Genesys Cloud – Features coming soon
このプレビューでは、次のGenesys Cloudリリースに予定されている機能をリストします。 The features will not be live in Genesys Cloud until July 1, 2024. The feature descriptions in the July 1, 2024 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.
機能の可用性は、地域の準備状況、製品ライセンス、Genesys のリリース スケジュールなどの要因に基づいて異なる場合があります。 詳細については、 Genesys Cloud リリーススケジュールをご覧ください。
Limit agent actions during co-browse sessions
Administrators can now further limit agent actions during a co-browse session, allowing agents to act only as spectators rather than guide the co-browse experience. Administrators can disable the ability for navigation requests to prevent agents from requesting customers navigate to specific URLs. This feature is beneficial for brands that prefer their agents to only observe what the end-customer is doing during a co-browse session. This feature helps the organization to better align the co-browse experience with their strategic goals and encourages customer autonomy.
Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
Genesys Cloud improved customer sentiment and agent empathy analysis for Portuguese Brazil (pt-PT), Portuguese Portugal (pt-PT), Spanish United States and Latin America (es-US), and Spain Spanish dialects (es-ES).
Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce
Administrators can now add the Genesys Cloud for SCV Queue Stats component to the Lightning app for contact centers that use CX Cloud from Genesys and Salesforce. This feature extends the current queue stats, which previously showed only the voice channel, to include all interaction types. The component allows agents to view comprehensive queue statistics on the Service Cloud console, including wait times, agent availability, and the number of interactions waiting in the queue.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
Genesys Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows now supports German Switzerland (de-CH).
Architect supported languages user interface enhancements
Genesys improved the Architect Supported Languages user interface, including a refreshed view, Language button, table and validation updates, and a more intuitive process. These improvements enable flow authors to easily navigate, improve consistency throughout the interface, and ensures a more user-friendly flow authoring experience. This feature does not affect existing functionality.
Collapsible card interface in Architect actions
Genesys introduced collapsible cards for the listed Architect actions. This improvement creates a clear visual hierarchy and enhanced section differentiation. The flexibility to collapse and expand cards allows users to quickly find key information and important elements and then adjust configuration as needed. This feature helps flow authors improve overall usability and efficiency. Previously, cards appeared as nested accordions.
オランダ語のネイティブ音声書き起こしの精度が向上しました。
Genesys Cloud improved native voice transcription accuracy for Dutch dialects (nl-NL).
廃止予定： レガシーアラートシステム
On July 1, 2024 Genesys will remove the legacy alerting system. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system.
