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:
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.
Genesys Cloud now supports the automatic assignment of an employee role to reactivated users, which ensures that reactivated users can log in immediately without requiring manual role assignment. This feature improves consistency between the experience of creating users and reactivating existing ones, helps reduce administrative overhead, and supports a smoother user management process. Reactivated users receive the employee role, even if they are reactivated without group inheritance.
Feature postponed: May 12, 2025 Feature reenabled: June 26, 2025
The Genesys Cloud email administration interface now features a new design. This design improves the flow, style, and grouping of configuration options, and results in a more intuitive and user-friendly experience. The enhancements do not affect existing functionality.
Administrators can now set retry options for customer first callbacks that are not successful on the first attempt. With retry configuration, administrators can define how many times the system should retry the callback and how long to wait between each attempt, directly at the queue level. This configuration helps improve the chances of reaching customers by automatically trying again after common issues like no answer, or a busy signal. While retries are not supported for answering machine detection, administrators can still manage these using existing options like Transfer to Flow in the queue settings. Adding automatic retry capabilities reduces manual intervention and helps improve callback success rates, giving businesses a better chance to connect with customers without requiring agent involvement after each unsuccessful attempt.
Agent Copilot now allocates Extended Voice Transcription minutes (EVTS) for the following support languages.
Dutch
French
German
Hindi
Italian
Japanese
Korean
Portuguese
Swedish
This feature allows customers to use Agent Copilot’s AI-driven features, such as knowledge suggestions, summarization, and natural language understanding (NLU), without incurring additional transcription costs. Agent Copilot customers who use EVTS now receive 1,500 minutes per agent, helping to ensure high-quality transcription that improves AI accuracy.
Administrators can now allow users to search the content of a select set of non-English language knowledge articles in Genesys Cloud, rather than only the title of the article. Content searches are case-insensitive where applicable and improve the search experience across multiple languages. For a list of supported languages, see Knowledge base content search overview. This enhancement makes it easier for knowledge authors to manage multilingual content and helps ensure that users can find relevant articles more efficiently.
Flow authors can now use a context-aware help panel directly within Architect. This new help panel provides immediate, relevant assistance without needing to leave the workspace. It consolidates help resources (including expression help) into a single location, making it easier to find the information you need while staying focused on your tasks. The context-aware panel helps to improve efficiency by keeping helpful guidance readily available and aligned with your current activity. The panel also improves the overall in-product help experience by following consistent layouts and patterns used across the Genesys Cloud platform. This feature consolidates all help resources, including expression help, into a single, unified location within Architect.
Where
Admin > Architect > Help icon in the top navigation bar
Supervisors can now select a specific audio recording to synchronize with screen recording during playback. This feature is especially useful when multiple audio recordings exist for an interaction. Previously, supervisors could play back screen recordings but did not have control over which audio recording synchronized with the video. Now, they can choose a specific audio recording (whether a trunk-side or station-side recording), to play alongside the screen activity. This feature helps improve the evaluation experience by ensuring the correct audio is reviewed in context with the corresponding screen actions.
Genesys began deprecation of the /api/v2/analytics/conversations/transcripts/query endpoint to improve platform efficiency. On June 5, 2025, Genesys will remove the /api/v2/analytics/conversations/transcripts/query endpoint.
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.