Genesys Cloud - January 24, 2024

すべて展開

データ分析とレポート作成

日本語のネイティブ音声の書き起こし精度の向上

詳細については、以下を参照してください。Genesys Cloud対応言語.

従業員の生産性

組み込みクライアントの非アクティブ タイムアウトの強化

Agents can now experience improved logout functionality with system enhancements focused on automated logout or token revocation. For more information, see Set an automatic inactivity timeout. この機能は、ユーザーまたは必要なユーザーによるアクセスを制限するものではありません。 

オープンプラットフォーム

人員エンゲージメント

通話保留中にレコーディングを抑制する

Administrators can now disable call recording when a call is on hold. This configuration option helps decrease data storage usage, enhance quality management efficiency, and ensure compliance with consumer privacy regulations. For more information, see Work with an interaction overview, Enable recording, and Call recording in Genesys Cloud overview. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, and Genesys Cloud CX 3.

機能の廃止とお知らせ

廃止予定： 従来の ACD Web チャット

On June 30, 2024, Genesys will no longer support the legacy ACD web chat version 1, accessible through the chat widget version 1. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger. Genesys will deprecate ACD web chat version 2 and the corresponding chat widget versions (version 1.1 and version 2.0) at a later date. For more information see, Deprecation: Removal of ACD Web Chat. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, and Genesys Cloud CX 3 Digital.

廃止予定： Genesys Cloud 向け Google エージェント アシスト

On January 24, 2024, Genesys Cloud will discontinue development and support for the Google Agent Assist offer. Customers can continue to use the feature until the End-of-Life (EOL) date on August 31, 2024. For more information, Deprecation: Google Agent Assist for Genesys Cloud. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3.

廃止予定： 従来のコブラウズと画面共有

On June 30, 2024, Genesys will remove support for legacy co-browse via co-browse deployments (chat and voice) and screenshare. Genesys recommends that customers who use the legacy co-browse migrate to the co-browse for Messenger, which supports web messaging and voice. Genesys recommends that customers who use screenshare assess whether co-browse can accommodate use cases and if not, explore suitable feature replacements from Genesys AppFoundry partners. 詳細については、廃止予定： Legacy co-browse and screenshare. This feature requires one of the following licenses: Genesys Cloud CX 3, and Genesys Cloud CX 3 Digital.