excluding Colombia. Documentation requirements and some service restrictions apply. To request these phone numbers, reach out to Genesys Cloud CX Voice Support. This feature is currently available in select regions.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Genesys Cloud CX Voice global coverage requirements and restrictions.
Genesys Cloud CX Background Assistant screen recording support for CX Cloud from Genesys and Salesforce
Agents who use both voice and digital capabilities for CX Cloud from Genesys and Salesforce can now use Genesys Cloud CX Background Assistant (GCBA) on Windows 10 and 11 operating systems for screen recording. Administrators can install GCBA independently from CX Cloud installations. This feature addresses a gap between CX Cloud and Open CTI and is essential for quality management. With GCBA, the screen recording capabilities send appropriate signalling to authenticate the application and to track the user conversation life.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX Background Assistant (GCBA) overview.
Self-Service and Automation
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows now supports German Switzerland (de-CH).
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: About Genesys Dialog Engine Bot Flows, About Genesys Digital Bot Flows, and Genesys Cloud CX supported languages.
Architect supported languages user interface enhancements
Genesys improved the Architect Supported Languages user interface, including a refreshed view, Language button, table and validation updates, and a more intuitive process. These improvements enable flow authors to easily navigate, improve consistency throughout the interface, and ensures a more user-friendly flow authoring experience. This feature does not affect existing functionality.
Licensing: All licenses include this feature.
Further Information: Choose supported languages, and Add a support language to a flow.
Collapsible card interface in Architect actions
Genesys introduced collapsible cards for the listed Architect actions. This improvement creates a clear visual hierarchy and enhanced section differentiation. The flexibility to collapse and expand cards allows users to quickly find key information and important elements and then adjust configuration as needed. This feature helps flow authors improve overall usability and efficiency. Previously, cards appeared as nested accordions.
Licensing: All licenses include this feature.
Further Information: Task and state editor actions.
Select multiple segments in knowledge article variations
Knowledge authors can now select more than one segment per article variation. This feature reduces the potential for increased knowledge base article volume and prevents unnecessary impact on knowledge base upper limits. Previously, to add another segment, knowledge authors duplicated articles with the same variation.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Further Information: Article touchpoint and segment overview, and Add a touchpoint or segment for a knowledge base article.
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Genesys Knowledge workbench and knowledge portal are now available for Hindi India (hi-IN), Hungarian Hungary (hu-HU), Thai Thailand (th-TH), Ukrainian Ukraine (uk-UA), and Vietnamese Vietnam (vi-VN) dialects.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: About the knowledge workbench V2, About the knowledge portal, and Genesys Cloud CX supported languages.
Introducing Architect Replay Mode
Administrators and flow authors can now use Replay Mode in Architect to replay and troubleshoot historical flows of all types. Replay Mode allows users to navigate the past executions of a flow to observe user behaviour or inspect specific aspects of flow execution, such as actions, errors, or events. This feature leverages historical execution data and enables users to perform basic to advanced debugging based on four execution data levels. This enhancement helps flow authors more effectively and efficiently troubleshoot and debug all flow types.
Licensing: All licenses include this feature.
Further Information: Use replay mode to troubleshoot an Architect flow, Flow execution history, and Historical execution data overview.
Advanced Architect execution data capabilities for all flows
Flow authors can now use advanced execution data capabilities for all Architect flow types. This enhancement provides greater control over historical execution data to better understand customer journeys, improve troubleshooting of flows, and facilitate informed decisions. Flow authors can enable execution data storage and then select from four different data levels:
- Base: Understand high-level user journeys through actions and navigated menus, errors, and events.
- Notes: Troubleshoot flows using variable values and includes the base level.
- Verbose Notes: Access conversation content with communication values and includes the notes level.
- All: Troubleshoot flows using action input and output values and includes the verbose notes level.
Historical execution data counts toward an organisation’s data storage limit under the Genesys Cloud CX fair use policy. Data storage is disabled by default; to track execution data, organisations must enable execution data storage and republish their flows. Administrators and developers can access historical flow execution data via the Genesys Cloud CX Platform API, Architect Replay Mode, Architect Flow Insights, and the Genesys Cloud CX notifications service.
Licensing: All licenses include this feature.
Further Information: Historical flow execution data overview, Flows Instances APIs in the Developer Centre, and Use replay mode to troubleshoot an Architect flow.
Workforce Engagement
Improved native voice transcription accuracy for Dutch
Genesys Cloud CX improved native voice transcription accuracy for Dutch dialects (nl-NL).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: About voice transcription, and Genesys Cloud CX supported languages.
