Genesys Cloud - Próximas funciones

Paneles multicontexto

Esta función permite a los agentes mostrar varios paneles contextuales simultáneamente para centrarse de forma más eficaz en las conversaciones con los clientes con todo el contexto visible de un vistazo.

Configurable outbound routes now available for customer first callbacks

Administrators can now configure specific outbound dialing routes for customer first callbacks on a per-queue basis. In the Customer First view, administrators can specify a telephony site or edge group to use when agents place outbound calls for automated Customer First Callbacks on a per-queue basis. This new option allows selecting a dialing group directly from the queue settings. This feature helps administrators manage telephony resources more effectively, and support location-based routing when needed. If no dialing group is selected, the system uses the default telephony site and preserves existing behavior.

Mejoras en la accesibilidad de la Knowledge Workbench V2

Genesys Cloud updated the knowledge workbench V2 user interface to improve accessibility and the customer experience. These enhancements include improved color schemes, adjusted contrast for buttons and other UI elements, and extended keyboard navigation for better focus and target size. The changes do not impact existing functionality.

Introducing Virtual Agent performance dashboard

The Virtual Agent performance dashboard gives administrators and analysts a comprehensive view of Virtual Agent performance and feature usage. This view helps teams quickly identify and address performance discrepancies, make informed decisions, improve efficiency, and evaluate the return on investment of their Virtual Agent.

New metrics for Architect voice bot and digital bot flows in the Optimization dashboard

Flow authors can now view two more metrics (Contained and Transferred), in the Optimization dashboard. The Contained tile shows the number of interactions fully handled within the bot. Metrics related to Transfer to ACD now appear in the new Transferred tile, providing clearer insight into bot handoffs.

Enhanced AI-powered slots for virtual agents

Flow authors can now set minimum and maximum lengths for alphanumeric and numeric slot types, enabling bots to capture input with greater flexibility. AI-powered slots also now support special characters such as slashes and dashes, provide customizable continuation prompts, and improve slot value correction. These updates help make virtual agent conversations more natural and adaptable. Also, the test widget in Architect bot and digital bot flows now supports multi-turn conversations and partial slot collection, making it easier to test and refine AI-powered slot behavior.

Unlimited archived recording restorations

Supervisors and quality managers can now restore archived recordings without the limitations previously imposed by Genesys Cloud. This update removes all restrictions on restoration, enabling full-scale access in a single step. Removing the limit for restoration improves usability and eliminates the need for repeated requests or manual workarounds, streamlining workflows and increasing operational efficiency.

Deprecation: Update a user's presence without permission restrictions

On July 20, 2025, Genesys will deprecate the ability to update another user's presence in an undocumented manner. To improve security and ensure continued functionality, administrators must add the *Presence* > *User Presence* > *Edit* permission to any roles for users who update other users' presence via the API. This deprecation affects the following endpoints: PATCH /api/v2/users/{userId}/presences/purecloud PATCH /api/v2/users/{userId}/presences/{sourceId}  Developers and administrators can use the PATCH API without the new permission until July 20, 2025. As of April 21, 2025, administrators can grant the new permission to appropriate roles.

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

On November 17, 2025, Genesys Cloud will deprecate the following components in the External Contacts API:

• The current merge endpoint: POST /api/v2/externalcontacts/merge/contacts
• The mergeOperation in the contact object

These components will be replaced by:

• A new merge endpoint: POST /api/v2/externalcontacts/contacts/merge which allows merging up to 25 contacts of any type
• Two new fields: mergedTo, and mergedFrom, which offer more precise and flexible tracking of merged contact records

Customers must review and update their integrations to use the new endpoint and fields to align with the latest functionality in the External Contacts API.