Genesys Cloud - Fonctionnalités à venir

Panneaux multi contextuels

Cette fonction permet aux agents d'afficher simultanément plusieurs panneaux contextuels afin de se concentrer plus efficacement sur les conversations avec les clients, avec un contexte complet visible d'un seul coup d'œil.

Access and promote external contacts directly in Architect

Flow authors can now use a built-in variable to reference externalContactId in Architect flows without needing custom data actions. A new native action also allows promoting an ephemeral or identified contact to a curated external contact directly within the flow. These enhancements help streamline contact handling and expand native support for external contact operations in Architect.

Internal article linking within the knowledge base

Web Messenger Knowledge App users can now navigate to other articles within the same knowledge base. Internal links open in the same page. New breadcrumb navigation also makes it easier to explore article categories. These updates help streamline browsing, reduces the need for new tabs, and improve the overall reading experience.

Search transcript content up to 90 days back

Users can now search for words and phrases in transcripts from interactions that occurred up to 90 days ago (an increase from the previous 60-day window). This update helps teams review a broader range of customer interactions for quality assurance, compliance checks, and performance insights. With a longer lookback period, users gain more flexibility in identifying patterns, addressing concerns, and supporting operational analysis.

Improved native voice transcription readability for Portuguese

Genesys Cloud improved native voice transcription readability for Portuguese dialects (pt-PT and pt-BR). These enhancements apply to capitalization, punctuation, and normalization of digits for Portuguese language transcripts.

Exclude existing topics and phrases from topic mining

Administrators can now set configuration to ignore topics and phrases already configured in an organization. This feature helps reduce duplicate suggestions and keeps the focus on identifying new and relevant conversation patterns. A global exclude list is also available, allowing teams to filter out specific words or phrases from mining results for cleaner, more actionable insights.

Manage expiring and expired exports in the scheduled exports view

Users can now see details about expiring and expired exports directly within the analytics workspace scheduled exports view. This feature helps users take timely actions such as renewing or downloading exports before expiration and also adds the ability to copy Export IDs and Run IDs for easier troubleshooting and tracking. The ability to view these exports improve visibility and control over export data, helping to streamline export management.

Enable focus mode for agent apps

Agents can now use focus mode to expand supported apps (for example, scripts or third-party tools) across the full workspace. This update helps improve visibility and interaction by hiding other panels and navigation, reducing clutter and allowing agents to concentrate on complex tasks. Focus mode is especially helpful for apps that exceed current layout dimensions, offering a more streamlined experience without requiring UI changes.

Amélioration de la synchronisation des messages lus et non lus du chat de Collaborate

Les utilisateurs de Genesys Cloud bénéficient désormais d'une synchronisation côté serveur des messages lus et non lus dans Collaborate sur mobile, bureau et web. Cette amélioration garantit un état cohérent du message sur toutes les plateformes et résout les problèmes antérieurs, notamment :

• Disparition des indicateurs de lecture après actualisation
• Suppression inattendue des notifications de chat de groupe
• Messages non lus manqués

Les messages lus dans Collaborate mobile se synchronisent désormais automatiquement avec l'expérience Web et de bureau. Les indicateurs de messages non lus persistent également de manière fiable après une actualisation de l'application, offrant ainsi une expérience de messagerie plus transparente. Après cette mise à jour, les utilisateurs peuvent constater le comportement suivant :

• Augmentation temporaire du nombre de pièces non lues. Ce comportement se résout après l'ouverture de chaque pièce.
• Messages marqués comme lus uniquement lorsque la pièce est entièrement chargée. Le fait de changer rapidement de salle ou d'appuyer sur la touche Esc peut laisser des indicateurs non lus visibles jusqu'à ce que l'on entre à nouveau dans la salle.

Pour garantir une fonctionnalité de synchronisation complète, Genesys recommande aux organisations de mettre à jour les dernières versions des applications Collaborate :

• iOS : 2025.10217.0
• Android : 20250611.131
• Bureau : Dernière version disponible

Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Genesys Agent Copilot and Genesys Virtual Agent now supports Danish Denmark (da-DK), Finnish Finland, (fi-FI) and Norwegian Norway (nb-NO). 

Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Genesys Virtual Agent now supports Arabic UAE (ar-AE), Hindi (hi-IN), Korean Korea (ko-KR), and German Switzerland (de-CH) dialects.

Set limits on shift types and weekend work in schedules

Administrators and schedulers can now define minimum and maximum limits for specific shift types and set the number of required working weekends directly within a work plan. These controls help create fairer schedules by distributing critical or less desirable shifts and weekend work more evenly across employees. This update supports compliance with organizational and regional scheduling guidelines while improving consistency in shift planning.

Increased number of AI-scored questions allowed in evaluation forms

Genesys Cloud increased the number of AI-scored questions allowed on evaluation forms from 15 to 20. This update helps quality assurance teams design more detailed evaluations that capture a wider range of agent skills and behaviors. With this added flexibility, AI can support more of the evaluation process, helping to improve consistency and reduce manual effort as QA programs extend.