Genesys Cloud - October 14, 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

2024 Genesys CIDR 扩展和防火墙要求通知

重要的:为了确保 Genesys Cloud 组织的业务连续性,您必须阅读整个 2024 年 Genesys CIDR 扩展 - 商业公告并运行全部适用测试确认您的组织是否已为新的 CIDR IP 地址范围和 RTP 端口扩展做好准备。
2024 年 10 月 28 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。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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管理界面中的电话资源限制

Administrators can now view telephony resource limits directly in the admin UI. This feature provides visibility into external and phone trunks, sites, phone lines and settings, extension assignments, schedules and schedule groups, call routes, and emergency groups. With this update, telephony administrators can monitor resource usage, helping them analyze current capacities and make informed decisions regarding resource allocation and management.

其他明细

哪里:

  • Admin > Telephony

One of the following licenses:

  • 所有许可证都包含此功能。

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为欧洲组织提供自动时区映射支持

Administrators can now enable the Automatic Time Zone Mapping feature for North American, Canadian, and Caribbean number mapping in outbound campaigns for European deployments, as well as for North American organizations. This feature enables European organizations to automatically map time zones when they dial contacts both within and outside Europe. By aligning European deployments with existing functionality, administrators can better streamline contact management and improve outbound campaign efficiency. To ensure accurate time zone mapping for U.S. numbers, a separate calling list containing only U.S. numbers is required.

其他明细

One of the following licenses:

  • Genesys Cloud
  • Genesys Cloud
  • Genesys Cloud

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活动规则的规则条件和高级功能

Administrators can now apply additional rule conditions and advanced features when they configure campaign rule sets. The new conditions include the count of contacts attempted, successful, neutral, or failed business outcomes, right-party contacts, and the percentage of valid campaign attempts. This feature provides administrators with greater flexibility as they define when and how rules trigger within campaigns. Administrators can also group conditions and control action execution more precisely and configure actions based on specific campaign events.

其他明细

哪里:

  • Admin > Outbound > Rule Management > Campaign Rules

One of the following licenses:

  • Genesys Cloud
  • Genesys Cloud
  • Genesys Cloud

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外部联系人的标识符声明管理

Administrators can now view and manage identifier claims more effectively with new iconography in the Profile panel and External Contacts view. The icons indicate whether social, email, and phone identifiers are claimed by a contact, which enables users to view the status of these identifiers at a glance. Administrators can also reassign identifier claims from one contact to another, in the External Contacts view.

其他明细

One of the following licenses:

  • Genesys Cloud
  • Genesys Cloud
  • Genesys Cloud 2 Digital
  • Genesys Cloud
  • Genesys Cloud 3 Digital

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用于旅程分析的交互式图表

Administrators can now create and manage up to 10 interactive charts within the Journey Analysis canvas to gain a better understanding of event trends and customer behavior patterns. This feature enables administrators and supervisors to analyze trends over time, track progress, and explore relationships between variables with data that is consistent with existing journey queries. 

其他明细

One of the following licenses:

  • 所有许可证都包含此功能。

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主管访问语音邮件指标

Administrators can now enable supervisors to access detailed voicemail information for their agents through secure API endpoints. This update provides supervisors with the ability to retrieve voicemail mailbox details and individual voicemail messages, helping to improve tracking and accountability within the organization. With the introduction of two new API endpoints, supervisors can now:

  • Retrieve a list of voicemail messages for a specific user using GET /api/v2/voicemail/users/{userId}/messages.
  • Access details about a specific user's voicemail mailbox using GET /api/v2/voicemail/users/{userId}/mailbox.

This feature enhances organizational efficiency by allowing supervisors to track key metrics such as Read Voicemail, Deleted Voicemail, and Note Written for Voicemail, along with their time stamps. Also, the support for Client Credentials grants secure API authentication, ensuring that only authorized personnel access voicemail information. Division-aware permissions control access, allowing for tailored oversight based on organizational structure. The feature toggle allows for a controlled rollout and management of this capability.

其他明细

One of the following licenses:

  • 沟通

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日内监控和计划编辑器视图的间隔级别性能指标对齐

Administrators can now access interval level performance metrics that consistently align between the Intraday Monitoring and Schedule editor views. This feature standardizes performance projections across both interfaces by displaying uniform dynamic service level data. This feature helps to ensure that administrators have a consistent view of service level predictions, which can improve decision-making and workforce planning accuracy.

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 3 Digital
  • Genesys Cloud EX

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手动分配具有未来生效日期的工作计划

Administrators can now assign employees to work plans with a future effective date using manual assignment. This feature allows administrators to set up work plan changes in advance, making it easier to manage planned transitions like shifts from full time to part-time schedules. The schedule engine automatically applies these updates during future schedule generation, reducing the need for same-day changes and minimizing manual workload. 

其他明细

哪里:

  • Admin > Workforce Management > Work Plan Assignments

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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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。