Próximamente características
Esta vista previa enumera las funciones programadas para el próximo lanzamiento de Genesys Cloud. The features will not be live in Genesys Cloud until June 7, 2023. The feature descriptions in the June 7 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center.
Para obtener información sobre los próximos lanzamientos de funciones de Genesys Cloud, consulte Anuncios de lanzamientos futuros.
Colaborar
Support for MDM browser authentication for Collaborate for iOS
Collaborate for iOS now supports additional mobile device management browser authentication options for customers who have MDM requirements. Esta función no tiene restricciones por parte del usuario o del usuario requerido para acceder.
Centro de contacto
Workforce management time-off requests user interface improvements
Genesys Cloud improved the workforce management time-off requests view. These improvements ensure better visual alignment and consistency with other workforce management views and administrator page, including updated to iconography and option selection. This feature requires one of the following options: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Improvements to playback screen recordings
Genesys Cloud significantly improved the loading time of the screen recording playback window. This improvement enables supervisors to review screen recordings more quickly. Esta función requiere una de las siguientes suscripciones: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Workforce management and HR Integration System (HRIS) integration
Administrators and contact center supervisors can now communicate between Genesys Cloud workforce management and any external HR system. This integration enables HRIS to maintain the time-off balances while workforce management maintains capacity limits and automatic approvals. Esta función requiere una de las siguientes suscripciones: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Modify the default whisper tone in Architect
Administrators can now modify the Architect default_whisper system prompt. This feature enables administrators to increase the amount of notice that the agents receive and therefore provide more context or notice before the agent interacts live with the customer. Esta función no tiene restricciones por parte del usuario o del usuario requerido para acceder.
Alertas en tiempo real para interacciones en espera
Supervisors can now receive real time notifications when too many interactions wait in a given queue. This feature enables supervisors to set an alert for the number of waiting interactions in the queue and then determine how to respond; for example, assign additional members to the queue. Esta función requiere una de las siguientes suscripciones: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Introducción de alertas mejoradas
Supervisors can now use the enhanced and improved alerting functionality to better manage day to day operations. The improved process includes a refreshed user interface; new real time dashboard metrics; the ability to receive alerts in real time when a threshold is not met, rather than at the end of the day; and SMS, email, and toast message improvements to include actionable data and links to detailed reports where applicable. Esta función no tiene restricciones por parte del usuario o del usuario requerido para acceder.
Integraciones
Client information in the embedded clients interaction window
Administrator configurations for the embedded client now display conversation information in the interaction window. Esta función requiere una de las siguientes suscripciones: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Introducing Instagram direct messages for third-party messaging integration
The Genesys Cloud for Instagram Direct Messaging integration allows agents to privately respond to messages sent by Instagram users to their Instagram Professional (Business) Account, which they can use to interact with agents using Genesys Cloud ACD messaging channels. They can log in to Facebook through Genesys Cloud and configure a few settings to connect the Genesys Cloud for Instagram Direct Messaging integration to their Facebook business page. Esta función requiere una de las siguientes suscripciones: Genesys Cloud CX 1 Digital, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Depreciaciones y anuncios
Depreciación del servicio de atención al cliente
On June 7, 2023, Genesys will remove the Customer Service APIs. Genesys replaced these APIs for both Live Now and Journey gadgets. This deprecation does not affect customers unless they use the Customer Service API endpoints. Esta función requiere una de las siguientes suscripciones: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.