Genesys Cloud FedRAMP リージョン – 近日中に機能追加予定
This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until December 2, 2024. The feature descriptions in the December 2, 2024 Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.
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。
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.
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.
Web messaging Hungarian, Ukrainian, and Vietnamese support
Genesys Cloud now supports Hungarian (hk), Ukrainian (uk), and Vietnamese (vi) in the Messenger window.
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
- インタラクション
- Agent Interaction Detail
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.
