Genesys Cloud - June 30, 2025
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 .
Panneaux multi contextuels
Dans les semaines à venir, l'expérience du panneau multi contextuel de l'agent deviendra la nouvelle expérience de l'espace de travail de Genesys. La nécessité pour un agent d'accepter la nouvelle permission pour l'expérience du panneau multi contextuel a été supprimée, mais nous laisserons l'ancienne expérience disponible pendant une période prolongée lorsque les administrateurs déploieront les permissions à tous les utilisateurs. Pour plus d'informations, voir Panneaux contextuels multiples de l'interface utilisateur de l'agent.
Les administrateurs de centres d'appels peuvent utiliser des panneaux multi contextuels pour améliorer l'efficacité des agents en réduisant le nombre de clics. Cette fonction permet aux agents d'afficher simultanément plusieurs panneaux contextuels afin de se concentrer plus efficacement sur la conversation avec le client, tout le contexte étant visible d'un seul coup d'œil.
L'une des licences suivantes :
- Toutes les licences incluent cette fonction.
En savoir plus :
Enhanced groups profile configuration
Genesys Cloud refreshed the style of the groups profile page in Admin > Directory > Groups. The update includes modernized buttons, text formatting, tables, and menus to align with current UI standards. These improvements do not impact the existing functionality and help create a more consistent and intuitive administrative experience.
L'une des licences suivantes :
- Toutes les licences incluent cette fonction.
En savoir plus :
Sort contacts by priority in skills-based dialing for progressive campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in progressive campaigns. This feature ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Contacts are delivered in priority order across all skill groups, creating a more predictable and efficient dialing process. This enhancement improves campaign performance by ensuring top-priority contacts are reached sooner and is especially beneficial for organizations with multi-skilled agents and time-sensitive outreach objectives.
L'une des licences suivantes :
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud3
- Genesys Cloud 4
En savoir plus :
Sort contacts by priority for skills-based dialing in Preview campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in Preview campaigns. 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. This update improves campaign performance by ensuring that top-priority contacts are presented to agents first and is especially beneficial for organizations with multi-skilled agents and time-sensitive outreach goals. No special configuration is required beyond enabling dynamic sorting for the campaign.
L'une des licences suivantes :
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud3
- Genesys Cloud 4
En savoir plus :
Workitems List View filter enhancements
Administrators, agents, and supervisors can now use enhanced filter options in the workitems List View. This feature allows users to filter workitems across multiple workbins, rather than being limited to a single workbin, which provides greater flexibility and efficiency when locating specific workitems. Also, agents and supervisors who preview a workitem now see the values of custom attributes, even when those values are null. Previously, custom attributes with null values were hidden from the preview.
L'une des licences suivantes :
- Complément d'automatisation du travail
En savoir plus :
Enable or disable Last Agent Routing for digital conversations
Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can choose to route conversations only if the last agent is a member of the conversation queue, or allow routing even if the agent is not a member of the queue. Previously, LAR was always enabled by default. With this update, administrators gain greater control over routing behavior. Routing conversations to the last agent who handled them helps maintain context and ensures a more seamless customer experience.
Où :
- Admin > Contact Center > Queues >
> General tab > Last Agent Routing (LAR) - Digital Conversations
L'une des licences suivantes :
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud3
- Genesys Cloud 3 Digital
En savoir plus :
Improved readability of native voice transcription in Spanish language transcripts
Genesys Cloud native voice transcription now supports capitalization, punctuation, and normalization of digits for Spanish language transcripts.
L'une des licences suivantes :
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud3
- Genesys Cloud EX
En savoir plus :
Unified and scalable Genesys Cloud CX conversation data extraction
Genesys Cloud CX customers and partners can now access near real-time, flattened conversation data through a scalable Lakehouse Data Stream. This capability continuously delivers updated files to Amazon S3 with a rolling 3-day lookback window, simplifying integration with cloud data warehouses such as Amazon Redshift or Snowflake. The Lakehouse Data Stream reduces reliance on fragmented APIs and manual data stitching, providing consistent, incremental access to rich omnichannel interaction data. This foundation enables advanced analytics, reporting, and in a future release, data lakehouse-ready architecture. Beginning June 30, 2025, customers may opt in to a limited-availability program to begin leveraging this capability. Contact your account team for details.
L'une des licences suivantes :
- Genesys Cloud3
- Genesys Cloud 4
En savoir plus :
Customizable summaries in AI Studio
Administrators can now customize how summaries appear in Agent Copilot. These configurations customize the summaries that Agent Copilot generates, including level of detail, custom insights, formatting, PII avoidance, and other insights. This feature helps reduce after call work (ACW), and if combined with accurate transcription, allows for more precise capture of the integration and a faster way for supervisors or quality managers to review an interaction. This feature is currently only available for all English dialects and Spanish ES-US.
Où :
- Admin > AI Studio > Summary Workbench
- Admin > Contact Center > Agent Copilots
L'une des licences suivantes :
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud3
- Genesys Cloud 4
En savoir plus :
New Genesys Cloud Voice phone number inventory report
Genesys Cloud Voice administrators can now access and export a report that lists all active Genesys Cloud Voice phone numbers in their organization. This report provides a clear overview of phone number inventory, making it easier to manage and audit assigned numbers.
