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 April 5, 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 week of December 7, 2024, Genesys would migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services.
Genesys postponed that date to April 5, 2025. 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.
Important
The opt-in/opt-out period for this feature ends on March 31, 2025. As of this date, all agents will use only the new multiple contextual panel experience. 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 a customer conversation with full context visible at a glance.
Administrators can now use the Genesys Cloud for X (formerly Twitter) Direct Messaging as a native messaging channel in Genesys Cloud. This integration allows agents to respond privately to customer messages sent to an organization’s X business account, supporting both direct conversations and public posts that transition into private conversations. With this update, Genesys Cloud provides built-in support, simplifying setup and management while keeping customer interactions within the platform’s native messaging framework.
Genesys introduces Genesys Cloud Social, which enables administrators to organize and route both public and private social media messages from customers on X and Facebook. This feature allows administrators to set up social escalation rules to direct these interactions to agents, and then agents can view and respond to these messages. Also, supervisors and managers can access listening analytics in the Social Listening Performance view, review individual posts in the Social Listening Post view, and can analyze conversational data across multiple performance views. This feature helps improve social media management, making it easier to track, route, and respond to customer communications across X and Facebook.
Where
Admin > Message > Social Listening
Admin > Message > Social Escalation Rules
Performance > Workspace > Social > Social Listening Performance
Performance > Workspace > Social > Social Listening Posts
Performance > Workspace > Contact Center > Interactions
Performance > Workspace > My Performance > My Interactions
Performance > Workspace > Contact Center > Skills Performance
Performance > Workspace > Contact Center > Agent Performance
Performance > Workspace > Contact Center > Agent Performance, click agent name
Performance > Workspace > Contact Center > Queue Performance
Performance > Workspace > Contact Center > Queue Performance, click queue name
Performance > Workspace > Digital > Message Agent Performance
Performance > Workspace > Digital > Message Agent Performance, click agent name
Performance > Workspace > Digital > Message Queue Performance
Performance > Workspace > Digital > Message Queue Performance, click queue name
Performance > Workspace > Contact Center > Agent Performance, click agent name, and then Interactions tab
Performance > Workspace > Contact Center > Queue Performance, click queue name, and then Interactions tab
Performance > Workspace > Contact Center > Campaign Performance, click campaign name, and then Interactions tab
Performance > Workspace > Contact Center > Agent Performance, click agent name, and then Queues tab
Performance > Workspace > Contact Center > Queue Performance, click queue name, and then Agents tab
Administrators can now use an OR operator, in addition to the existing AND operator, when they query workitems in the Work Automation List view. Within a single worktype grouping, conditions can be connected via either AND or OR. This enhancement makes it easier to find workitems based on broad or specific criteria, such as tags, skills, service level agreements (SLAs), or custom attributes. For example, case managers can now quickly answer questions like:
How many cases have a specific skill?
How many cases are tagged within a particular region?
How many cases meet multiple criteria across different case types?
By default, conditions within a group use the OR operator to help supervisors, business administrators, and case managers refine their searches more effectively.
Administrators can now enable ACD voicemail transcription in the organization's settings, which allows agents to read voicemail transcripts directly within the platform. This feature helps agents quickly understand the reason for a call and gather relevant information before returning it.
On April 15, 2025, Genesys will no longer support certain Google European voices in Genesys Enhanced Text-to-Speech (TTS) integrations. Google is deprecating these European text-to-speech (TTS) voices. Genesys Cloud recommends that customers who use these TTS voices switch to alternative TTS voices in their Architect flows.
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.