近日公開予定の機能

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。 この機能がGenesys Cloudで稼働するのは、2022年11月30日以降となります。 11月30日Genesys Cloud リリースノート の機能説明には、Resource Center または Developer Center にある付属のドキュメントへのリンクが含まれる予定です。

今後のGenesysCloud機能リリースについては、を参照してください。 今後のリリース発表

Communicate

Ringtone options for web and desktop apps

Genesys Cloud added ten new ringtone options. These additional choices allow users to select a different ringtone than their nearest co-worker. A future release will include ringtone options for the embedded framework and mobile apps. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Contact Center

Predictive routing queue impact report

Contact center managers and supervisors can use the new predictive routing queue impact report to view predictive routing performance for a collection of KPIs in addition to the target KPI. The report contains more detailed information that shows the potential impact of predictive routing on other KPIs, such as Average wait, Over SLA, and Transfer %, with the main predictive routing optimized KPI. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Limited details for interactions older than 1.5 years available in all regions

Contact center managers and supervisors can now use the Interaction Details view to display limited information, including recording playback, about interactions older than 1.5 years. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Auto search for callbacks and outbound campaign calls in the Profile panel

Agents can now automatically view contact search results in the Profile panel on callbacks and outbound campaign calls. Agents then select the contact from the search list or can create a new contact with that phone number. Previously, agents manually entered the phone number for a callback or outbound campaign call into the search box. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Offset parameter added in recording bulk job API

Developers can now specify the number of days from the creation date of recordings to bulk export or bulk delete the recordings with the recording bulk job API. Previously, developers needed to specify an absolute date. Developers can use this offset parameter to retroactively fix the export date or delete date of past recordings if they misconfigured their quality management policy. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Do Not Contact list endpoints for record removal

Developers and administrators can now use two new API endpoints to remove single or multiple records and expired or all records from a Do Not Contact (DNC) list. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Genesys Messenger support for Hebrew

Genesys Messenger support is now available for Hebrew (he). This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Tempo icon in Genesys Cloud

Agents can now click a new mobile phone icon in the side panel of the Genesys Cloud workforce management agent schedule view. From this icon, agents can learn more about Tempo, Genesys Cloud’s native mobile workforce management app. Agents can also access links and QR codes to download the app onto their mobile phone. Administrators can use the Mobile > Tempo > View permission to enable or disable the icon for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Workforce management time-off plan accessibility improvements

Genesys Cloud updated the Time-Off Plans user interface view to improve accessibility. These changes include minor updates to the clarify the process of selecting whether agent time-off counts against the time-off limit. These changes do not impact the workflow of the user interface. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Knowledge workbench V2 accessibility improvements

Genesys Cloud updated the knowledge workbench V2 user interface to improve accessibility and customer experience. These changes include minor updates to ensure consistency between views and user interface elements, highlighting for objects in focus, and expanded color options for categories and labels. These changes do not impact the workflow of the UI. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

機能の廃止とお知らせ

Microsoft Edge レガシーブラウザのサポート終了について

On December 7, 2022, Genesys ended support for the Microsoft Edge Legacy browser for the Genesys Cloud web app. For more information, see Deprecation: Microsoft Edge Legacy browser support. This feature has no restriction by user or required user to access.

 メモ:   この機能リストは変更される可能性があります。