Genesys Cloud - Fonctionnalités à venir
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until October 21, 2024. The feature descriptions in the October 21, 2024 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.
La disponibilité des fonctionnalités peut varier et est basée sur des facteurs tels que, mais sans s'y limiter, la préparation de la région, les licences de produits et le calendrier de publication de Genesys. Pour plus d'informations, consultez le calendrier des versions de Genesys Cloud à l'adresse .
2024 Genesys CIDR expansion et notification des exigences en matière de pare-feu
Voice surveys after customer interactions
Administrators can now create and deploy voice surveys that gather customer experience feedback after a voice interaction. Administrators can also view the results of these surveys through analytics views. Agents can offer customers the option to take a survey about their call experience. If the customer agrees, then the agent disconnects, the survey begins while the customer remains on the line, and the survey results are linked to the interaction. This feature helps to provide a clear picture of customer feedback and distinguishes between IVR survey results and web-based survey outcomes.
Journey flows tab in Architect for outbound call, inbound email and message flows
Flow authors can now access the Journey Flows tab in Architect to better understand the customer journey within inbound email, message flows, and outbound call flows. Journey flows help to visualize interaction paths and provide a clear view of flow milestones and outcomes. This feature enables flow authors, administrators, and contact center managers gain deeper insights into how customers move through different interactions, identify key moments that impact the flow’s effectiveness, and improve containment rates in digital and outbound voice interactions. This addition makes it easier to optimize flows.
Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations
Administrators can now retrieve the public IP address ranges for Genesys Audio Connector, BYOT Microsoft Speech-to-Text (STT), and Genesys Bot Connector using the Genesys Cloud Public API. Administrators can add these IP addresses to firewall allowlists to streamline the integration of third-party voice and digital services with Genesys Cloud. This new feature helps reduce unnecessary traffic exposure by providing precise IP ranges for allowlists, which improves secure third-party BYOT provider integrations. By using the public API, administrators have a more efficient way to access the necessary IP addresses, improving integration, and security.
Disable automatic hinting in Architect bot flows
Flow authors can now use the Intent Classification Hinting setting in Architect to enable or disable whether the bot sends hints to the speech recognition engine (ASR) for intent classification. Hints are sets of phrases that the bot sends in Ask for Intent and Ask for Slot actions to provide context and assist with speech recognition. This setting is enabled by default, but flow authors can disable it to maintain control over automatic hinting with the goal to reduce or prevent potential inaccuracies and bias in the ASR.