L'une des licences suivantes :
- Toutes les licences incluent cette fonction.
En savoir plus :
Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type
Genesys CX Cloud now supports the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to CX Cloud from Genesys and Salesforce using PKCE, providing a more secure alternative to the Implicit Grant flow. This enhancement improves login security for agents accessing CX Cloud via Genesys or Salesforce integrations.
L'une des licences suivantes :
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud3
- Genesys Cloud 4
En savoir plus :
Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Administrators can now set an inter-digit timeout for virtual agents and bot flows. This feature sets the amount of time, in seconds, that the bot waits for a participant to press the next digit before proceeding. This feature improves the customer experience in scenarios when they need extra time to enter long numbers or other information.
Où :
- Admin > Architect > Architect > Bot Flow > Settings > User Settings > DTMF Settings
L'une des licences suivantes :
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Expérience Genesys Cloud AI
En savoir plus :
Genesys Cloud Virtual Agent language support for Italian
Genesys Cloud Virtual Agent now supports Italian (it-IT).
L'une des licences suivantes :
- Expérience Genesys Cloud AI
En savoir plus :
Introducing Guides in AI Studio
Genesys Cloud introduces Guides for virtual agents in AI Studio, the new central hub in Genesys Cloud for building AI experiences. AI Studio Guides enable business teams to create intelligent and adaptable virtual agents using natural language and the power of AI. Organizations can deploy their guides within Virtual Agent enabled flows in Architect, blending structured logic and agentic AI in a safe, scalable way.
Où :
- Admin > AI Studio > Guides
L'une des licences suivantes :
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud3
- Genesys Cloud 4
En savoir plus :
Introducing AI Studio
Genesys Cloud introduces AI Studio, Genesys's command center for building and managing the next generation of AI-powered customer experiences. AI Studio enables business teams to build, manage, and deploy AI experiences through a unified and intuitive workbench ensuring consistency, scalability, and built-in governance.
Où :
- Admin > AI Studio
L'une des licences suivantes :
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud3
- Genesys Cloud 4
En savoir plus :
Workforce management capacity planning
Planners can now create long-term capacity plans to project staffing needs for each planning group up to two years in advance. This feature enables contact centers to identify potential overstaffing and understaffing, align hiring strategies with forecasted demand, and improve long-term workforce planning and goal setting.
Où :
- Admin > Workforce Management > Capacity Planning
L'une des licences suivantes :
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
En savoir plus :
Dépréciation : Stockage des fichiers de localisation du SDK Mobile Messenger
Genesys Cloud no longer supports the current storage of Mobile Messenger SDK localization files hosted in the Genesys managed S3 buckets. Localization files are no longer maintained through Genesys S3 storage. To ensure continued access to localization functionality, Genesys Cloud recommends that you upgrade to Mobile Messenger SDK version 1.13 or later, which provides an updated approach to localization file management.
L'une des licences suivantes :
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud3
- Genesys Cloud 3 Digital
En savoir plus :
Désapprobation : BYOC Premises Edge survivabilité à distance
Genesys Cloud no longer supports the BYOC Premises Edge Remote Survivability feature. Genesys Cloud is retiring Remote Survivability due to limitations that prevent consistent and reliable operation during an internet outage. Specifically, when a BYOC Premises Edge loses internet connectivity, IVR flows cannot be delivered predictably, ACD calls cannot be routed to active agents, and AI-powered features that require real-time media processing become unavailable.
L'une des licences suivantes :
- Toutes les licences incluent cette fonction.
En savoir plus :
Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions
Genesys Cloud no longer supports Genesys Predictive Engagement for Genesys Engage hybrid solutions, which include Genesys Engage on-premises, Genesys Engage Cloud, and Genesys Engage Multicloud. As part of this deprecation, Genesys Cloud discontinued the sale and renewal of licenses for these hybrid solution deployments. To ensure that customers continue to benefit from the latest innovation and capabilities, Genesys Cloud is migrating all existing customers using Genesys Predictive Engagement on Genesys Engage hybrid solutions to Genesys Predictive Engagement on Genesys Cloud CX. All organizations currently using Genesys Predictive Engagement on Genesys Engage on-premises, Genesys Engage Cloud, or Genesys Engage Multicloud, are affected.
L'une des licences suivantes :
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud3
- Genesys Cloud 3 Digital
- Expérience Genesys Cloud AI
En savoir plus :
- Genesys Cloud permet la mise à disposition de fonctionnalités à partir du lundi et jusqu'au jeudi en fin de journée, par région. Si une fonctionnalité n'est pas activée pour votre organisation le jour ouvrable suivant, vérifiez les abonnements et les autorisations nécessaires indiqués dans les notes de mise à jour et la documentation connexe. Si vous confirmez l'abonnement et les autorisations et que vous rencontrez toujours des problèmes, contactez le service clientèle de .
- Certaines fonctionnalités peuvent nécessiter un module complémentaire d'intégration.
