Genesys Cloud - Próximas funciones
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until June 9, 2025. The feature descriptions in the June 9, 2025 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud 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.
Mobile Messenger SDK content profile support
Mobile Messenger users can now exchange files with agents based on configured content profile settings. This enhancement enables tailored file-sharing capabilities, increasing flexibility and improving the overall in-app messaging experience for both users and agents.
Time-based conditions in call rule sets
Administrators can now use time-based conditions when they create call rule sets, giving them greater control over when rules are triggered. This enhancement improves automation and supports compliance with time-sensitive regulations. With this update, administrators can now define rules based on specific times and time zones.
Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance
The Mobile Messenger SDK now includes key accessibility enhancements that help meet WCAG 2.1 AA standards. These updates include enhanced screen reader support, improved color contrast, increased tap target sizes, and scalable text for improved readability. These changes help make the SDK more usable for people with visual, motor, or cognitive disabilities, supporting broader inclusivity and accessibility compliance efforts.
Program and Detected Category filters and columns in Content Search view
Analysts can now filter interactions by Program and Detected Category in the Content Search view. This feature also allows analysts to add Program and Category columns to the results, enabling them to see relevant information for each interaction at a glance. After adding these columns, analysts can analyze and share interaction data more easily based on program and category insights.
Genesys Agent Copilot and Genesys Virtual Agent Turkish language support
Agent Copilot and Genesys Virtual Agent is now available for Turkish Turkey (tr-TR).
Script selection from in the Workitem Panel in Panel Manager
Agents can now select a Script directly from the Workitem panel within the Panel Manager.
CX Cloud from Genesys and Salesforce integration non-WebRTC phone support
Agents can now select non-WebRTC phones; for example, remote phones, or SIP desk phones, within the Genesys Cloud CX Utility embedded in Salesforce Service Cloud. Administrators can configure available phone types in Genesys Cloud and assign them to agents. Agents can then choose their preferred device directly from the Salesforce Service Cloud console.
Improved Genesys Cloud Background Assistant (GCBA) Installer
The GCBA installer now displays user prompts in the local language and features an enhanced proxy configuration interface that improves input validation.
Deprecación: ACD Web Chat 2.0 (API Rest)
Genesys will end support for the legacy ACD web chat version 2, currently accessible through the chat widget versions 1.1 and 2.0. They will be removed at a later date. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger to avoid service disruptions.
Depreciación: Aprovisionamiento de tokens de la Experiencia AI de Agent Assist
Genesys discontinued support for Agent Assist provisioning via Genesys Cloud AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organizations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud AI Experience tokens.
Deprecación: Predictive Engagement compatible con ACD Web Chat 2.0
Genesys will discontinue support for ACD web chat version 2, available through chat widget versions 1.1 and 2.0. Also, Predictive Engagement will no longer support these earlier versions. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger to avoid service disruptions.
