Genesys Cloud FedRAMP region - Próximas funciones
This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until June 2, 2025. The feature descriptions in the June 2, 2025 Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.
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.
Paneles multicontexto
En las próximas semanas, la experiencia del panel multi contextual del agente se convertirá en la nueva experiencia del espacio de trabajo de Genesys. Se ha eliminado la necesidad de que un agente opte por recibir el nuevo permiso para la experiencia de panel multicontextual, aunque Genesys dejará disponible la experiencia heredada durante un periodo de tiempo prolongado mientras los administradores extienden los permisos a todos los usuarios. Para más información, consulte Agent UI multiple contextual panels.
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.
Sort by priority in skills-based dialing for Preview campaigns
Genesys Cloud now sorts contact records based on priority for skills-based dialing in Preview campaigns. This feature helps agents receive higher-value records first, regardless of skill group, and applies when dynamic sorting is enabled for the campaign. Contacts are delivered in order of priority across all skill groups, providing a more predictable and efficient dialing flow. This update helps improve campaign performance by prioritizing top contacts first and is especially beneficial for organizations with multi skilled agents and time-sensitive outreach goals.
Group Ring column and filter in Interaction views
Supervisors can now view and filter voice interactions that alert group members via Group Ring in various analytics interaction views, including Agent Interactions Detail, Campaign Interactions Detail, Interactions, Queue Interactions Detail, and My Interactions. This enhancement enables supervisors to identify and save a list of interactions that alert group members with Group Ring alerts.
On Demand log capture for agents
Genesys Cloud now includes a new On Demand log capture, which allows users to send the last five minutes of their console logs to administrators without requiring advance logging enablement. This enhancement reduces agent downtime, speeds up issue diagnosis, and streamlines the troubleshooting process for administrators.
Export agent summary data as PDF or CSV
Supervisors can now use a dedicated print view and .csv export Scorecard Insight details directly from the Agent Summary page in the Insights tab. This new functionality provides a dedicated print view for generating a curated, print-friendly .pdf and an option to download agent performance data as a .csv file.
