Genesys Cloud FedRAMP リージョン – 近日中に機能追加予定

マルチコンテキストパネル

Division assignment for external contacts and external organizations

Administrators and contact center managers can now control access to external contacts and external organizations by assigning them to divisions. This update helps organizations with strict data segmentation requirements manage contact visibility more effectively. Previously, all users with the necessary permissions could access and interact with external contacts, regardless of their division. Now, businesses that must isolate contact data can ensure that users only see and interact with the contacts relevant to their division. This feature is beneficial for companies that serve multiple customers or business units. For example, a contact center supporting competing airlines can now prevent agents that handle interactions for one airline from accessing another airline’s customer information. The ability to exercise more granular control helps organizations maintain privacy, meet compliance requirements, and improve operational efficiency.

Next Contact Avoidance (NCA) in predictive routing

Administrators can now track and optimize contact center efficiency via the next contact avoidance (NCA) key performance indicator (KPI) in predictive routing. The NCA metric measures the percentage of customer interactions that do not result in a repeat contact within seven days. This feature helps administrators and supervisors assess whether issues are being resolved on the first contact. Previously, predictive routing focused on optimization with factors such as handle time and sentiment scores. With NCA, administrators now have an additional way to measure and improve resolution rates, helping to ensure a more efficient and customer-friendly contact center experience.

Save static interaction lists in Content Search

Administrators can now save a static list of interactions for a specific date range in the Content Search feature from the Interaction List view and Content Search view. Previously, saved lists were dynamic, updating based on the selected time period. Now, users can preserve a fixed set of results, making it easier to reference the same interactions over time. This update helps improve workflow efficiency by allowing users to filter interactions with multiple conversation IDs and then save a specific set of interactions for later review. Users can still choose dynamically refreshed lists for periods like today, this week, or last month. Also, a custom date picker is now available in the Save View Time Period settings, providing more precise control over the saved interactions’ time frame.

Dedicated API endpoints for schema metadata retrieval

Administrators and developers can now access schema-related metadata (for example, core types and field limits), through dedicated, entity-specific public APIs as part of the Dynamic Schema Service (DSS) V1.5 upgrade. Previously, this information was retrieved using shared global endpoints. This update improves how schema definitions are managed by making data retrieval more scalable and structured across different services. With this release, new API endpoints are available for managing schema information related to external contacts, organizations, workitems, and open actions. These changes help ensure better integration and consistency across all relevant areas, supporting the full implementation of DSS V1.5.

Configurable timeout for data actions

Administrators can now configure the execution timeout setting for data actions. The timeout can be set between 1 and 60 seconds, with a default of 60 seconds. When an HTTP request runs longer than the configured time, the data action returns a timeout response. This feature helps improve control over data action timeouts, prevents long-running processes, and reduces unnecessary concurrency usage.

Enable audio selection with screen recordings in playback

Supervisors can now select a specific audio recording to synchronize with screen recording during playback. This feature is especially useful when multiple audio recordings exist for an interaction. Previously, supervisors could play back screen recordings but did not have control over which audio recording synchronized with the video. Now, they can choose a specific audio recording (whether a trunk-side or station-side recording), to play alongside the screen activity. This feature helps improve the evaluation experience by ensuring the correct audio is reviewed in context with the corresponding screen actions.