Genesys Cloud - October 14, 2024

2024 Genesys CIDR 拡張およびファイアウォール要件通知

管理 UI での電話リソースの制限

Administrators can now view telephony resource limits directly in the admin UI. This feature provides visibility into external and phone trunks, sites, phone lines and settings, extension assignments, schedules and schedule groups, call routes, and emergency groups. With this update, telephony administrators can monitor resource usage, helping them analyze current capacities and make informed decisions regarding resource allocation and management.

ヨーロッパの組織向けの自動タイムゾーンマッピングのサポート

Administrators can now enable the Automatic Time Zone Mapping feature for North American, Canadian, and Caribbean number mapping in outbound campaigns for European deployments, as well as for North American organizations. This feature enables European organizations to automatically map time zones when they dial contacts both within and outside Europe. By aligning European deployments with existing functionality, administrators can better streamline contact management and improve outbound campaign efficiency. To ensure accurate time zone mapping for U.S. numbers, a separate calling list containing only U.S. numbers is required.

キャンペーンルールのルール条件と高度な機能

Administrators can now apply additional rule conditions and advanced features when they configure campaign rule sets. The new conditions include the count of contacts attempted, successful, neutral, or failed business outcomes, right-party contacts, and the percentage of valid campaign attempts. This feature provides administrators with greater flexibility as they define when and how rules trigger within campaigns. Administrators can also group conditions and control action execution more precisely and configure actions based on specific campaign events.

外部連絡先の識別子クレーム管理

Administrators can now view and manage identifier claims more effectively with new iconography in the Profile panel and External Contacts view. The icons indicate whether social, email, and phone identifiers are claimed by a contact, which enables users to view the status of these identifiers at a glance. Administrators can also reassign identifier claims from one contact to another, in the External Contacts view.

旅程分析のためのインタラクティブチャート

Administrators can now create and manage up to 10 interactive charts within the Journey Analysis canvas to gain a better understanding of event trends and customer behavior patterns. This feature enables administrators and supervisors to analyze trends over time, track progress, and explore relationships between variables with data that is consistent with existing journey queries. 

ボイスメール指標へのスーパーバイザーのアクセス

Administrators can now enable supervisors to access detailed voicemail information for their agents through secure API endpoints. This update provides supervisors with the ability to retrieve voicemail mailbox details and individual voicemail messages, helping to improve tracking and accountability within the organization. With the introduction of two new API endpoints, supervisors can now:

• Retrieve a list of voicemail messages for a specific user using GET /api/v2/voicemail/users/{userId}/messages.
• Access details about a specific user's voicemail mailbox using GET /api/v2/voicemail/users/{userId}/mailbox.

This feature enhances organizational efficiency by allowing supervisors to track key metrics such as Read Voicemail, Deleted Voicemail, and Note Written for Voicemail, along with their time stamps. Also, the support for Client Credentials grants secure API authentication, ensuring that only authorized personnel access voicemail information. Division-aware permissions control access, allowing for tailored oversight based on organizational structure. The feature toggle allows for a controlled rollout and management of this capability.

日中モニタリングとスケジュール エディター ビューの間隔レベルのパフォーマンス メトリックの調整

Administrators can now access interval level performance metrics that consistently align between the Intraday Monitoring and Schedule editor views. This feature standardizes performance projections across both interfaces by displaying uniform dynamic service level data. This feature helps to ensure that administrators have a consistent view of service level predictions, which can improve decision-making and workforce planning accuracy.

将来の有効日を持つ作業計画を手動で割り当てる

Administrators can now assign employees to work plans with a future effective date using manual assignment. This feature allows administrators to set up work plan changes in advance, making it easier to manage planned transitions like shifts from full time to part-time schedules. The schedule engine automatically applies these updates during future schedule generation, reducing the need for same-day changes and minimizing manual workload.