Genesys Cloud - August 18, 2025

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.

Increased DTMF input limit in Architect flows

Administrators can now configure the Collect Input action in Genesys Cloud Architect to accept up to 40 DTMF digits, an increase from the previous limit of 32. This enhancement gives flow authors more flexibility when designing IVR (Interactive Voice Response) experiences that require longer numeric inputs; for example, extended account numbers, international identifiers, or card details. System validation and integrity controls continue to apply, ensuring reliable input collection even at the increased limit.

Outbound division-aware campaign schedules

Administrators can now assign permissions that allow users to manage campaign schedules only within specific divisions. Agents can view and edit schedules for the divisions they have access to, helping reduce cross-divisional changes and supporting better separation between business units. This update improves control and visibility, especially in larger environments where multiple business units use the same scheduling tools.

WhatsApp outbound campaigns pre- and post-contact triggers

Administrators can now configure pre-contact and post-contact triggers for outbound WhatsApp campaigns. Genesys Cloud emits Kafka events before and after processing each campaign message, allowing Architect workflows to automate tasks such as compliance checks, message enrichment, or follow-up actions. This update helps administrators manage WhatsApp campaigns with the automation and control already available for SMS and email campaigns, supporting more consistent processes across digital outreach channels.

Outbound power and predictive campaigns sort by priority in skills-based dialing 

Administrators can now configure power and predictive campaigns with skills-based dialing to sort contact records by priority. This enhancement ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Genesys Cloud delivers contacts in order of priority across all skill groups, creating a more predictable and efficient dialing process. The ability to sort by priority improves campaign performance by ensuring that top-priority contacts are presented to agents first and is beneficial for organizations with multi-skilled agents and time-sensitive outreach goals.

Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Sensitive data masking support in chat and messaging transcripts is now available for French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), Swiss Germany (de-CH), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-BR), and Spanish Spain (es-ES) and Spanish United States (es-US) languages.

Segment filtering suppression on knowledge articles for Agent Copilot

Administrators can now use an API setting to suppress segment-based filtering on knowledge bases (KBs) used in Agent Copilot. This process allows administrators to use a single knowledge base across multiple touchpoints without duplicating content or maintaining separate KBs. This update helps improve consistency and reduce administrative effort. When enabled via API, Agent Copilot bypasses segment filtering on knowledge content, allowing automatic suggestions, manual search, autocomplete, answer highlighting, and AI-generated responses to surface relevant articles regardless of assigned segments. The API setting is available through the PATCH /api/v2/assistants/{assistantId} endpoint under knowledgeSuggestionConfig in the Developer Center.

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

Workforce management shift trades external activities support

Administrators can now configure shift trade rules that allow agents to trade shifts even when external activities assigned by coaching, learning, or activity plans are present. These rules keep the external activity assigned to the original agent at the original time. This update helps increase shift trading flexibility for agents while preserving the integrity of activities assigned by coaching, learning, or activity plans.