Genesys Cloud – 기능 출시 예정
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until May 26, 2025. The feature descriptions in the May 26, 2025 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
기능 가용성은 지역 준비 상태, 제품 라이선스, Genesys 출시 일정 등의 요인에 따라 달라질 수 있으며 이에 국한되지 않습니다. 자세한 내용은 다음을 참조하세요. Genesys Cloud 출시 일정 .
다중 상황 패널
향후 몇 주 안에 에이전트의 다중 상황 패널 경험이 Genesys의 새로운 작업 공간 환경이 될 것입니다. 새로운 권한을 받은 후에 에이전트가 다중 상황 패널 환경에 대한 옵트인 작업을 다시 해야 하는 필요성은 사라졌지만, Genesys는 관리자가 모든 사용자에게 권한을 롤아웃하는 동안 장기간 기존 환경을 사용할 수 있도록 유지할 것입니다. 자세한 내용은 다음을 참조하세요. 에이전트 UI 다중 상황별 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.
Genesys Cloud Open Messaging supports custom social network connectors
Administrators can now enable users to create custom connectors for social networks. These connectors route messages to the open messaging platform, enabling users to manage social messages and send them to the appropriate social pipeline.
Character counter in canned responses editor
Administrators can now view the character count in the canned responses editor within the Admin UI. This feature displays a character count as an administrator creates or modifies a response, enhancing the overall user experience. Displaying the character count enhances administrative efficiency by minimizing save-related errors and reducing dependence on external text editors.
View phrase usage in Topic Editor
Administrators can now see how often each phrase is used within a topic, along with links to the specific interactions where the phrase was found. This feature helps administrators better evaluate the usefulness of each phrase and decide whether to keep, revise, or remove it. Previously, administrators had no visibility into how well a phrase performed before publishing it. With this update, they can test phrases against historical interactions, giving them a clearer picture of how effectively a phrase contributes to identifying a topic. This new feature helps improve phrase accuracy and keeps topics more relevant over time.
Configure chat message editing time limits
Administrators can now enable indefinite editing of chat messages or set a custom time limit. This update helps users correct and format their sent messages without rushing against a short timeout. By giving administrators control over the editing window, including the option to allow indefinite edits, this change helps reduce duplicate messages and improves clarity in communication. It’s especially beneficial for teams sharing technical content or detailed updates in chat.
Introducing the Webhook for Events integration
Administrators can now set up the Webhooks for Events integration, which enables incoming webhook messages from third-party systems to be processed as custom events in Genesys Cloud. These events can be evaluated and acted upon using triggers in process automation workflows. Previously, Webhooks in Genesys Cloud were primarily used to post chat messages to official groups. With this release, Webhook messages can now drive actions across systems by triggering automated responses, helping to improve cross-platform integration and experience orchestration. This update helps organizations coordinate business processes across multiple platforms with minimal configuration, and makes it easier to respond to real-time events like survey submissions, system updates, or external alerts.
천칭: Agent Assist AI Experience 토큰 프로비저닝
The deprecation date was postponed from May 26, 2025, to June 9, 2025. On June 9, 2025, Genesys will discontinue support for Agent Assist provisioning via Genesys Cloud AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organizations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud AI Experience tokens.
