Genesys Cloud - Próximas funciones

2024 Notificación de ampliación de CIDR y requisitos de cortafuegos de Genesys

Genesys anunció previamente que, durante la semana del 7 de diciembre de 2024, Genesys migraría un bloque /18 CIDR adicional de direcciones IP utilizadas para los servicios multimedia de cara al público de Genesys Cloud. Genesys aplazó esa fecha hasta el 5 de abril de 2025. Estas direcciones completan las regiones existentes y cubren el crecimiento de las regiones futuras. El nuevo rango IP es 136.245.64.0/18. Además, Genesys ampliará el rango de puertos RTP y moverá las direcciones IP de Force TURN al nuevo bloque CIDR de Genesys.

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.

Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Administrators can now enable or disable the on-screen drawing feature in co-browse sessions to align with privacy and compliance requirements. This update provides more granular control over session features. On-screen drawings in co-browse sessions serve as a form of communication, but since these sessions are not recorded, drawings are not retained after the interaction. For organizations with strict compliance policies, the ability to disable this feature helps ensure that untraceable visual annotations do not create regulatory concerns.

Non-default content profile support for SMS

Administrators can now configure the SMS channel to use a non-default content profile, which allows for additional file types to be shared in inbound and outbound SMS conversations. Previously, the SMS channel used the organization’s default content profile. With this update, the SMS channel now uses supported content profiles, giving administrators more control over the types of files that can be sent and received. Users and agents can continue to attach files to MMS as they do today, but with expanded file support beyond .jpg, .png, and .gif. This update provides greater flexibility in SMS-based communication, helping ensure that more file types can be shared based on organizational needs. The SMS channel continues to use the system default content profile unless an administrator updates it.

Insert a new event between two existing events in Journey Management

Journey management administrators can now insert a new event between two existing events in a journey. The canvas automatically adjusts the positioning of other events to fit the new event. This enhancement helps users add extra context to journeys without removing or rearranging existing events manually. Previously, users needed to delete and reposition events to add a new event in between events. Now, users can drag an event from the event list and place it between two existing events. This feature provides greater flexibility when building complex journeys or refining journey templates.

Enable real-time queue and agent monitoring with customizable notifications on Android

Supervisors can now use the new Insights app for Android to monitor queues and agents in real time, even while away from their desks. They can also set and receive customizable alerts directly on their mobile devices. This enhancement helps supervisors stay informed and respond quickly to changing contact center conditions, improving overall efficiency.

Improved Agent Copilot summarization for English and Spanish dialects

Genesys Cloud improved Agent Copilot summarization of interactions for English Australia (en-AU), English Great Britain (en-GB), English United States (en-US), Spanish Spain (es-ES) and Spanish United States (es-US) dialects.

Additional screen pop options in CX Cloud from Genesys and Salesforce

Administrators can now set up Salesforce objects to appear as additional subtabs alongside the voice call record page in CX Cloud from Genesys and Salesforce. This update provides more flexibility in customizing the agent workspace by allowing relevant information to be displayed dynamically based on the interaction. Previously, CX Cloud supported only the voice call record page when an interaction was delivered to an agent. Administrators can now define additional screen pops in Genesys Architect using specific attributes and commands, such as the GC_SCREEN_POP custom attribute, which allows them to screen pop a specific Salesforce page for inbound calls and callbacks. The screen pop can be a Salesforce page, a Visualforce page, or a new record page with pre-populated data from an Architect workflow. This feature improves efficiency by ensuring that agents have immediate access to key Salesforce records, reduces the need for manual navigation, and enhances workflow continuity.

Purchase Speech and Text Analytics as a standalone product

Genesys Cloud now offers Speech and Text Analytics (STA) capabilities as an add-on for Organizations using Genesys Cloud CX 1 or CX 2 can now access Speech and Text Analytics (STA) capabilities such as voice transcription, sentiment analysis, and topic spotting, without purchasing the full Workforce Engagement Management (WEM) Add-On. This new standalone STA offering provides greater flexibility for customers who only need speech and text analytics features. Customers can add STA to their subscription by purchasing the Genesys Cloud AI Experience Token Bundle. Organizations using both WEM and STA will continue to be billed for the WEM Add-On, as WEM includes STA. In a single organization, all users must be on either the STA Add-On or the WEM Add-On, not a mix of both.

Turn customer sentiment analysis on or off

Administrators can now enable or disable customer sentiment analysis based on their organization’s preferences and regulatory requirements. This setting applies to new interactions after an administrator configures the setting. When disabled, customer sentiment analysis does not remove previously configured sentiment feedback phrases; however, it prevents that feedback from being used in analysis going forward. This update helps organizations comply with recent EU regulations on Emotion AI while maintaining flexibility in speech and text analytics settings, and also aligns with the existing ability to toggle agent empathy analysis to provide administrators with consistent experiences with their analytics configuration.

Permisos de división y API para contactos externos

Administrators can now view new division-aware external contacts permissions and developers can see the division ID field in select contacts APIs. This update precedes division-aware functionality by making available new permissions and APIs. Developers can also use the updated APIs to observe division IDs in response data. These updates help organizations plan for scenarios where access to external contacts can be segmented by division, such as separating customer data by brand, business unit, or other groupings.

Increase screen recording duration for after-call work

Administrators can now extend the screen recording duration during after-call work (ACW) to up to 60 minutes, an increase from the previous 15-minute limit. This change helps ensure that agents who need more time to complete post-call tasks can still be recorded for quality and compliance monitoring. The longer duration aligns with the previously increased ACW timeout, providing a more consistent experience for contact centers that require longer ACW periods.

Set scheduling constraints for calendar months

Administrators and schedulers can now define scheduling constraints across calendar months to help balance agents’ paid hours and the number of weekends worked. This update allows administrators to set minimum and maximum limits for specific work plan shifts and restrict the number of worked weekends within a planning period. When Genesys Cloud generates schedules, the process automatically suggests the number of weeks needed to cover the full month or the remaining part of the month. This behavior helps to ensure that work plan constraints are optimized and balanced. This feature is especially beneficial in regions where labor laws require workforce management on a monthly basis, including rules for overtime, night shifts, and weekend work.