Genesys Cloud - December 2, 2024
Die Verfügbarkeit der Funktionen kann unterschiedlich sein und hängt unter anderem von folgenden Faktoren ab: Bereitschaft in der jeweiligen Region, Produktlizenzierung und Veröffentlichungszeitplan von Genesys. Weitere Informationen finden Sie im Veröffentlichungszeitplan für Genesys Cloud .
2024 Genesys CIDR-Erweiterung und Benachrichtigung zu Firewall-Anforderungen
By February 1, 2025, to prevent service disruption and ensure service continuity, customers must take the following steps:
- Configure their firewalls to allow access to the new CIDR IP addresses.
- Complete all applicable readiness tests.
- Read the entire 2024 Genesys CIDR Expansion - Commercial announcement
Eine der folgenden Lizenzen:
- Alle Lizenzen beinhalten diese Funktion.
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Audit Viewer granular detail of role changes
Audit Viewer now automatically contains role change details about the permissions that administrators, managers, supervisors, or Genesys adds or removes, including system changes affected by the Genesys backfill process. This enhancement provides additional traceability for role changes and enables administrators to review granular changes about permission additions or removals. This update requires no configuration to enable.
Eine der folgenden Lizenzen:
- Alle Lizenzen beinhalten diese Funktion.
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Authenticated messaging enabled for Mobile Messenger
Administrators can now configure authenticated messaging for Mobile Messenger. This feature provides enhanced privacy and security and allows Authenticated app users can access Mobile Messenger and maintain conversations across web and mobile platforms. This feature provides enhanced privacy and security by ensuring a consistent and secure cross-platform experience for customers and also preserves the convenience of enabling users to continue their conversations across different channels.
Eine der folgenden Lizenzen:
- Genesys Cloud 1 Digitales Add-on II
- Genesys Cloud
- Genesys Cloud 2 Digital
- Genesys Cloud
- Genesys Cloud 3 Digital
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Additional speech-to-text (STT) options for Architect bot flows
Architect bot flow authors can now select their preferred, supported speech-to-text (STT) engine in voice bot flows. Genesys automatically populates newly-supported STT engines in the Architect Supported Languages configuration view. This feature enables the flow author to view and select all available STT engines, and not just the default provider based on the selected language.
Eine der folgenden Lizenzen:
- Genesys Cloud
- Genesys Cloud 1 Digitales Add-on II
- Genesys Cloud
- Genesys Cloud 2 Digital
- Genesys Cloud
- Genesys Cloud 3 Digital
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View Mobile Journey Tracking for enhanced agent insights
Administrators can now enable journey tracking capabilities in mobile applications, allowing agents to view detailed information about a visitor’s mobile session and navigation within the app. When journey tracking is active in a native mobile application on iOS or Android, agents can view a visual representation of the customer’s app journey within the Journey panel on the agent desktop. This feature includes details of app visits and navigation paths, helping agents better understand the customer’s behavior and needs. With mobile journey tracking, agents gain valuable insights into the customer’s in-app experience, enabling them to provide informed and personalized assistance. This additional context helps improve issue resolution times.
Eine der folgenden Lizenzen:
- Genesys Cloud 1 Digitales Add-on II
- Genesys Cloud
- Genesys Cloud 2 Digital
- Genesys Cloud
- Genesys Cloud 3 Digital
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Web messaging Hungarian, Ukrainian, and Vietnamese support
Genesys Cloud now supports Hungarian (hk), Ukrainian (uk), and Vietnamese (vi) in the Messenger window.
Wo:
- Admin > Nachricht > Messenger-Konfigurationen
Eine der folgenden Lizenzen:
- Genesys Cloud 1 Digitales Add-on II
- Genesys Cloud
- Genesys Cloud 2 Digital
- Genesys Cloud
- Genesys Cloud 3 Digital
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Preview active emails in queue and parked emails
Supervisors can now preview the content of active emails before assigning them to themselves or other agents. This new feature provides clear visibility into email content, helping supervisors to make informed decisions about workload distribution. Email interaction transcripts can be reviewed directly within the following key Performance Workspace views enabling supervisors to assess content complexity and assign emails efficiently, ensuring faster response times and high-quality customer service.
- Queue Activity Detail
- Queue Interaction Detail
- Interaktionen
- Agent Interaction Detail
Wo:
- Leistung > Arbeitsbereich > Contact Center > Agentenleistung, klicken Sie auf den Namen eines Agenten und dann auf die Registerkarte „Interaktionen“.
- Leistung > Arbeitsbereich > Contact Center > Interaktionen.
- Performance > Workspace > Contact Center > Queue Activity, click a queue’s name.
- Leistung > Arbeitsbereich > Contact Center > Warteschlangenleistung, klicken Sie auf den Namen einer Warteschlange und dann auf die Registerkarte „Interaktionen“.
