Genesys Cloud FedRAMP region - Próximas funciones

This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until February 28, 2024. The feature descriptions in the February 28, 2024 Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.

Análisis de sentimientos en cantonés, mandarín y taiwanés

Ya está disponible el análisis de sentimientos en chino cantonés (zh-HK), chino mandarín (zh-CN) y chino taiwanés (zh-TW).

Improved native voice transcription accuracy for German

Genesys Cloud improved native voice transcription accuracy for German (de-DE).

Predictive engagement new and replaced operators

Genesys Cloud replaced the operators 'like' and 'not like' with 'contains any' and 'does not contain all' respectively. Also, administrators can use two new operators, 'contains all' and 'does not contain any', when they define conditions for segments, outcomes, and action maps.

Mayor número de resultados límite

Administrators can now create up to 100 outcomes per organization and can enable scoring on up to 10 outcomes.

ACD conferences

Agents can now add people to a conference call while they are on an ACD voice interaction in the desktop agent UI. ACD conferencing allows agents to click the new conference icon and choose a participant, for example, another user, queue, or external number, to help their customers. The participant accepts an invitation and joins the conference. Agents can also transform a consult transfer into a conference and bring together all three participants. While in a conference, agents can continue to add up to a total of 20 concurrent participants.

Artículos de conocimiento en Messenger 

Administrators can now enable knowledge articles in a Messenger configuration and link an existing knowledge base to that configuration. Customers can then search and browse knowledge articles in the Messenger Homescreen.

Introducción de la configuración de la pantalla de inicio para Messenger

Administrators can now enable the Homescreen for Messenger configurations. Homescreen allows advanced Messenger branding and configuration, including logos, headings, and knowledge articles that appears to the customers.

Specify queue in scheduled callbacks

Agents can now specify a queue when they schedule a callback. Before agents can use this feature, administrators must enable it for them in Organization Settings. 

Nota: Esta lista de funciones está sujeta a cambios.