Genesys Cloud – 기능 출시 예정

New unified navigation experience coming to Genesys Cloud

Genesys Cloud will introduce a new navigation system and updated information architecture to improve the user interface and overall usability. This change will not add or remove any product functionality but will reorganize how users access existing features. The new structured, hierarchical menu will replace the current navigation layout. The goal is to reduce friction, improve findability, and deliver a more intuitive and consistent experience across user types. Key updates will include:

• A unified global menu that will consolidate navigation across the platform, including a new information architecture, will improve the menu structure and labels for added clarity and consistency.
• Repositioned elements such as contextual help, Collaborate, inbox, widget apps, and the user avatar, will be located in the top bar.
• Enhanced global search that will include menu page results alongside people, groups, and locations. This improvement will allow users to more efficiently find both people and groups, as well as key platform features, from a single search interface.
• Simplified access to certain features as part of the navigation changes. Examples will include consolidated access to video chat and main stage apps.

Manage user hire dates with SCIM APIs

Developers can now set and update the hireDate field for user profiles in Genesys Cloud through the SCIM APIs. This enhancement allows organizations to synchronize employee hire dates from external systems, such as Active Directory, directly into Genesys Cloud. By supporting the standard SCIM user object extension, this feature helps improve data consistency across platforms and reduces the need for manual updates.

Refreshed integrations management interface

Administrators can now install and manage integrations using an updated user interface that aligns with the rest of the Genesys Cloud framework. This update helps provide a smoother experience for administrators by modernizing the list, installation, and detail pages for integrations. The refreshed interface also includes incremental improvements that make configuration more intuitive while ensuring that the foundational layout remains familiar.

Configure up to 100 OpenID integrations for authenticated web messaging

Genesys Cloud increased the limit for OpenID integrations in authenticated web messaging from 20 to 100. This enhancement supports organizations that serve multiple clients with distinct authentication systems, helping them scale more effectively while maintaining secure and tailored messaging experiences.

Voice note support for WhatsApp conversations

Agents can now enable playback, recording, and download of voice notes (voice messages) in WhatsApp conversations. With the .ogg file type included in a WhatsApp integration’s Supported Content Profile, agents can record and send outbound voice notes directly from their desktop, while also playing, pausing, and downloading inbound messages. This helps agents provide faster, more natural, and more personalized interactions with customers, including those who prefer voice communication. Supervisors can download voice notes as part of interaction recordings. Administrators can also view the number of inbound and outbound voice messages in analytics views, including Agents Interactions Detail, Agents Queues Detail, Campaign Interactions Detail, Interactions, Message Queue Performance Detail, Message Queue Performance Summary, Message Agent Performance Detail, Message Agent Performance Summary, My Interactions, Queues Interactions Detail, Queues Performance Detail, and Queues Performance Summary.

Outbound voice events publish directly to AWS EventBridge

Administrators can now publish outbound voice processing events directly to AWS EventBridge. This feature allows real-time pre- and post-call events to flow into AWS services such as Lambda, Step Functions, or S3 without the need for more connectors. The ability to publish directly to AWS EventBridge helps reduce integration complexity and gives organizations more flexibility to align outbound campaigns with their existing AWS automation and analytics workflows.

Enhanced longest waiting and longest interacting metrics

Genesys Cloud now calculates the Longest Waiting and Longest Interacting metrics natively in the analytics backend. These metrics in the updated interface, which gives administrators a more efficient way to monitor conversations across multiple queues by media type. With this update, administrators can track the longest waiting conversation in each queue directly as a native data point, helping improve performance and visibility in queue monitoring.

Duplicate an event card in Journey Management

Administrators can now duplicate an existing event card on the journey canvas. This feature helps analysts save time by recreating events that are similar to existing ones without starting from scratch. When duplicating a card, all filters and attribute selections from the original event are retained, making it easier to test variations or reuse event structures in different parts of the analysis.

Review transcripts faster in interaction details

Administrators can now benefit from faster transcript loading when reviewing voice interactions in the Interaction Details page. The transcript now loads independently of the recording, which means supervisors can begin reviewing conversation details sooner (even while more data continues to load in the background). This improvement helps reduce waiting time, especially when reviewing many short calls, and supports supervisors in completing reviews more quickly and efficiently. By decoupling transcript and recording data, the system improves the overall experience of navigating and evaluating multiple interactions.

Summary engagement insights on the Agent Copilot dashboard

Administrators can now access a new section on the Agent Copilot Insight Dashboard that reports how agents engage with AI-generated summaries. The dashboard provides metrics on the number of summaries presented, edited, submitted, and rated with feedback. This update helps supervisors better understand how agents use AI-generated summaries and predicted wrap-up codes, making it easier to evaluate their effectiveness and identify where the feature adds value to daily workflows.

Updated Genesys Cloud desktop app icons

Agents can now see the updated Genesys Cloud logo on the desktop app launch icon and in all places where the logo is displayed. This change aligns the application with current Genesys corporate branding and helps maintain brand consistency across the product experience.

Unified Experience from Genesys and ServiceNow phone book support 

Agents can now use the phone book in the Unified Experience from Genesys and ServiceNow workspace to place calls directly to Genesys users, queues, external contacts, and ServiceNow contacts. This enhancement allows agent to search by name, phone number, or queue and quickly select from relevant results, streamlining the workflow for calling customers and other contacts for more efficient operations.

Default answers for evaluation forms

Administrators can now configure evaluation forms so that questions start with either the lowest scoring option or a specific default answer. Setting the lowest scoring option by default helps evaluators begin from a conservative baseline, which reduces inflated scoring and improves consistency across large-scale evaluations. Setting a specific default answer for targeted questions helps reduce repetitive clicks and saves time where common responses are expected. These options give administrators more control over how evaluators begin form completion, helping to streamline workflows and support stricter QA standards.