Genesys Cloud - January 13, 2025

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

重要的
到 2025 年 2 月 1 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。
  • 阅读完整的 2024 年 Genesys CIDR 扩展 - 商业公告
Genesys 此前宣布，在 2024 年 12 月 7 日这一周，Genesys 将迁移用于 Genesys Cloud 面向公众的媒体服务的额外 /18 CIDR IP 地址块。 Genesys 将该日期推迟至 2025 年 2 月 1 日。这些地址补充了现有的区域并涵盖了未来区域的增长。新的 IP 范围是 136.245.64.0/18。此外，Genesys 将扩展 RTP 端口范围并将 Force TURN IP 地址移动到新的 Genesys CIDR 块。

其他明细

One of the following licenses:

  • 所有许可证都包含此功能。

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客户参与
多区域和多组织

SMS and E-mail campaign automation using campaign rules

Administrators can now automate operations for SMS and email campaigns using campaign rules, including conditions and actions. This enhancement enables campaign rules to operate simultaneously across digital (SMS and email) and voice campaigns and streamlines campaign management. Also Change Campaign Template and Set Campaign Messages Per Minute actions are now available for digital campaigns. These actions provide greater flexibility and control over digital channel operations.

其他明细

One of the following licenses:

  • Genesys Cloud
  • Genesys Cloud

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客户参与
出站活动和拨号器

Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts

Genesys Cloud native voice transcription in English now more accurately adds capitalization, periods, question marks, and commas where applicable, as well as shows spoken numbers as digits int he transcription. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance.

其他明细

One of the following licenses:

  • Genesys Cloud 1 WEM 附加组件 II
  • Genesys Cloud 2 WEM 附加组件 I
  • Genesys Cloud
  • Genesys Cloud EX

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数据、分析和报告
语音和文本分析

Hindi programs, topics, and phrases support

Programs, topics, and phrases support is now available for Hindi (hi-IN).

其他明细

One of the following licenses:

  • Genesys Cloud 1 WEM 附加组件 II
  • Genesys Cloud 2 WEM 附加组件 I
  • Genesys Cloud
  • Genesys Cloud EX

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数据、分析和报告
语音和文本分析

Complex journeys persist in post calculation sequenced path order on Journey Management

Administrators can now ensure that event cards in journey management persist in the same order as they were constructed, even after the journey is calculated, saved, or retrieved later. This enhancement provides a clear and logical sequence for viewing results in journeys with multiple paths and simplifies the management and review of large, complex journeys that contain up to 20 branches. The event card order remains consistent, which helps users better understand and analyze journey outcomes.

其他明细

One of the following licenses:

  • Genesys Cloud
  • Genesys Cloud
  • Genesys Cloud

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数据、分析和报告
旅程管理

Add descriptions to collaborate chat rooms

Administrators can now add or edit descriptions for Collaborate chat rooms, which enables room owners to provide more context and information about the room’s purpose. A chat room description helps participants understand the role of the chat room and the intended focus beyond the title. This enhancement reflects feedback from users and internal teams who requested alignment with the capabilities of other chat platforms.

其他明细

One of the following licenses:

  • 协作

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员工工作效率
统一通信和协作

改进的延迟工作负载预测算法

Genesys 提高了劳动力管理延期工作算法中短期延期工作量预测的准确性。 更新后的算法更有效地考虑了延迟工作执行的时间，从而可以更好地预测工作量分布。这些改进有助于劳动力管理人员和调度人员更加自信、更加精确地进行规划，减少潜在的效率低下，并使工作量估计与实际情况更加紧密地结合起来。 

其他明细

哪里：

  • Admin > Workforce Management > Forecasting

One of the following licenses:

  • Genesys Cloud 1 WEM 附加组件 II
  • Genesys Cloud 2 WEM 附加组件 I
  • Genesys Cloud
  • Genesys Cloud 3 Digital
  • Genesys Cloud EX

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员工敬业度
预测
注意：
  • Genesys Cloud 支持按地区从周一开始发布功能，并于周四结束前完成。如果您在下一个工作日之前没有看到对您的组织启用的功能，请查看发行说明和相关文档中提供的所需订阅和权限。如果您确认订阅和权限后仍然遇到问题，请联系客户服务。
  • 某些功能可能需要集成插件。