Genesys Cloud September 2024 Release Highlights

In September 2024, Genesys introduced 43 new features and functionality enhancements to its cloud platform. Here are the key updates:

Important Announcement – 2024 Genesys CIDR expansion and firewall requirements

During the week of October 28, 2024, Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud 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.

The full information bulletin can be found here: https://help.mypurecloud.com/articles/2024-genesys-cidr-expansion-commercial/

 VDS Featured Release

• Customer-first callback option (September 30)

• • Customer-first callback for queues can now be configured in Genesys Cloud. This will enable the platform to place a call to the customer first before connecting the interaction to an agent. This new feature is available for all license types.

Release highlights for all license types

• Enhanced responsive layout and widget scaling for dashboards (September 23)

• • Enhanced responsive layout offers constant access to key performance insights, regardless of screen size, without compromising the user experience. Additionally, charts now offer an improved color contrast, making dashboards more user-friendly.
• Real time data update indicators in analytics view (September 16)
  • This enhancement provides a live indicator or a last updated time stamp to help supervisors determine when dashboard data refreshes.
• Screen recording playback UI modernization (September 2)
  • Genesys improved the Screen Recording Playback with a more modern user interface, including modernized icons and updated spacing to avoid clutter and overlapping components.
  • Dashboard Owners page (September 2)
    • Administrators and supervisors can access dashboards owned by any user in the organization directly from the Dashboard Owners page, offering more efficient dashboard administration.

Release highlights requiring a Genesys Cloud 2, Cloud 3, or Digital add-on licensing

• Messenger session persistence (September 9)

• • This update allows conversations and the ability to track customer journeys to continue as customers move between different sub-domains.Park email interactions (September 2)
    • This feature enables agents to temporarily set aside an email without impacting their availability for other interactions.

Release highlights requiring Genesys Cloud 3 or WEM add-on licensing

• View acoustic data in topic trends, and agent, queue, flow topic views (September 16)

• • Supervisors can access and filter acoustic metrics, including talk time, silence, overtalk, and hold music within these views to identify patterns and improves the analysis of communication dynamics.

For a comprehensive list of all August updates, please refer to the Genesys Cloud September Release Notes. If you have any questions or need further information, don’t hesitate to reach out.