Genesys Cloud – 近日公開予定の機能
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until September 1, 2025. The feature descriptions in the September 1, 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.
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。
Messages and Media columns in Analytics Performance views
Supervisors and administrators can now use the Messages and Media columns in Analytics Performance views, including Agents Interactions Detail, Campaign Interactions Detail, Interactions, My Interactions, and Queues Interactions Detail. These columns display the total inbound and outbound counts for all message exchanges between end-customers and agents. This enhancement provides greater visibility into customer interactions across channels.
Category aggregate data in analytics metrics
Genesys Cloud now enhances the /api/v2/analytics/transcripts/aggregates/query endpoint to allow supervisors and analysts to filter results by category ID. This enhancement provides more precise and targeted analytics based on user-defined categories. With this enhancement, supervisors and analysts gain greater flexibility and granularity when analyzing customer interactions, unlocking deeper insights through speech and text analytics.
Trigger process automation based on topics, sentiment, or empathy
Administrators can now configure process automation to trigger workflows based on speech and text analytics results, including specific topics, sentiment scores, or empathy indicators. This enhancement helps organizations take timely action after calls, such as initiating alerts or follow-up processes when certain conditions are detected in a conversation.
Links to Genesys Cloud group chat room video sessions
Genesys Cloud users can now create links to video sessions within Genesys Cloud group chat rooms. Also, users can share these links with other users or include them in calendar invites, making it easy to join video meetings directly from Genesys Cloud. When users click the link, for example, from Outlook, the web application starts. Future enhancements include support for launching the native desktop application.
Configure GCBA with Microsoft Edge native messaging
Administrators can now configure Genesys Cloud Background Assistant (GCBA) to communicate with the Genesys Cloud web application through Microsoft Native Messaging enabled by a Microsoft Edge browser extension. This option helps organizations meet regulatory security requirements by reducing the need to use self-signed certificates and provides a secure method for capturing agent screen recordings.
Deprecation: agent assistance
On January 31, 2026, Genesys Cloud will deprecate and remove the agent assistance chat room from the UI.