Manage time-off details in the workforce management Time-off Limits view
Administrators can now directly enter and update the details in the Hours field of the workforce management Time-off Limits view. This new feature makes it easier and more efficient to manage time-off requests and allocations. Previously, administrators had to complete a process that potentially involved multiple steps or separate requests to update their hours. Now, with direct access to the Hours field, the process is simplified and more intuitive. In addition, administrators can now view, filter, and sort the Day and Available Time-Off Hours columns. This enhancement provides a clearer and more organized view of the available time-off limits for each day, which allows for better planning and management of time-off requests.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Navigate the time-off limits page, and Set the time-off limit for one or more dates.
Trade alternative shifts for enhanced workforce management shift management
Administrators and contact centre supervisors can now allow agents to request to trade with the system when they require a short-notice shift change or when other shift trades are unavailable. This feature provides a reliable alternative to manage unexpected scheduling conflicts and offers agents a flexible option to address their immediate needs. Previously, agents relied on shift trades with a colleague. Workforce management evaluates daily the shift combinations generated during schedule generation and then identifies potential trade opportunities based on the updated forecast, staffing requirements, schedule changes, and service goal impacts. This continuous evaluation ensures optimised shift trades for both employee satisfaction and operational efficiency, within the limits configured by the Administrator. Administrators can enable this feature within business unit configuration via the new Alternative shifts tab.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Agent activity overview, Add a business unit, and Shift trades overview.
Improved navigation between published schedules in the workforce management schedule editor
Administrators can now quickly navigate to the previous or next published schedule via new toolbar buttons in the workforce management schedule editor. This feature allows faster access to shifts in those schedules. If a schedule is older than the ones in the quick list, within -26 to +26 weeks from today, the Next Published Schedule button navigates to the earliest start date in the quick list. Previously, schedulers had to return to the module grid to find the next or previous schedule. This new feature simplifies the process, making it easier to manage schedules continuously without interruption. The navigation improves efficiency for workforce management schedulers and helps them adjust recurring activities, export activities for external processes, and determine agent schedules across schedule boundaries.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Navigate the schedule editor.
Genesys Cloud CX Workforce Management work plan bidding
Supervisors can now create new work plan bids to allow agents to bid for their preferred work plans. Agents can set their preferences among the available work plans, which then automatically allocates, based on bid settings and user rankings. With this new feature, administrators gain the ability to override the system’s allocations. They can manually modify the assignments before they publish the results, which ensures that the work plans meet all organisational needs and preferences. This flexibility allows for better alignment of work schedules and agent availability, leading to improved operational efficiency and agent satisfaction.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: About workforce management, Work plans bid overview, and Add a new work plan bid.
Real time update of gamification scores
Administrators can now see immediate updates to gamification scores and agent scorecards. Previously, Genesys Cloud CX updated external metrics for gamification scores and agent scorecards nightly, up to seven days in the past. With this new feature, changes to external metrics for past days are now immediately reflected in gamification scores and agent scorecards. This improvement provides an accurate and timely reflection of performance metrics, which allows administrators and agents to respond to changes more quickly and effectively.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Test external gamification metrics, and Configure external metrics for performance scorecards.
Deprecations and Announcements
Deprecation: Legacy alerting system
On July 1, 2024 Genesys will remove the legacy alerting system. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system.
Licensing: All licenses include this feature.
Further Information: Deprecation: Legacy alerting system.
Deprecation: Mobile Messenger SDK for React Native apps
On July 8, 2024, Genesys will end support for the Mobile Messenger SDK wrapper for React Native applications and will remove access to all React Native repositories.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Deprecation: Mobile Messenger SDK for React Native apps, and Feature deprecations and announcements.
Deprecation: Supervisor for iPad app
On October 14, 2024, Genesys will discontinue support of the Genesys Cloud CX Supervisor app for iPad. Genesys also recommends that organisations download the new Insights mobile app to better monitor and optimise team performance in real time.
Further Information: Deprecation: Genesys Cloud CX Supervisor app for iPad.
Deprecation: Predictive Engagement support for ACD Web Chat 2.0
On July 6, 2025, Genesys will discontinue support for the previous ACD web chat version 2, available through chat widget versions 1.1 and 2.0. Predictive Engagement will also no longer support these earlier versions.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Deprecation: Predictive Engagement support for ACD web chat (version 2).
2024 Genesys CIDR expansion and firewall requirements notification
On October 28, 2024 Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud CX public-facing media services. 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.
Licensing: All licenses include this feature.
Further Information: 2024 Genesys CIDR Expansion – Commercial.
