Genesys Cloud - August 4, 2025

Paneles multicontexto

Esta función permite a los agentes mostrar varios paneles contextuales simultáneamente para centrarse de forma más eficaz en las conversaciones con los clientes con todo el contexto visible de un vistazo.

WhatsApp outbound campaign schedules

Administrators can now schedule outbound digital WhatsApp campaigns and can set start and stop times for campaigns in advance. This feature helps to improve operational efficiency by automating campaign timing and simplifying daily management.

Profile panel support for workitems

Agents can now create a new external contact or search for and link an existing contact to a workitem directly from the Profile panel interface. This update supports scenarios where a workitem is not yet associated with a customer and helps agents connect work to the right contact when handling tasks. By linking workitems to external contacts, agents and supervisors contribute to a more complete customer journey view within Genesys Cloud and gain richer customer context during task handling. Also, administrators can now configure whether agents can link workitems to contacts from any division or only from the workitem's division. This provides organizations with greater flexibility and control over how external contacts are managed across divisions.

Conditional group activation based on real-time metrics

Administrators can now use Conditional Group Activation (CGA) to dynamically activate or deactivate agent groups based on real-time queue metric thresholds. CGA helps expand the available pool of agents for a given queue without negatively affecting key performance indicators (KPIs) of the queues from which agents are shared. CGA runs in the background at regular intervals, regardless of new interaction arrivals, and supports multiple conditions and condition sets per rule. CGA also integrates with routing methods to enable interaction-level agent selection, enhancing the flexibility and precision of agent assignment beyond what was possible with conditional group routing alone. This feature supports more efficient workload distribution while helping maintain service level targets across queues.

Improved native voice transcription for English

Genesys Cloud improved native voice transcription to better handle industry-specific language in English dialects, including healthcare, finance, and travel industries.

Resúmenes personalizables en AI Studio

Ahora los administradores pueden personalizar la forma en que aparecen los resúmenes en Agent Copilot. Estas configuraciones personalizan los resúmenes que genera Agent Copilot, incluido el nivel de detalle, las perspectivas personalizadas, el formato, la evitación de PII y otras perspectivas. Esta función ayuda a reducir el trabajo posterior a la llamada (ACW) y, si se combina con una transcripción exacta, permite una captura más precisa de la interacción y una forma más rápida de que los supervisores o los responsables de calidad revisen una interacción. Actualmente, esta función sólo está disponible para todos los dialectos del inglés y el español ES-US.

CX Cloud from Genesys and Salesforce support for agent initiated after call work

Agents can now explicitly request After Call Work (ACW) to complete wrap-up notes for a voice call in the CX Cloud from Genesys and Salesforce integration. When administrators configure Genesys Cloud queues with the Agent Requested ACW option, agents see a Request After Call Work button in the interaction utility tool embedded in the voice call record page within the Salesforce Service Cloud Console. This enhancement gives agents the flexibility to decide whether they need time for post-call documentation. If ACW is required, agents can request it before the call ends; if not, then they can proceed directly to the next task. 

Microsoft Dynamics 365 data actions integration new credential type

Administrators can now choose between a client secret and a client certificate as the credential type for the Microsoft Dynamics 365 data actions integration. When they register an application in the Microsoft Entra Admin Center, administrators can generate either a client secret or upload a trusted certificate. After registration, administrators select the appropriate credential type when they configure the integration to enable secure access to Microsoft Dynamics CRM data. Previously, basic authentication via a username and password was managed through Microsoft Entra administrator. As Microsoft enforces multi-factor authentication and deprecates basic authentication, this enhancement ensures continued functionality of data actions without requiring that customers republish existing actions or flows.

Enhanced knowledge suggestions in Genesys Agent Copilot

Genesys Cloud improved the relevance of knowledge article suggestions by refining search queries before processing search results. Non-essential elements such as stop words, greetings, and conversational phrases, are filtered out to reduce noise and improve precision. This update enhances auto-suggestions in Agent Copilot by delivering more accurate results to agents without changing how they interact with search.

Depreciación: Eliminación de la integración de Webhooks para la notificación de chat

Genesys Cloud ended chat-based webhook integrations support for the following third-party systems:

• Bitbucket
• GitHub
• Jenkins
• JIRA
• PageDuty
• Rastreador pivotal
• StatusPage
• Trello
• UserVoice
• Zendesk

Los administradores no pueden instalar nuevas instancias de estas integraciones, las instancias existentes de estas integraciones ya no funcionan después de la fecha de entrada en vigor y Genesys eliminará finalmente estas integraciones de su organización. Aunque este anuncio de eliminación no afecta actualmente a la integración genérica de webhooks, se prevé su eliminación en el futuro. Los clientes deben migrar de la integración de webhooks para notificaciones de chat a la integración de Webhooks para eventos en Genesys Cloud y enviar notificaciones de chat mediante flujos de trabajo.