Genesys Cloud – Funktionen in Kürze verfügbar
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until March 17, 2025. The feature descriptions in the March 17, 2025 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.
Die Verfügbarkeit der Funktionen kann unterschiedlich sein und hängt unter anderem von folgenden Faktoren ab: Bereitschaft in der jeweiligen Region, Produktlizenzierung und Veröffentlichungszeitplan von Genesys. Weitere Informationen finden Sie im Veröffentlichungszeitplan für Genesys Cloud .
2024 Genesys CIDR-Erweiterung und Benachrichtigung zu Firewall-Anforderungen
Bitte ergreifen Sie Maßnahmen Jetzt um Dienstunterbrechungen zu vermeiden. Um Dienstunterbrechungen zu verhindern und die Dienstkontinuität sicherzustellen, müssen Kunden bis zum 5. April 2025 die folgenden Schritte unternehmen:
- Konfigurieren Sie ihre Firewalls, um den Zugriff auf die neuen CIDR-IP-Adressen zu ermöglichen.
- Führen Sie alle relevanten Bereitschaftstests durch.
- Lesen Sie den gesamten 2024 Genesys CIDR-Erweiterung – Kommerzielle Ankündigung .
Multikontextbezogene Bedienfelder
Die Opt-in/Opt-out-Frist für diese Funktion endet am 31. März 2025. Ab diesem Datum verwenden alle Agenten nur noch die neue Erfahrung mit mehreren kontextbezogenen Panels. Weitere Informationen finden Sie unter Mehrere kontextbezogene Bedienfelder der Agent-Benutzeroberfläche.
Genesys Cloud for X (Twitter) direct messaging integration
Administrators can now use the Genesys Cloud for X (formerly Twitter) direct messaging as a native messaging channel in Genesys Cloud. This integration allows agents to respond privately to customer messages sent to an organization’s X business account, supporting both direct conversations and public posts that transition into private conversations. With this update, Genesys Cloud provides built-in support, simplifying setup and management while keeping customer interactions within the platform’s native messaging framework.
Introducing Genesys Cloud Social
Genesys introduces Genesys Cloud Social, which enables administrators to organize and route both public and private social media messages from customers on X and Facebook. This feature allows administrators to set up social escalation rules to direct these interactions to agents, and then agents can view and respond to these messages. Also, supervisors and managers can access listening analytics in the Social Listening Performance view, review individual posts in the Social Listening Post view, and can analyze conversational data across multiple performance views. This feature helps improve social media management, making it easier to track, route, and respond to customer communications across X and Facebook.
Work Automation List view OR queries
Administrators can now use an OR operator, in addition to the existing AND operator, when they query workitems in the Work Automation List view. Within a single worktype grouping, conditions can be connected via either AND or OR. This enhancement makes it easier to find workitems based on broad or specific criteria, such as tags, skills, service level agreements (SLAs), or custom attributes. For example, case managers can now quickly answer questions like:
- How many cases have a specific skill?
- How many cases are tagged within a particular region?
- How many cases meet multiple criteria across different case types?
Sensitive data masking support for English chat and messaging transcripts
Sensitive data masking support in chat and messaging transcripts is now available for all English dialects.
ACD voicemail transcription
Administrators can now enable ACD voicemail transcription in the organization's settings, which allows agents to read voicemail transcripts directly within the platform. This feature helps agents quickly understand the reason for a call and gather relevant information before returning it.
Ukrainian language support
User interface support in Genesys Cloud is now available for Ukrainian-Ukraine (uk-UA).
Deprecation: Documents UI Audit tab
Genesys Cloud deprecated the Audit tab in the documents UI.
Deprecation: Auto answer pop-up toast
Genesys Cloud no longer supports the auto answer pop-up toast for agent, and queue settings.
Deprecation: Genesys Enhanced TTS - Google European Voices
On April 15, 2025, Genesys will no longer support certain Google European voices in Genesys Enhanced Text-to-Speech (TTS) integrations. Google is deprecating these European text-to-speech (TTS) voices. Genesys Cloud recommends that customers who use these TTS voices switch to alternative TTS voices in their Architect flows.
