Genesys Cloud - Fonctionnalités à venir
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until September 9, 2024. The feature descriptions in the September 9, 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.
La disponibilité des fonctionnalités peut varier et est basée sur des facteurs tels que, mais sans s'y limiter, la préparation de la région, les licences de produits et le calendrier de publication de Genesys. Pour plus d'informations, consultez le calendrier des versions de Genesys Cloud à l'adresse .
2024 Genesys CIDR expansion et notification des exigences en matière de pare-feu
During the week of October 28, 2024 Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.
Messenger session persistence
Administrators can now enable session persistence for Messenger across sub-domains within the same domain. This feature allows conversations and the ability to track customer journeys to continue as customers move between different sub-domains; for example, from sales.business.com to help.business.com, and prevents an interruption in the customer experience as they browse across a brand's website. Previously, sessions reset when customers navigated between sub-domains.
Remote management of messaging interfaces
Administrators can now integrate no-code or low-code embeddable UIs for asynchronous messaging directly into native mobile apps. This feature enables administrators to manage these interfaces remotely with the following capabilities, and allows for quick adjustments and optimizations without interrupting service. Remote management provides greater control and flexibility and makes it easier to respond to user needs and streamline the update process.
- Conversation Auto-start
- Conversation disconnect
- Attributs personnalisés
- Bot - Quick Replies
- Agents can send files to end-users
Enhanced queue activation panel with search and pagination in agent detail views
Administrators can now search and page the queue activation panel in agent detail views. If the search request returns more than 25 queues, then pagination controls allow users to navigate through the results. This update improves the overall usability and ensures that all queues are accessible.
Extended voice transcription services support for Hindi
Extended voice transcription services (EVTS) support is now available for Hindi (hi-IN). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry.
Knowledge workbench connectors for Salesforce and ServiceNow
Genesys Cloud introduces built-in knowledge base connectors for Salesforce and ServiceNow. This feature enables knowledge authors to add and configure third-party content and then surface that knowledge in bots, Agent Copilot, Messenger, and the knowledge portal. Knowledge authors can use existing knowledge management tools that contain historical company content without recreating or importing it into the Genesys Cloud knowledge workbench. Before the organization can add source content, administrators must first add the Salesforce or ServiceNow integration. Built-in connectors that sync existing content promotes knowledge base and article management.
Agent Copilot AI-generated answers from manual search
Agents can now view a summarized answer generated by artificial intelligence (AI) at the top of Agent Copilot search results. This feature enables agents to receive fast and personalized answers to customer queries, in addition to highlighted answers within search results. AI-powered search results benefit knowledge authors and Copilot admins as they leverage additional resources, including knowledge base connectors such as Salesforce and ServiceNow, and larger PDF and Word documents. In this release, AI generates answers from the first search result only; however, a future release will include answer generation across the top 3 to 5 articles.
