Genesys Cloud - October 28, 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:
Requisitos simplificados del cortafuegos del cliente
Genesys Cloud now uses Amazon CloudFront URLs to serve content stored in Amazon S3. Customers have the option to update their firewall allowlist to remove Genesys Cloud *.s3 domain entries that allow *.s3.amazonaws.com, *.s3.{region}.amazonaws.com, and *.s3-{region}.amazonaws.com. Also, Genesys Cloud now only uses two domains for delivering content from Amazon CloudFront. Customers have the option to update their firewall allowlist to replace the Genesys Cloud *.cloudfront.net entry with two domain entries consisting of a region-specific FQDN, and the static domain dhqbrvplips7x.cloudfront.net.
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
Active callback columns for performance views
Administrators and supervisors can now access new Active Callback columns in various performance views, allowing for better tracking and analysis of callback handle times. The new columns include Total Active Callback, Min Active Callback, Max Active Callback, and Avg Active Callback. These metrics are now available directly within the following views:
- Agents Performance Detail
- Agents Performance Summary
- Agents Queues Detail
- My Performance
- Skills Performance
- Queues Agents Detail
- Queues Performance Detail
- Queues Performance Summary
Dónde:
- Rendimiento > Espacio de trabajo > Contact Center > Rendimiento del agente.
- Rendimiento > Espacio de trabajo > Contact Center > Rendimiento del agente, haga clic en el nombre de un agente.
- Performance > Workspace > Contact Center > Agent Performance, click an agent’s name and then Queues tab.
- Rendimiento > Espacio de trabajo > Mi rendimiento > Mi rendimiento.
- Performance > Workspace > Contact Center > Skills Performance.
- Rendimiento > Espacio de trabajo > Contact Center > Rendimiento de la cola.
- Performance > Workspace > Contact Center > Queue Performance, click a queue’s name.
- Performance > Workspace > Contact Center > Queue Performance, click a queue’s name and then Agents tab.
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
Notification API voice transcription number normalcy for Portuguese and Spanish languages
Developers who use the Notification API for voice transcription can now see normalized numbers and digits instead of the digits spelled into words. This feature extends support to Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish Spain (es-ES), and Spanish United States (es-US), in addition to English and English India dialects.
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:
Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
Agent Copilot advanced summarization and wrap-up code prediction support is now available for Dutch Netherlands (nl-NL), French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), Japanese Japan (jp-JP), Portuguese Brazil (pt-BR), Spanish Spain (es-ES), and Spanish United States (es-US).
Una de las siguientes licencias:
- Genesys Cloud 1
- Complemento digital Genesys Cloud 1 II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Más información:
Multi contextual panels
Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
Introducing Genesys Cloud Virtual Agent
Genesys introduces the new Genesys Cloud Virtual Agent, a new self service automation capability that enhances existing Genesys bot functionality. This release includes several large language model (LLM) and generative artificial intelligence (AI)-powered features, enabling administrators to perform such tasks as:
- Quickly bootstrap the organization’s NLU model with lifelike training data by generating natural language understanding (NLU) training utterances based on a simple description.
- Enable the Virtual Agent to generate a summary of an interaction and then transfer the information to live agents.
- Enable the Virtual Agent to generate a summary and wrap-up codes after the Virtual Agent completely contains an interaction.
- Enable the Virtual Agent to highlight the exact snippets of an article that best answers the user's question, especially helpful for larger articles.
Una de las siguientes licencias:
- Genesys Cloud 1
- Complemento digital Genesys Cloud 1 II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Experiencia de Genesys Cloud AI
Más información:
Drag and drop in Architect builders
Administrators can now use a new drag-and-drop functionality to add, arrange, and reorder elements in Architect builders. This feature helps to simplify the process of building custom expressions, provides a clear and intuitive visual hierarchy, reduces flow configuration time, and improves efficiency. Flow authors can reorder cards in one action, either by dragging and dropping them, or via the keyboard.
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
Content based search for knowledge articles
Knowledge authors can now enable article content search to ensure that the knowledge search service looks for relevant results within the body of the knowledge article, in addition to titles and phrases. For existing knowledge bases, knowledge authors must export and then import the knowledge base and enable content search during the import process. This feature benefits organizations that use longer articles or third-party articles from a knowledge connector and improves search accuracy.
Dónde:
- Admin > Conocimiento > Artículos
Una de las siguientes licencias:
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3 Digital
- Experiencia de Genesys Cloud AI
Más información:
Workforce management read-only continuous forecasting
Administrators can now access the new workforce management Continuous Forecast values from the Main Forecast, which automatically generates a fresh forecast every night using the Genesys Cloud AI Automatic Best Method. This forecast appears directly in the redesigned forecasting view, which makes it easier to track and review updates in real-time. The feature benefits forecasters by continuously updating data to help improve forecast accuracy and providing more timely insights for better decision-making. This release is read-only. Continuous forecasting and the main forecast features are long-term vision for forecasting in Genesys Cloud and will be built upon in future releases. Scheduling and modifications will be supported in the future.
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:
Configurable time-to-live (TTL) for auto-generated recording URLs
Administrators can now configure the time-to-live (TTL) duration of up to 60 minutes for auto-generated URLs of recording files. When a user retrieves a recording such as during playback in the Interaction Details view or through a batch download request, Genesys Cloud generates an accessible URL that is valid for the configured TTL time. This duration is set to 60 minutes by default; however, administrators previously could not adjust the setting. This feature enables administrators to adjust the TTL to a timeframe that better aligns their data security practices to the organization's specific requirements.
Una de las siguientes licencias:
- Genesys Cloud 1
- Complemento digital Genesys Cloud 1 II
- Complemento WEM II de Genesys Cloud 1
- Genesys Cloud 2
- Complemento Genesys Cloud 2 WEM I
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Experiencia de Genesys Cloud AI
- 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.
