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 August 4, 2025. The feature descriptions in the August 4, 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

중요한
2025년 8월 11일부터 에이전트의 다중 상황 패널이 기본 환경이 됩니다. 자세한 내용은 다음을 참조하세요. 에이전트 UI 다중 상황별 패널.

이 기능을 사용하면 상담원이 여러 상황별 패널을 동시에 표시하여 전체 상황을 한눈에 보고 고객 대화에 더욱 효율적으로 집중할 수 있습니다.

WhatsApp outbound campaign schedules

Administrators can now schedule outbound digital WhatsApp campaigns and can set start and stop times for campaigns in advance. This feature helps to improve operational efficiency by automating campaign timing and simplifying daily management.

Profile panel support for workitems

Agents can now create a new external contact or search for and link an existing contact to a workitem directly from the Profile Panel interface. This update supports scenarios where a workitem is not yet associated with a customer and helps agents connect work to the right contact when handling tasks. By linking workitems to external contacts, agents and supervisors contribute to a more complete customer journey view within Genesys Cloud and gain richer customer context during task handling. Also, administrators can now configure whether agents can link workitems to contacts from any division or only from the workitem's division. This provides organizations with greater flexibility and control over how external contacts are managed across divisions.

Conditional group activation based on real-time metrics

Administrators can now use Conditional Group Activation (CGA) to dynamically activate or deactivate agent groups based on real-time queue metric thresholds. CGA helps expand the available pool of agents for a given queue without negatively affecting key performance indicators (KPIs) of the queues from which agents are shared. CGA runs in the background at regular intervals, regardless of new interaction arrivals, and supports multiple conditions and condition sets per rule.CGA also integrates with routing methods to enable interaction-level agent selection, enhancing the flexibility and precision of agent assignment beyond what was possible with conditional group routing alone. This feature supports more efficient workload distribution while helping maintain service level targets across queues.

Improved native voice transcription for English

Genesys Cloud improved native voice transcription to better handle industry-specific language in English dialects, including healthcare, finance, and travel industries.

AI Studio에서 사용자 정의 가능한 요약

이제 관리자는 Agent Copilot에 요약이 표시되는 방식을 사용자 지정할 수 있습니다. 이러한 구성은 세부 정보 수준, 사용자 정의 통찰력, 서식, PII 회피 및 기타 통찰력을 포함하여 Agent Copilot이 생성하는 요약을 사용자 정의합니다. 이 기능은 통화 후 작업(ACW)을 줄이는 데 도움이 되며, 정확한 필사 기능과 결합하면 상호작용을 더 정확하게 포착하고 감독자나 품질 관리자가 상호작용을 더 빠르게 검토할 수 있습니다. 이 기능은 현재 모든 영어 방언과 스페인어(ES-US)에만 제공됩니다.

CX Cloud from Genesys and Salesforce support for agent initiated after call work

Agents can now explicitly request After Call Work (ACW) to complete wrap-up notes for a voice call in the CX Cloud from Genesys and Salesforce integration. When administrators configure Genesys Cloud queues with the Agent Requested ACW option, agents see a Request After Call Work button in the interaction utility tool embedded in the voice call record page within the Salesforce Service Cloud Console. This enhancement gives agents the flexibility to decide whether they need time for post-call documentation. If ACW is required, agents can request it before the call ends; if not, then they can proceed directly to the next task. 

Microsoft Dynamics 365 data actions integration new credential type

Administrators can now choose between a client secret and a client certificate as the credential type for the Microsoft Dynamics 365 data actions integration. When they register an application in the Microsoft Entra Admin Center, administrators can generate either a client secret or upload a trusted certificate. After registration, administrators select the appropriate credential type when they configure the integration to enable secure access to Microsoft Dynamics CRM data. Previously, basic authentication via a username and password was managed through Microsoft Entra administrator. As Microsoft enforces multi-factor authentication and deprecates basic authentication, this enhancement ensures continued functionality of data actions without requiring that customers republish existing actions or flows.

Enhanced knowledge suggestions in Genesys Agent Copilot

Genesys Cloud improved the relevance of knowledge article suggestions by refining search queries before processing search results. Non-essential elements such as stop words, greetings, and conversational phrases, are filtered out to reduce noise and improve precision. This update enhances auto-suggestions in Agent Copilot by delivering more accurate results to agents without changing how they interact with search.

천칭: 채팅 알림을 위한 Webhooks 통합 제거

Genesys Cloud ended chat-based webhook integrations support for the following third-party systems:

  • 비트버킷
  • 깃허브
  • 젠킨스
  • JIRA
  • 페이지듀티
  • 중추 추적기
  • 상태 페이지
  • 트렐로
  • 사용자 음성
  • Zendesk
관리자는 이러한 통합의 새 인스턴스를 설치할 수 없으며, 이러한 통합의 기존 인스턴스는 유효 날짜 이후에 더 이상 작동하지 않으며, Genesys는 결국 조직에서 이러한 통합을 제거합니다. 이 지원 중단 발표는 현재 일반 웹훅 통합에는 영향을 미치지 않지만, 앞으로 지원 중단이 예상됩니다. 고객은 채팅 알림을 위한 웹훅 통합에서 Genesys Cloud의 이벤트 통합을 위한 웹훅으로 마이그레이션하고 워크플로를 사용하여 채팅 알림을 보내야 합니다.

참고: 이 기능 목록은 변경될 수 있습니다.