Genesys Cloud – 기능 출시 예정

2024 Genesys CIDR 확장 및 방화벽 요구 사항 알림

Genesys는 이전에 2024년 12월 7일 주에 Genesys Cloud 공개 미디어 서비스에 사용되는 IP 주소의 추가 /18 CIDR 블록을 마이그레이션할 것이라고 발표했습니다. 제네시스는 해당 날짜를 2025년 5월 3일로 연기했습니다. 이러한 주소는 기존 지역을 보완하고 향후 지역의 성장을 수용합니다. 새로운 IP 범위는 136.245.64.0/18입니다. 또한 Genesys는 RTP 포트 범위를 확장하고 Force TURN IP 주소를 새로운 Genesys CIDR 블록으로 옮길 예정입니다.

Genesys는 2025년 5월 3일에 다음 Genesys Cloud 지역에 대한 CIDR을 업데이트할 예정입니다. 홍콩, 서울, 싱가포르, 뭄바이, 파리, 런던, 아일랜드, 취리히, 프랑크푸르트, UAE, 케이프타운*, 자카르타*.
Genesys는 2025년 5월 10일에 다음 Genesys Cloud 지역에 대한 CIDR을 업데이트할 예정입니다. 케이프타운*, 자카르타*, 도쿄, 오사카, 시드니, 캐나다, 상파울루, 미국 동부 및 미국 서부.

메모: 케이프타운과 자카르타는 전환을 완료하기 위해 2025년 5월 3일과 2025년 5월 10일에 모두 업데이트가 필요합니다.

다중 상황 패널

콜센터 관리자는 다중 상황별 패널을 사용하여 클릭 수를 줄임으로써 상담원의 효율성을 높일 수 있습니다. 이 기능을 사용하면 상담원이 여러 상황별 패널을 동시에 표시하여 전체 상황을 한눈에 보고 고객 대화에 더욱 효율적으로 집중할 수 있습니다.

Allow participants to clear web messaging conversations

Administrators can now allow participants to clear web messaging conversations. Participants using the mobile Messenger can now clear conversations directly from their device. When a conversation is cleared, the app disconnects from the queue and any assigned agent, helping protect privacy and reduce unnecessary agent workload. This feature is especially helpful in cases where messaging occurs on shared devices, such as in retail stores or public kiosks. Clearing a conversation helps ensure that the next user does not see previous messages, and that no additional messages are routed from that session.

Architect inbound email flow AI intent and entity detection

Administrators can now use for AI intent and entity detection in Architect inbound email flows. This feature helps organizations automatically understand and respond to the purpose of incoming emails, reducing the need for manual routing and keyword-based rules. With this update, AI analyzes the content of an email to identify customer intent; for example, checking an order status or submitting a meter reading, and take appropriate action.

Web messaging French Canada, Greek, and Hindi support

Genesys Cloud now supports French Canada (fr-CA), Greek (el), and Hindi (hi) in the Messenger window.

Outbound dialing campaign health indicator

Administrators can use the new campaign health indicator to monitor the health of ongoing voice campaigns and take corrective actions as needed. Each campaign now displays a health status, giving administrators an at-a-glance view of performance and potential disruptions. This feature helps administrators quickly identify and understand issues that may impact campaign performance; for example, lack of available agents, insufficient outbound lines, or misconfigurations, so that they can act promptly to keep campaigns running smoothly. The new health indicators include statuses like Running Normally, Waiting for Agents, Waiting for Outbound Lines, Operational Alert, and Configuration Alert. The Campaign Diagnostics dialog box provides detailed information about the underlying conditions affecting a campaign’s health. This added visibility helps administrators make informed decisions without the reliance of support teams. Administrators can also mute specific alerts. These update introduces more data points related to campaigns, queues, and agents, making it easier to detect and resolve issues before they affect operations.

Improved voice offered metrics for customer first callbacks

Genesys Cloud no longer counts metrics for a second ACD (Automatic Call Distribution) voice pair for customer first callbacks, improving how reconnects are measured in queue metrics. Previously, when the system reconnected a customer using ACD, the reconnect was counted as a new voice offer to the queue. With this release, the reconnect is no longer counted as a new offer. This change helps ensure that offered metrics more accurately reflect agent workload. In addition, callback-related metrics like handle time and talk time are now only attributed to the voice portion of the interaction, after the customer reconnects and is routed to an agent. Agents still receive credit for voice metrics as expected, but callback-specific metrics are no longer attributed to them because the system now handles the callback portion of the conversation. These changes help improve the accuracy of queue performance data and provide clearer insight into agent activity and demand.

Updated Genesys Cloud built-in learning modules

Genesys Cloud now includes updated built-in learning modules for agents and supervisors, provided by Genesys Beyond. With this update, Genesys Cloud can more efficiently deliver refreshed content and better align training materials with the latest guidance from Beyond. These modules, provided by Genesys Beyond, use SCORM support in Genesys Cloud, which ensures that training is current, and supports closer integration between Genesys Cloud learning features and Beyond content.

Improved workforce management deferred workload prediction algorithm

Genesys improved the accuracy of short-term, deferred workload predictions in the workforce management deferred work algorithm. The deferred work prediction algorithm in workforce management more accurately reflects when deferred work is performed and improves the prediction of short-term workload by better factoring in the actual timing of completed tasks. These improvements help workforce management administrators and schedulers plan with greater confidence and precision, reduce potential inefficiencies, and align workload estimates more closely with real-world conditions.

Deprecation: Mobile Messenger SDK localization files storage

On June 30, 2025, Genesys will end support for the Mobile Messenger SDK localization files S3 storage. Genesys recommends that customers who use localization functionality upgrade to 1.13 or higher SDK versions.

Deprecation: Workforce management historical data delete job API endpoints

Genesys deprecated the following workforce management historical data import delete job API endpoints:

• POST /api/v2/workforcemanagement/historicaldata/deletejob
• GET /api/v2/workforcemanagement/historicaldata/deletejob
Genesys replaced these endpoints with updated versions that support bulk operations and improved job management:

• POST /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs
• GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs/{jobId}
• GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs

Genesys recommends that developers update their integrations to use the new endpoints to ensure continued functionality.