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

この機能により、エージェントは複数のコンテキスト パネルを同時に表示して、完全なコンテキストを一目で確認しながら、顧客との会話に効率的に集中できるようになります。

Configurable outbound routes now available for customer first callbacks

Administrators can now configure specific outbound dialing routes for customer first callbacks on a per-queue basis. In the Customer First view, administrators can specify a telephony site or edge group to use when agents place outbound calls for automated Customer First Callbacks on a per-queue basis. This new option allows selecting a dialing group directly from the queue settings. This feature helps administrators manage telephony resources more effectively, and support location-based routing when needed. If no dialing group is selected, the system uses the default telephony site and preserves existing behavior.

ナレッジワークベンチ V2 アクセシビリティの改善

Genesys Cloud updated the knowledge workbench V2 user interface to improve accessibility and the customer experience. These enhancements include improved color schemes, adjusted contrast for buttons and other UI elements, and extended keyboard navigation for better focus and target size. The changes do not impact existing functionality.

Enhanced AI-powered slots for virtual agents

Flow authors can now set minimum and maximum lengths for alphanumeric and numeric slot types, enabling bots to capture input with greater flexibility. AI-powered slots also now support special characters such as slashes and dashes, provide customizable continuation prompts, and improve slot value correction. These updates help make virtual agent conversations more natural and adaptable. Also, the test widget in Architect bot and digital bot flows now supports multi-turn conversations and partial slot collection, making it easier to test and refine AI-powered slot behavior.

Unlimited archived recording restorations

Supervisors and quality managers can now restore archived recordings without the limitations previously imposed by Genesys Cloud. This update removes all restrictions on restoration, enabling full-scale access in a single step. Removing the limit for restoration improves usability and eliminates the need for repeated requests or manual workarounds, streamlining workflows and increasing operational efficiency.

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

On November 17, 2025, Genesys Cloud will deprecate the following components in the External Contacts API:

• The current merge endpoint: POST /api/v2/externalcontacts/merge/contacts
• The mergeOperation in the contact object

These components will be replaced by:

• A new merge endpoint: POST /api/v2/externalcontacts/contacts/merge which allows merging up to 25 contacts of any type
• Two new fields: mergedTo, and mergedFrom, which offer more precise and flexible tracking of merged contact records

Customers must review and update their integrations to use the new endpoint and fields to align with the latest functionality in the External Contacts API.