Genesys Cloud – 即将推出的功能
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until April 21, 2025. The feature descriptions in the April 21, 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.
功能的可用性可能有所不同，并且取决于多种因素，包括但不限于区域准备情况、产品许可和 Genesys 发布时间表。 有关详细信息，请参阅Genesys Cloud 发布时间表。
2024 Genesys CIDR 扩展和防火墙要求通知
请采取行动现在以避免服务中断。 到 2025 年 5 月 3 日，为防止服务中断并确保服务连续性，客户必须采取以下步骤：
- 配置他们的防火墙以允许访问新的 CIDR IP 地址。
- 完成所有适用的准备情况测试。
- 阅读整个 2024 Genesys CIDR 扩展 - 商业公告。
多语境面板
在接下来的几周内，代理多上下文面板体验将成为 Genesys 的新工作空间体验。一旦获得多上下文面板体验的新权限，代理就不再需要选择加入，但是随着管理员向所有用户推出权限，我们将在较长时间内保留旧版体验。有关详细信息，请参阅代理 UI 多个上下文面板。
Access workbin and worktype names in task management events
Administrators can now view both workbin name and worktype name in task management events. This addition helps developers create deployments to reuse across Genesys Cloud organizations, including during blue or green deployments. Previously, task management events only included object IDs such as workbin and worktype GUIDs. Now, developers can reference objects by name instead of ID to ensure their scripts work across multiple environments without the need for manual changes. This update is especially helpful for organizations that maintain separate development and production environments and want to maintain consistency without duplicating effort.
Bulk Export API to export external contacts and related data
Administrators can now use the Bulk Export API to extract customer profile data, including external contacts, and organizations in CSV format. This process makes it easier to manage and maintain external contact records across environments. Organizations can use the exported data used for bulk updates, deletions, and merges before they import it back into Genesys Cloud via the bulk import feature. This feature helps improve the accuracy and consistency of contact data during re-entry, and supports such broader data needs, as importing customer profile data into internal data warehouses, using the data for training and validation, or for preparing data for cleanup or migration.
Agent Copilot assigned at the queue member level
Administrators can now assign Agent Copilot at the individual user level within a queue. This update helps improve flexibility and control by allowing administrators to decide exactly which agents receive support from Agent Copilot, on a queue, rather than enabling it broadly across an entire queue.
弃用：代理辅助 AI 体验令牌配置
The deprecation date was postponed from April 28, 2025, to May 26, 2025. On May 26, 2025, Genesys will discontinue support for Agent Assist provisioning via Genesys Cloud AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organizations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud AI Experience tokens.
Deprecation: Presence update requires new permission
On June 23, 2025, Genesys Cloud will require the presence:userPresence:edit permission to update another user’s presence. This change affects any use of the PATCH /api/v2/users/{userId}/presences/{sourceId} API. To ensure continued functionality, administrators must grant this permission to any roles or users that need to update another user's presence via the API.
