このプレビューでは、次のGenesys Cloudリリースに予定されている機能をリストします。 The features will not be live in Genesys Cloud until April 29, 2024. The feature descriptions in the April 29, 2024 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Enhanced toast, email, or SMS notification alerts
Supervisors can now view alerts with information about conversations, queues, and agents. Genesys includes this information in the single conversation and user presence duration-based alerts. This feature ensures that supervisors and administrators see the interaction, queue, and agent associated with the alert.
Enhanced alerts management
Supervisors can now easily mark all alerts as read or unread and can bulk delete the alerts. This feature enables supervisors to improve efficiency and optimize workload.
Improved native voice transcription accuracy for Korean dialect
Genesys Cloud improved native voice transcription accuracy for the Korean Korea (ko-KR) language.
Genesys Agent Assist summarization moved to the ACW pane
Agents can now retrieve the Genesys Agent Assist summary of their conversation directly from the wrap-up pane. Previously, agents had to navigate back to the Genesys Agent Assist pane to generate the conversation summary after completing the interaction.
プレゼンスやステータスに関係なく、Collaborate for iOS でプッシュ通知を送信します
Users can now select to receive push notifications on Collaborate for iOS, regardless of their presence or status. This feature ensures that Collaborate users constantly receive notifications, instead of only when Collaborate is active on their device.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Finnish, and Norwegian language support
Genesys Cloud now supports Danish Denmark (da-DK), Finnish Finland (fi-FI), and Norwegian Norway (nb-NO) language support for Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows.
Control knowledge behavior from start to finish in Architect digital bot flows
Advanced flow authors can now create and designate a reusable task that runs immediately after the bot finds a match to one or more knowledge articles. This feature gives flow authors more control over how to adapt flow behavior from start to finish, and to decide when to show the knowledge article, disambiguation, and feedback. For example, flow authors can store the matched knowledge articles, which the bot typically uses in the knowledge handling, as a flow variable in an Ask for action and then determine what happens next in the task and better guide the customer journey. The Architect actions that trigger the reusable knowledge task are Wait for Input and Digital Menu.
Evaluate schedule groups in Architect bots and digital bots before ACD transfer
Flow authors can now configure flows to evaluate schedule groups before they run the Transfer to ACD action in Architect voice and digital bot flows. This feature enables the bot to determine if a queue is available for transfer; for example, during regular office hours, before it escalates the conversation to an agent or takes another action.
非推奨の延期: 従来の警告システム
On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to April 1, 2024. Genesys has further postponed this date to June 3, 2024. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. Genesys recommends that affected customers create a backup of their latest bots in production.