Eine der folgenden Lizenzen:
- Genesys Cloud 1 Digitales Add-on II
- Genesys Cloud
- Genesys Cloud 2 Digital
- Genesys Cloud
- Genesys Cloud 3 Digital
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Collaborate chat hyperlink ability
Genesys Cloud Collaborate now includes the ability to add clickable links within messages. The hyperlink-enabled chat option enables users to improve communication by allowing links to share resources, reference websites, or guide peers to important documents. This feature streamlines information sharing, ensures that teams can access external content effortlessly without the need to copy and paste URLs, and makes collaboration more efficient and effective.
Eine der folgenden Lizenzen:
- Zusammenarbeiten
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Outbound campaign management support in CX Cloud from Genesys and Salesforce
Administrators can now create, manage, and view Genesys Cloud outbound dialing campaigns directly in Salesforce via the new Campaign Management integration in CX Cloud from Genesys and Salesforce. This integration syncs campaign data between Genesys Cloud and Salesforce organizations, which simplifies campaign setup and management. Administrators can configure outbound campaigns such as preview, predictive, progressive, power, and agentless campaigns in Salesforce. These campaigns, including their attributes, names, and IDs, automatically sync to Genesys Cloud for dialing operations. This feature helps improve workflow efficiency for administrators, streamlines campaign setup, aligns outbound strategies within their existing CRM workflows, and ensures a unified experience across systems. For agents, this integration delivers outbound campaign calls directly within the CX Cloud platform, providing a consistent interface for handling interactions.
Eine der folgenden Lizenzen:
- Genesys Cloud
- Genesys Cloud
- Genesys Cloud
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Capture slot values via LLMs with Genesys Virtual Agent
Administrators can now enable virtual agents to collect slot data more conversationally using advanced natural language understanding (NLU) techniques powered by large language models (LLMs). This feature allows virtual agents to handle a variety of slot types such as free form, alphanumeric, and numeric; capture slots across multiple conversational turns; and respond to nuanced inputs like customers spelling out their names. This enhancement helps make virtual agents more interactive and closer to human-like conversations. For virtual agent authors, it simplifies the process by requiring them to specify the desired slots while the system manages complex interactions, such as completing partially provided information, handling branching dialogue, and addressing loops.
Wo:
- Admin > Architect > [Bot Flow or Digital Bot Flow] > Natural Language Understanding > Slots
Eine der folgenden Lizenzen:
- Genesys Cloud
- Genesys Cloud 1 Digitales Add-on II
- Genesys Cloud
- Genesys Cloud 2 Digital
- Genesys Cloud
- Genesys Cloud 3 Digital
- Genesys Cloud AI-Erfahrung
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Generative knowledge article answers with Genesys Virtual Agent
Flow authors can now enable virtual agents to provide AI-generated answers based on the article that best matches the customer query. Answer generation combines the capabilities of a language model (LLM) with knowledge bases to retrieve relevant data from a single knowledge article and then use that data to generate contextual, accurate, and dynamic responses. Answer generation improves digital bot responses in dynamic and data-heavy environments and is most beneficial for content that changes dynamically or large amounts of data. This feature ensures that customers receive direct, accurate responses without needing to read through lengthy articles to find the information they need.
Eine der folgenden Lizenzen:
- Genesys Cloud
- Genesys Cloud 1 Digitales Add-on II
- Genesys Cloud 1 WEM-Add-on II
- Genesys Cloud
- Genesys Cloud 2 WEM-Add-on I
- Genesys Cloud 2 Digital
- Genesys Cloud
- Genesys Cloud 3 Digital
- Genesys Cloud AI-Erfahrung
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Workforce management activity smoothing and schedule variability
Workforce management administrators and schedulers can now choose to invoke activity smoothing at the business unit or management unit level, or to aim for consistent service goals that reduce the possibility of agents being scheduled for offline activities at the same time. The Schedule Variability setting enables administrators and schedulers to increase the randomness between schedules and provide more varied shift combinations.
Wo:
- Admin > Workforce Management > Schedules
Eine der folgenden Lizenzen:
- Genesys Cloud 1 WEM-Add-on II
- Genesys Cloud 2 WEM-Add-on I
- Genesys Cloud
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- Genesys Cloud ermöglicht die Veröffentlichung von Funktionen ab Montag und die Fertigstellung bis Donnerstagabend (je nach Region). Wenn eine Funktion nicht bis zum nächsten Werktag für Ihr Unternehmen aktiviert wird, überprüfen Sie die erforderlichen Abonnements und Berechtigungen, die in den Versionshinweisen und der zugehörigen Dokumentation angegeben sind. Wenn Sie das Abonnement und die Berechtigungen bestätigen und weiterhin Probleme auftreten, wenden Sie sich an Kundendienst .
- Für einige Funktionen ist möglicherweise ein Integrations-Add-on erforderlich.
