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 30, 2025. The feature descriptions in the June 30, 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.
Enhanced groups profile configuration
Genesys Cloud refreshed the style of the groups profile page in Admin > Directory > Groups. The update includes modernized buttons, text formatting, tables, and menus to align with current UI standards. These improvements do not impact the existing functionality and help create a more consistent and intuitive administrative experience.
Sort contacts by priority in skills-based dialing for progressive campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in progressive campaigns. This feature ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Contacts are delivered in priority order across all skill groups, creating a more predictable and efficient dialing process. This enhancement improves campaign performance by ensuring top-priority contacts are reached sooner and is especially beneficial for organizations with multi-skilled agents and time-sensitive outreach objectives.
Sort contacts by priority for skills-based dialing in preview campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in preview campaigns. This enhancement ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Genesys Cloud delivers contacts in order of priority across all skill groups, creating a more predictable and efficient dialing process. This update improves campaign performance by ensuring that top-priority contacts are presented to agents first and is especially beneficial for organizations with multi-skilled agents and time-sensitive outreach goals. No special configuration is required beyond enabling dynamic sorting for the campaign.
Workitems List View filter enhancements
Administrators, agents, and supervisors can now use enhanced filter options in the workitems List View. This feature allows users to filter workitems across multiple workbins, rather than being limited to a single workbin, which provides greater flexibility and efficiency when locating specific workitems. Also, agents and supervisors who preview a workitem now see the values of custom attributes, even when those values are null. Previously, custom attributes with null values were hidden from the preview.
Enable or disable Last Agent Routing for digital conversations
Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can choose to route conversations only if the last agent is a member of the conversation queue, or allow routing even if the agent is not a member of the queue. Previously, LAR was always enabled by default. With this update, administrators gain greater control over routing behavior. Routing conversations to the last agent who handled them helps maintain context and ensures a more seamless customer experience.
Improved readability of native voice transcription in Spanish language transcripts
Genesys Cloud native voice transcription now supports capitalization, punctuation, and normalization of digits for Spanish language transcripts.
Unified and scalable Genesys Cloud CX conversation data extraction
Genesys Cloud CX customers and partners can now access near real-time, flattened conversation data through a scalable Lakehouse Data Stream. This capability continuously delivers updated files to Amazon S3 with a rolling 3-day lookback window, simplifying integration with cloud data warehouses such as Amazon Redshift or Snowflake. The Lakehouse Data Stream reduces reliance on fragmented APIs and manual data stitching, providing consistent, incremental access to rich omnichannel interaction data. This foundation enables advanced analytics, reporting, and in a future release, data lakehouse-ready architecture. Beginning June 30, 2025, customers may opt in to a limited-availability program to begin leveraging this capability. Contact your account team for details.
Customizable summaries in AI Studio
Administrators can now customize how summaries appear in Agent Copilot. These configurations customize the summaries that Agent Copilot generates, including level of detail, custom insights, formatting, PII avoidance, and other insights. This feature helps reduce after call work (ACW), and if combined with accurate transcription, allows for more precise capture of the interaction and a faster way for supervisors or quality managers to review an interaction. This feature is currently only available for all English dialects and Spanish ES-US.
New Genesys Cloud Voice phone number inventory report
Genesys Cloud Voice administrators can now access and export a report that lists all active Genesys Cloud Voice phone numbers in their organization. This report provides a clear overview of phone number inventory, making it easier to manage and audit assigned numbers.
Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type
Genesys CX Cloud now supports the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to CX Cloud from Genesys and Salesforce using PKCE, providing a more secure alternative to the Implicit Grant flow. This enhancement improves login security for agents accessing CX Cloud via Genesys or Salesforce integrations.
Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Administrators can now set an inter-digit timeout for virtual agents and bot flows. This feature sets the amount of time, in seconds, that the bot waits for a participant to press the next digit before proceeding. This feature improves the customer experience in scenarios when they need extra time to enter long numbers or other information.
Genesys Cloud Virtual Agent language support for Italian
Genesys Cloud Virtual Agent now supports Italian (it-IT).
Introducing Guides in AI Studio
Genesys Cloud introduces Guides for virtual agents in AI Studio, the new central hub in Genesys Cloud for building AI experiences. AI Studio Guides enable business teams to create intelligent and adaptable virtual agents using natural language and the power of AI. Organizations can deploy their guides within Virtual Agent enabled flows in Architect, blending structured logic and agentic AI in a safe, scalable way.
Introducing AI Studio
Genesys Cloud introduces AI Studio, Genesys's command center for building and managing the next generation of AI-powered customer experiences. AI Studio enables business teams to build, manage, and deploy AI experiences through a unified and intuitive workbench ensuring consistency, scalability, and built-in governance.
Workforce management capacity planning
Planners can now create long-term capacity plans to project staffing needs for each planning group up to two years in advance. This feature enables contact centers to identify potential overstaffing and understaffing, align hiring strategies with forecasted demand, and improve long-term workforce planning and goal setting.
Depreciación: Almacenamiento de archivos de localización del SDK de Mobile Messenger
Genesys Cloud no longer supports the current storage of Mobile Messenger SDK localization files hosted in the Genesys managed S3 buckets. Localization files are no longer maintained through Genesys S3 storage. To ensure continued access to localization functionality, Genesys Cloud recommends that you upgrade to Mobile Messenger SDK version 1.13 or later, which provides an updated approach to localization file management.
Deprecación: Capacidad de supervivencia remota de BYOC Premises Edge
Genesys Cloud no longer supports the BYOC Premises Edge Remote Survivability feature. Genesys Cloud is retiring Remote Survivability due to limitations that prevent consistent and reliable operation during an internet outage. Specifically, when a BYOC Premises Edge loses internet connectivity, IVR flows cannot be delivered predictably, ACD calls cannot be routed to active agents, and AI-powered features that require real-time media processing become unavailable.
Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions
Genesys Cloud no longer supports Genesys Predictive Engagement for Genesys Engage hybrid solutions, which include Genesys Engage on-premises, Genesys Engage Cloud, and Genesys Engage Multicloud. As part of this deprecation, Genesys Cloud discontinued the sale and renewal of licenses for these hybrid solution deployments. To ensure that customers continue to benefit from the latest innovation and capabilities, Genesys Cloud is migrating all existing customers using Genesys Predictive Engagement on Genesys Engage hybrid solutions to Genesys Predictive Engagement on Genesys Cloud CX. All organizations currently using Genesys Predictive Engagement on Genesys Engage on-premises, Genesys Engage Cloud, or Genesys Engage Multicloud, are affected.
