Próximamente características

This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until May 25, 2022. The feature descriptions in the May 25 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. This page may also contain future Genesys Cloud release announcements.

Comunicar

Use Genesys Cloud desktop app to run WebRTC Media Helper

Telephony administrators can now use the Genesys Cloud desktop app as a client for the WebRTC Media Helper when deployed with specific configuration options. The WebRTC Media Helper enables customers to use Genesys Cloud and WebRTC phones in a Virtual Desktop Infrastructure (VDI) environment by routing media streams outside the VDI infrastructure. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.

Centro de contacto

Notificaciones de WhatsApp sin agentes

Administrators can now send WhatsApp notifications without involving an agent. This feature enables administrators to send WhatsApp notifications from back-end systems through Genesys Cloud APIs, based on triggered events. Administrators can also send WhatsApp notifications from an Architect flow or a script using a data action. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Define gamification profile metrics for media type and queue

Performance managers can now create a metric associated with a specific media type, queue, or both when creating or editing a gamification profile. This feature enables managers to set objectives for agents with varied goals based on the media type and queues for interactions. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Assessment data in agent development views

Agent development views now include assessment data. Contact center managers, supervisors, and agents can now see a pass or fail status and the assessment scores associated with each agent. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Additional customer information in Queues Activity Detail view

Contact managers and supervisors can now see customer emails and phone numbers in the Waiting and Interacting tables in the Queues Activity Detail view, when applicable. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Plataforma

Developer tools refresh

Genesys Cloud refreshed several developer tools and added them to the recently updated Developer Center. New developer tools include application inspector, screen share, and web chat and web messaging. A new, interactive callbacks guide embeds the API Explorer resources directly in the guide. Deprecation and removal of the existing legacy developer tools will be announced separately in the future. This feature has no restriction by user or required user to access.

Anuncios de versiones futuras 

Vista única del cliente

Una versión futura presentará la vista de cliente único. La vista permite a los agentes seguir la historia completa de un contacto a lo largo de cada punto de contacto con su organización. Cuando comienza una interacción, Genesys Cloud muestra automáticamente el viaje del contacto, incluida cada experiencia que el contacto tiene con su organización, en todos los canales asociados con los contactos vinculados.

Actualización de la marca Genesys Cloud

El nombre y el logotipo del producto Genesys Cloud se actualizaron en 2021 en muchas interfaces, instalaciones, sitios web y documentación. Genesys comenzará a actualizar los nombres de dominio en la primera mitad de 2022 y proporcionará una actualización a medida que avance el trabajo. Para más información, ver Preguntas frecuentes de PureCloud a Genesys Cloud en Comunidad. Esta función no tiene restricciones por parte del usuario o del usuario requerido para acceder.

Nota: Esta lista de funciones está sujeta a cambios.