Genesys Cloud - October 14, 2024
La disponibilidad de las funciones puede variar y se basa en factores como, entre otros, la preparación de la región, las licencias del producto y el calendario de lanzamientos de Genesys. Para más información, consulte el calendario de lanzamientos de Genesys Cloud.
2024 Notificación de ampliación de CIDR y requisitos de cortafuegos de Genesys
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
Límites de recursos telefónicos en la interfaz de administración
Administrators can now view telephony resource limits directly in the admin UI. This feature provides visibility into external and phone trunks, sites, phone lines and settings, extension assignments, schedules and schedule groups, call routes, and emergency groups. With this update, telephony administrators can monitor resource usage, helping them analyze current capacities and make informed decisions regarding resource allocation and management.
Dónde:
- Admin > Telephony
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
Asignación automática de zonas horarias para organizaciones europeas
Administrators can now enable the Automatic Time Zone Mapping feature for North American, Canadian, and Caribbean number mapping in outbound campaigns for European deployments, as well as for North American organizations. This feature enables European organizations to automatically map time zones when they dial contacts both within and outside Europe. By aligning European deployments with existing functionality, administrators can better streamline contact management and improve outbound campaign efficiency. To ensure accurate time zone mapping for U.S. numbers, a separate calling list containing only U.S. numbers is required.
Una de las siguientes licencias:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Más información:
Condiciones de las reglas y funciones avanzadas para las reglas de campaña
Administrators can now apply additional rule conditions and advanced features when they configure campaign rule sets. The new conditions include the count of contacts attempted, successful, neutral, or failed business outcomes, right-party contacts, and the percentage of valid campaign attempts. This feature provides administrators with greater flexibility as they define when and how rules trigger within campaigns. Administrators can also group conditions and control action execution more precisely and configure actions based on specific campaign events.
Dónde:
- Admin > Outbound > Rule Management > Campaign Rules
Una de las siguientes licencias:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Más información:
Gestión de reclamaciones de identificadores para contactos externos
Administrators can now view and manage identifier claims more effectively with new iconography in the Profile panel and External Contacts view. The icons indicate whether social, email, and phone identifiers are claimed by a contact, which enables users to view the status of these identifiers at a glance. Administrators can also reassign identifier claims from one contact to another, in the External Contacts view.
Una de las siguientes licencias:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Más información:
Gráficos interactivos para el análisis de trayectos
Administrators can now create and manage up to 10 interactive charts within the Journey Analysis canvas to gain a better understanding of event trends and customer behavior patterns. This feature enables administrators and supervisors to analyze trends over time, track progress, and explore relationships between variables with data that is consistent with existing journey queries.
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
Acceso del supervisor a las métricas del buzón de voz
Administrators can now enable supervisors to access detailed voicemail information for their agents through secure API endpoints. This update provides supervisors with the ability to retrieve voicemail mailbox details and individual voicemail messages, helping to improve tracking and accountability within the organization. With the introduction of two new API endpoints, supervisors can now:
- Retrieve a list of voicemail messages for a specific user using GET /api/v2/voicemail/users/{userId}/messages.
- Access details about a specific user's voicemail mailbox using GET /api/v2/voicemail/users/{userId}/mailbox.
This feature enhances organizational efficiency by allowing supervisors to track key metrics such as Read Voicemail, Deleted Voicemail, and Note Written for Voicemail, along with their time stamps. Also, the support for Client Credentials grants secure API authentication, ensuring that only authorized personnel access voicemail information. Division-aware permissions control access, allowing for tailored oversight based on organizational structure. The feature toggle allows for a controlled rollout and management of this capability.
Alineación de las métricas de rendimiento a nivel de intervalo para las vistas Monitorización intradiaria y Editor de programación.
Administrators can now access interval level performance metrics that consistently align between the Intraday Monitoring and Schedule editor views. This feature standardizes performance projections across both interfaces by displaying uniform dynamic service level data. This feature helps to ensure that administrators have a consistent view of service level predictions, which can improve decision-making and workforce planning accuracy.
Una de las siguientes licencias:
- Complemento WEM II de Genesys Cloud 1
- Complemento Genesys Cloud 2 WEM I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Más información:
Asignar manualmente planes de trabajo con fechas de entrada en vigor futuras
Administrators can now assign employees to work plans with a future effective date using manual assignment. This feature allows administrators to set up work plan changes in advance, making it easier to manage planned transitions like shifts from full time to part-time schedules. The schedule engine automatically applies these updates during future schedule generation, reducing the need for same-day changes and minimizing manual workload.
Dónde:
- Admin > Workforce Management > Work Plan Assignments
Una de las siguientes licencias:
- Complemento WEM II de Genesys Cloud 1
- Complemento Genesys Cloud 2 WEM I
- Genesys Cloud 3
- Genesys Cloud EX
Más información:
- Genesys Cloud habilita funciones para su lanzamiento a partir del lunes y hasta el final del día jueves, por región. Si no ve una función habilitada para su organización al siguiente día hábil, compruebe las suscripciones y los permisos necesarios que se indican en las notas de la versión y la documentación relacionada. Si confirma la suscripción y los permisos y sigue teniendo problemas, póngase en contacto con el servicio de atención al cliente de .
- Algunas funciones pueden requerir un complemento de integración.