Genesys Cloud - June 30, 2025
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。
マルチコンテキストパネル
今後数週間で、エージェントのマルチコンテキスト パネル エクスペリエンスが Genesys の新しいワークスペース エクスペリエンスになります。マルチコンテキスト パネル エクスペリエンスの新しい権限が付与されたらエージェントがオプトインする必要はなくなりましたが、管理者がすべてのユーザーに権限を展開するため、従来のエクスペリエンスは長期間にわたって利用可能なままになります。詳細については、エージェント UI の複数のコンテキスト パネルをご覧ください。
コール センター管理者は、マルチコンテキスト パネルを使用してクリック数を減らし、エージェントの効率を向上させることができます。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、一目で完全なコンテキストを確認しながら、カスタマーとの会話に効率的に集中できるようになります。
以下のいずれかのライセンス。
- すべてのライセンスにはこの機能が含まれています。
続きを読む：
Enhanced groups profile configuration
Genesys Cloud refreshed the style of the groups profile page in Admin > Directory > Groups. The update includes modernized buttons, text formatting, tables, and menus to align with current UI standards. These improvements do not impact the existing functionality and help create a more consistent and intuitive administrative experience.
Sort contacts by priority in skills-based dialing for progressive campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in progressive campaigns. This feature ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Contacts are delivered in priority order across all skill groups, creating a more predictable and efficient dialing process. This enhancement improves campaign performance by ensuring top-priority contacts are reached sooner and is especially beneficial for organizations with multi-skilled agents and time-sensitive outreach objectives.
以下のいずれかのライセンス。
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesysクラウド2
続きを読む：
Sort contacts by priority for skills-based dialing in Preview campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in Preview campaigns. This enhancement ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Genesys Cloud delivers contacts in order of priority across all skill groups, creating a more predictable and efficient dialing process. This update improves campaign performance by ensuring that top-priority contacts are presented to agents first and is especially beneficial for organizations with multi-skilled agents and time-sensitive outreach goals. No special configuration is required beyond enabling dynamic sorting for the campaign.
以下のいずれかのライセンス。
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesysクラウド2
続きを読む：
Workitems List View filter enhancements
Administrators, agents, and supervisors can now use enhanced filter options in the workitems List View. This feature allows users to filter workitems across multiple workbins, rather than being limited to a single workbin, which provides greater flexibility and efficiency when locating specific workitems. Also, agents and supervisors who preview a workitem now see the values of custom attributes, even when those values are null. Previously, custom attributes with null values were hidden from the preview.
Enable or disable Last Agent Routing for digital conversations
Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can choose to route conversations only if the last agent is a member of the conversation queue, or allow routing even if the agent is not a member of the queue. Previously, LAR was always enabled by default. With this update, administrators gain greater control over routing behavior. Routing conversations to the last agent who handled them helps maintain context and ensures a more seamless customer experience.
場所:
- Admin > Contact Center > Queues >
> General tab > Last Agent Routing (LAR) - Digital Conversations
以下のいずれかのライセンス。
- Genesys Cloud 1
- Genesys Cloud 1 デジタルアドオン II
- Genesys Cloud 2
- Genesys Cloud 2 デジタル
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
続きを読む：
Improved readability of native voice transcription in Spanish language transcripts
Genesys Cloud native voice transcription now supports capitalization, punctuation, and normalization of digits for Spanish language transcripts.
以下のいずれかのライセンス。
- Genesys Cloud 1 WEM アドオン II
- Genesys Cloud 2 WEMアドオンI
- Genesys Cloud 3
- Genesys Cloud EX
続きを読む：
Unified and scalable Genesys Cloud CX conversation data extraction
Genesys Cloud CX customers and partners can now access near real-time, flattened conversation data through a scalable Lakehouse Data Stream. This capability continuously delivers updated files to Amazon S3 with a rolling 3-day lookback window, simplifying integration with cloud data warehouses such as Amazon Redshift or Snowflake. The Lakehouse Data Stream reduces reliance on fragmented APIs and manual data stitching, providing consistent, incremental access to rich omnichannel interaction data. This foundation enables advanced analytics, reporting, and in a future release, data lakehouse-ready architecture. Beginning June 30, 2025, customers may opt in to a limited-availability program to begin leveraging this capability. Contact your account team for details.
Customizable summaries in AI Studio
Administrators can now customize how summaries appear in Agent Copilot. These configurations customize the summaries that Agent Copilot generates, including level of detail, custom insights, formatting, PII avoidance, and other insights. This feature helps reduce after call work (ACW), and if combined with accurate transcription, allows for more precise capture of the integration and a faster way for supervisors or quality managers to review an interaction. This feature is currently only available for all English dialects and Spanish ES-US.
場所:
- Admin > AI Studio > Summary Workbench
- 管理 > Contact Center > エージェント コパイロット
以下のいずれかのライセンス。
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesysクラウド2
続きを読む：
New Genesys Cloud Voice phone number inventory report
Genesys Cloud Voice administrators can now access and export a report that lists all active Genesys Cloud Voice phone numbers in their organization. This report provides a clear overview of phone number inventory, making it easier to manage and audit assigned numbers.
Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type
Genesys CX Cloud now supports the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to CX Cloud from Genesys and Salesforce using PKCE, providing a more secure alternative to the Implicit Grant flow. This enhancement improves login security for agents accessing CX Cloud via Genesys or Salesforce integrations.
Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Administrators can now set an inter-digit timeout for virtual agents and bot flows. This feature sets the amount of time, in seconds, that the bot waits for a participant to press the next digit before proceeding. This feature improves the customer experience in scenarios when they need extra time to enter long numbers or other information.
場所:
- Admin > Architect > Architect > Bot Flow > Settings > User Settings > DTMF Settings
以下のいずれかのライセンス。
- Genesys Cloud 1
- Genesys Cloud 1 デジタルアドオン II
- Genesys Cloud 2
- Genesys Cloud 2 デジタル
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
- Genesysクラウド2
- Genesys Cloud AIエクスペリエンス
続きを読む：
Genesys Cloud Virtual Agent language support for Italian
Genesys Cloud Virtual Agent now supports Italian (it-IT).
Introducing Guides in AI Studio
Genesys Cloud introduces Guides for virtual agents in AI Studio, the new central hub in Genesys Cloud for building AI experiences. AI Studio Guides enable business teams to create intelligent and adaptable virtual agents using natural language and the power of AI. Organizations can deploy their guides within Virtual Agent enabled flows in Architect, blending structured logic and agentic AI in a safe, scalable way.
場所:
- Admin > AI Studio > Guides
以下のいずれかのライセンス。
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesysクラウド2
続きを読む：
Introducing AI Studio
Genesys Cloud introduces AI Studio, Genesys's command center for building and managing the next generation of AI-powered customer experiences. AI Studio enables business teams to build, manage, and deploy AI experiences through a unified and intuitive workbench ensuring consistency, scalability, and built-in governance.
場所:
- Admin > AI Studio
以下のいずれかのライセンス。
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesysクラウド2
続きを読む：
Workforce management capacity planning
Planners can now create long-term capacity plans to project staffing needs for each planning group up to two years in advance. This feature enables contact centers to identify potential overstaffing and understaffing, align hiring strategies with forecasted demand, and improve long-term workforce planning and goal setting.
場所:
- Admin > Workforce Management > Capacity Planning
以下のいずれかのライセンス。
- Genesys Cloud 1 WEM アドオン II
- Genesys Cloud 2 WEMアドオンI
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
- Genesys Cloud EX
続きを読む：
非推奨:モバイルメッセンジャーSDKローカリゼーションファイルストレージ
Genesys Cloud no longer supports the current storage of Mobile Messenger SDK localization files hosted in the Genesys managed S3 buckets. Localization files are no longer maintained through Genesys S3 storage. To ensure continued access to localization functionality, Genesys Cloud recommends that you upgrade to Mobile Messenger SDK version 1.13 or later, which provides an updated approach to localization file management.
以下のいずれかのライセンス。
- Genesys Cloud 1 デジタルアドオン II
- Genesys Cloud 2
- Genesys Cloud 2 デジタル
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
続きを読む：
廃止予定： BYOC PremisesEdgeのリモートサバイバビリティ
Genesys Cloud no longer supports the BYOC Premises Edge Remote Survivability feature. Genesys Cloud is retiring Remote Survivability due to limitations that prevent consistent and reliable operation during an internet outage. Specifically, when a BYOC Premises Edge loses internet connectivity, IVR flows cannot be delivered predictably, ACD calls cannot be routed to active agents, and AI-powered features that require real-time media processing become unavailable.
Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions
Genesys Cloud no longer supports Genesys Predictive Engagement for Genesys Engage hybrid solutions, which include Genesys Engage on-premises, Genesys Engage Cloud, and Genesys Engage Multicloud. As part of this deprecation, Genesys Cloud discontinued the sale and renewal of licenses for these hybrid solution deployments. To ensure that customers continue to benefit from the latest innovation and capabilities, Genesys Cloud is migrating all existing customers using Genesys Predictive Engagement on Genesys Engage hybrid solutions to Genesys Predictive Engagement on Genesys Cloud CX. All organizations currently using Genesys Predictive Engagement on Genesys Engage on-premises, Genesys Engage Cloud, or Genesys Engage Multicloud, are affected.
以下のいずれかのライセンス。
- Genesys Cloud 1 デジタルアドオン II
- Genesys Cloud 1 WEM アドオン II
- Genesys Cloud 2
- Genesys Cloud 2 デジタル
- Genesys Cloud 2 WEMアドオンI
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
- Genesys Cloud AIエクスペリエンス
続きを読む：
- Genesys Cloud では、地域ごとに月曜日からリリースが開始され、木曜日の終業時までに完了する機能が有効になります。翌営業日までにカスタマーの組織で有効になった機能が表示されない場合は、リリースノートと関連文書に記載されている必要なサブスクリプションと権限を確認してください。サブスクリプションと権限を確認しても問題が発生する場合は、カスタマーケアにご連絡ください。
- 一部の機能では、連携アドオンが必要な場合があります。
