Genesys Cloud - July 1, 2024

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。

Limit agent actions during co-browse sessions

Administrators can now further limit agent actions during a co-browse session, allowing agents to act only as spectators rather than guide the co-browse experience. Administrators can disable the ability for navigation requests to prevent agents from requesting customers navigate to specific URLs. This feature is beneficial for brands that prefer their agents to only observe what the end-customer is doing during a co-browse session. This feature helps the organization to better align the co-browse experience with their strategic goals and encourages customer autonomy.

其他明细

One of the following licenses:

  • Genesys Cloud 1 数字附加组件 II
  • Genesys Cloud
  • Genesys Cloud 2 Digital
  • Genesys Cloud
  • Genesys Cloud 3 Digital

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客户参与
网络、移动消息和通讯应用程序

Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Genesys Cloud improved customer sentiment and agent empathy analysis for Portuguese Brazil (pt-PT), Portuguese Portugal (pt-PT), Spanish United States and Latin America (es-US), and Spain Spanish dialects (es-ES).

其他明细

哪里：

  • 管理 > 质量 > 语音和文本分析
  • Performance > Interactions

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

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数据、分析和报告
语音和文本分析

Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Administrators can now add the Genesys Cloud for SCV Queue Stats component to the Lightning app for contact centers that use CX Cloud from Genesys and Salesforce. This feature extends the current queue stats, which previously showed only the voice channel, to include all interaction types. The component allows agents to view comprehensive queue statistics on the Service Cloud console, including wait times, agent availability, and the number of interactions waiting in the queue.

其他明细

One of the following licenses:

  • Genesys Cloud
  • Genesys Cloud 1 数字附加组件 II
  • Genesys Cloud
  • Genesys Cloud 2 Digital
  • Genesys Cloud
  • Genesys Cloud 3 Digital

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数据、分析和报告
分析和报表

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support

Genesys Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows now supports German Switzerland (de-CH).

其他明细

哪里：

  • 管理员 > 架构师 > 架构师 > [Bot Flow 或 Digital Bot Flow]

One of the following licenses:

  • Genesys Cloud
  • Genesys Cloud 1 数字附加组件 II
  • Genesys Cloud
  • Genesys Cloud 2 Digital
  • Genesys Cloud
  • Genesys Cloud 3 Digital

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自助服务和自动化
virtual assistant (bots & ivr)

Architect supported languages user interface enhancements

Genesys improved the Architect Supported Languages user interface, including a refreshed view, Language button, table and validation updates, and a more intuitive process. These improvements enable flow authors to easily navigate, improve consistency throughout the interface, and ensures a more user-friendly flow authoring experience. This feature does not affect existing functionality.

其他明细

哪里：

  • Admin > Architect > Architect > [Flow Type} > Settings > Supported Languages

One of the following licenses:

  • 所有许可证都包含此功能。

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自助服务和自动化
虚拟助理（机器人和 IVR）

Collapsible card interface in Architect actions

Genesys introduced collapsible cards for the listed Architect actions. This improvement creates a clear visual hierarchy and enhanced section differentiation. The flexibility to collapse and expand cards allows users to quickly find key information and important elements and then adjust configuration as needed. This feature helps flow authors improve overall usability and efficiency. Previously, cards appeared as nested accordions.

其他明细

哪里：

  • Admin > Architect > [Architect Flow Type] > State or Task > [Architect actions] - Call Audio Connector action - Call Bot Connector action - Call Dialogflow Bot action - Call Dialogflow CX Bot action - Call Lex Bot action - Call Lex V2 Bot action - Call Nuance Mix Bot action - Clear Slot action - Get Secured Data action - Get Conversation Data action - Get Participant Data action - Loop Until action - Set Conversation Data action - Set Secured Data action - Set Participant Data action - Switch action - Update Data action

One of the following licenses:

  • 所有许可证都包含此功能。

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自助服务和自动化
架构师/编排构建者

提高了荷兰语本地语音转录的准确性

Genesys Cloud improved native voice transcription accuracy for Dutch dialects (nl-NL).

其他明细

哪里：

  • Admin > Quality > Programs

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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员工敬业度
语言支持

过时 传统警报系统

On July 1, 2024 Genesys will remove the legacy alerting system. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system.

其他明细

One of the following licenses:

  • 所有许可证都包含此功能。

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过时
分析和报表
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。