Genesys Cloud FedRAMP region - Próximas funciones

Paneles multicontexto

Los administradores de los centros de llamadas pueden utilizar paneles multicontextuales para mejorar la eficacia de los agentes reduciendo el número de clics. Esta función permite a los agentes mostrar varios paneles contextuales simultáneamente para centrarse de forma más eficaz en la conversación con el cliente con todo el contexto visible de un vistazo.

Audit SAML authentications

SAML authentication attempts are now recorded in audit logs to help with troubleshooting and security analysis. Previously audit logs only recorded authentication attempts for native Genesys Cloud login attempts. This change ensures logging consistency for both native and SAML authentications. As in the case of native authentications, SAML authentication failures can be viewed via Audit Viewer, which uses the Real Time API, whereas successful SAML authentications can be viewed through the API interface (which is configured for Async API). The Action Catalog in the Developer Center has been updated to include the associated entity and action details. No additional action is required to obtain these events.

Activar o desactivar el enrutamiento del último agente para conversaciones digitales

Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can choose to route conversations only if the last agent is a member of the conversation queue or allow routing even if the agent is not a member of the queue. Previously, LAR was always enabled by default. With this update, administrators gain greater control over routing behavior. Routing conversations to the last agent who handled them helps maintain context and ensures a more seamless customer experience.

Increased SSO integrations allowance per identity provider

Administrators can now configure up to 30 single sign-on (SSO) integrations for a single Identity Provider (IdP) or a mix of different IdPs, providing greater flexibility for organizations with multiple business units or regions that require separate single sign-on configurations. This enhancement includes the ability to sign authentication requests for added security and a reorganized single sign-on configuration UI for easier setup. Also, administrators can customize the login screen to display a custom name, logo, or both.

Messenger individual application provisioning and configuration redesign

Administrators can now provision individual Messenger applications (including Messaging, Co-browse, Knowledge, and Journey Tracking) with greater granularity. The redesigned Messenger configuration follows a modular approach, allowing administrators to selectively deploy only the Messenger applications needed for their website. This feature provides more control, simplifies management, and improves flexibility when configuring customer engagement tools.

Presentación de Genesys Cloud Social

Genesys presenta Genesys Cloud Social, que permite a los administradores organizar y enrutar los mensajes públicos y privados de las redes sociales de los clientes en X y Facebook. Esta función permite a los administradores establecer reglas de escalado social para dirigir estas interacciones a los agentes, y luego los agentes pueden ver y responder a estos mensajes. Además, los supervisores y gerentes pueden acceder a los análisis de escucha en la vista de rendimiento de Social Listening, revisar las publicaciones individuales en la vista de publicaciones de Social Listening y analizar los datos conversacionales en varias vistas de rendimiento. Esta función ayuda a mejorar la gestión de las redes sociales, lo que facilita el seguimiento, el enrutamiento y la respuesta a las comunicaciones de los clientes a través de X y Facebook.

Genesys Cloud open messaging supports custom social network connectors

Ahora los administradores pueden permitir a los usuarios crear conectores personalizados para redes sociales. Estos conectores dirigen los mensajes a la plataforma de mensajería abierta, lo que permite a los usuarios gestionar los mensajes sociales y enviarlos a la canalización social adecuada. 

Soporte de Genesys Cloud Social para Instagram

Genesys Cloud Social es ahora compatible con Instagram, lo que permite a los administradores organizar y enrutar los mensajes públicos y privados de Instagram. Esta función garantiza una interacción coherente con el cliente en todas las plataformas sociales compatibles: Instagram, Facebook y X (antes Twitter). Mediante reglas de escalado social, los administradores pueden dirigir las interacciones de Instagram a los agentes, que responden dentro de la misma interfaz unificada utilizada para otros canales. Los supervisores y gerentes obtienen visibilidad de la actividad de Instagram a través del rendimiento actualizado de la escucha social y las visualizaciones de las publicaciones. Estas métricas se integran perfectamente con los análisis de Facebook y X, ofreciendo una visión consolidada de la participación en las redes sociales.

WhatsApp’s per message pricing update

Genesys Cloud now supports WhatsApp’s new per-message pricing model. This change, driven by Meta’s global pricing update, aims to align WhatsApp pricing with industry standards and promote higher-quality, context-relevant communications.

Call forwarding enhancements with group search functionality

Genesys Cloud users can now use group search functionality in the Forward Calls UI to search for and select specific groups when they forward calls. Search results display groups along with their associated phone numbers. When a user selects a group, the system automatically maps it to the correct phone numbers on the backend. This feature helps direct calls to the right audience quickly and efficiently.

Policy-based station-side call recording

Administrators can now capture policy-based recordings directly at the user’s station that handles the call. With station-side call recording, administrators can enable recordings on specific users’ phones. This feature improves the capture of internal calls according to company policies, such as conversations between employees or calls to internal support teams, providing broader coverage for compliance and quality needs.

Evaluation data access via consolidated reporting views

Administrators can now access evaluation data through consolidated reporting views, and Genesys Cloud will retire the Performance > Overview (Evaluations) page. Administrators can access the evaluation and calibration data previously available on that page through other reporting views within the platform. This change helps reduce duplication and keeps evaluation and calibration workflows consistent with other analytics and reporting tools in Genesys Cloud. When users submit calibrations, dispute evaluations, or review evaluation data, Genesys Cloud directs them to the relevant interaction or reporting view and displays the appropriate results. These updates help evaluators and administrators easily track pending and completed evaluations, completed calibrations, and evaluation activity by agent or evaluator (all within familiar, consolidated reporting areas). This feature also helps ensure that reporting tools use consistent and future-ready analytics APIs. Additionally, the new My Assigned Evaluations view enables evaluators to easily manage their assigned evaluations, prioritize tasks, and track completion status over time.

Extended workforce management time-off submission window and management unit fixed date settings

Agents can now submit time-off requests up to 731 days (two years) in advance, supporting long-term planning and time-off bidding processes. This update also introduces a Fixed Date option in Management Unit settings, allowing organizations to set a specific cut-off date for accepting time-off requests. These enhancements provide greater flexibility, improve operational planning, and give organizations more control over time-off management.

Planificación de la capacidad de gestión del personal

Los planificadores pueden ahora crear planes de capacidad a largo plazo para proyectar las necesidades de personal de cada grupo de planificación con hasta dos años de antelación. Esta función permite a los centros de contacto identificar posibles excesos y carencias de personal, alinear las estrategias de contratación con la demanda prevista y mejorar la planificación de la plantilla a largo plazo y el establecimiento de objetivos.

Deprecation: Removal of Webhooks integration for chat notification

On July 7, 2025, Genesys Cloud ended chat-based webhook integrations support for the following third-party systems:

• Bitbucket
• GitHub
• Jenkins
• JIRA
• PageDuty
• Rastreador pivotal
• StatusPage
• Trello
• UserVoice
• Zendesk

Administrators cannot install new instances of these integrations, existing instances of these integrations no longer work after the effective date, and Genesys will eventually remove these integrations from your organization. While this deprecation announcement does not currently impact the generic webhook integration, its deprecation is anticipated in the future. Customers must migrate from using webhooks integration for chat notification to Webhooks for Events integration in Genesys Cloud and send chat notifications using workflows.