Genesys Cloud FedRAMP region - Fonctionnalités à venir

Panneaux multi contextuels

Les administrateurs de centres d'appels peuvent utiliser des panneaux multi contextuels pour améliorer l'efficacité des agents en réduisant le nombre de clics. Cette fonction permet aux agents d'afficher simultanément plusieurs panneaux contextuels afin de se concentrer plus efficacement sur la conversation avec le client, tout le contexte étant visible d'un seul coup d'œil.

Audit SAML authentications

SAML authentication attempts are now recorded in audit logs to help with troubleshooting and security analysis. Previously audit logs only recorded authentication attempts for native Genesys Cloud login attempts. This change ensures logging consistency for both native and SAML authentications. As in the case of native authentications, SAML authentication failures can be viewed via Audit Viewer, which uses the Real Time API, whereas successful SAML authentications can be viewed through the API interface (which is configured for Async API). The Action Catalog in the Developer Center has been updated to include the associated entity and action details. No additional action is required to obtain these events.

Activer ou désactiver le routage du dernier agent pour les conversations numériques

Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can choose to route conversations only if the last agent is a member of the conversation queue or allow routing even if the agent is not a member of the queue. Previously, LAR was always enabled by default. With this update, administrators gain greater control over routing behavior. Routing conversations to the last agent who handled them helps maintain context and ensures a more seamless customer experience.

Increased SSO integrations allowance per identity provider

Administrators can now configure up to 30 single sign-on (SSO) integrations for a single Identity Provider (IdP) or a mix of different IdPs, providing greater flexibility for organizations with multiple business units or regions that require separate single sign-on configurations. This enhancement includes the ability to sign authentication requests for added security and a reorganized single sign-on configuration UI for easier setup. Also, administrators can customize the login screen to display a custom name, logo, or both.

Messenger individual application provisioning and configuration redesign

Administrators can now provision individual Messenger applications (including Messaging, Co-browse, Knowledge, and Journey Tracking) with greater granularity. The redesigned Messenger configuration follows a modular approach, allowing administrators to selectively deploy only the Messenger applications needed for their website. This feature provides more control, simplifies management, and improves flexibility when configuring customer engagement tools.

Présentation de Genesys Cloud Social

Genesys présente Genesys Cloud Social, qui permet aux administrateurs d'organiser et d'acheminer les messages de médias sociaux publics et privés des clients sur X et Facebook. Cette fonction permet aux administrateurs de mettre en place des règles d'escalade sociale pour diriger ces interactions vers les agents, qui peuvent alors consulter ces messages et y répondre. En outre, les superviseurs et les responsables peuvent accéder aux analyses d'écoute dans la vue Social Listening Performance, examiner les messages individuels dans la vue Social Listening Post et analyser les données conversationnelles dans plusieurs vues de performance. Cette fonction permet d'améliorer la gestion des médias sociaux en facilitant le suivi, l'acheminement et la réponse aux communications des clients sur X et Facebook.

Genesys Cloud open messaging supports custom social network connectors

Les administrateurs peuvent désormais permettre aux utilisateurs de créer des connecteurs personnalisés pour les réseaux sociaux. Ces connecteurs acheminent les messages vers la plateforme de messagerie ouverte, ce qui permet aux utilisateurs de gérer les messages sociaux et de les envoyer à la filière sociale appropriée. 

Prise en charge d'Instagram par Genesys Cloud Social

Genesys Cloud Social prend désormais en charge Instagram, ce qui permet aux administrateurs d'organiser et d'acheminer les messages Instagram publics et privés. Cette fonction garantit un engagement cohérent des clients sur toutes les plateformes sociales prises en charge : Instagram, Facebook et X (anciennement Twitter). À l'aide de règles d'escalade sociale, les administrateurs peuvent acheminer les interactions Instagram vers des agents, qui répondent dans la même interface unifiée que celle utilisée pour les autres canaux. Les superviseurs et les responsables bénéficient d'une meilleure visibilité sur l'activité Instagram grâce à des performances d'écoute sociale et des vues de posts mises à jour. Ces mesures s'intègrent parfaitement aux analyses de Facebook et de X, offrant ainsi une vue consolidée de l'engagement dans les médias sociaux.

WhatsApp’s per message pricing update

Genesys Cloud now supports WhatsApp’s new per-message pricing model. This change, driven by Meta’s global pricing update, aims to align WhatsApp pricing with industry standards and promote higher-quality, context-relevant communications.

Call forwarding enhancements with group search functionality

Genesys Cloud users can now use group search functionality in the Forward Calls UI to search for and select specific groups when they forward calls. Search results display groups along with their associated phone numbers. When a user selects a group, the system automatically maps it to the correct phone numbers on the backend. This feature helps direct calls to the right audience quickly and efficiently.

Policy-based station-side call recording

Administrators can now capture policy-based recordings directly at the user’s station that handles the call. With station-side call recording, administrators can enable recordings on specific users’ phones. This feature improves the capture of internal calls according to company policies, such as conversations between employees or calls to internal support teams, providing broader coverage for compliance and quality needs.

Evaluation data access via consolidated reporting views

Administrators can now access evaluation data through consolidated reporting views, and Genesys Cloud will retire the Performance > Overview (Evaluations) page. Administrators can access the evaluation and calibration data previously available on that page through other reporting views within the platform. This change helps reduce duplication and keeps evaluation and calibration workflows consistent with other analytics and reporting tools in Genesys Cloud. When users submit calibrations, dispute evaluations, or review evaluation data, Genesys Cloud directs them to the relevant interaction or reporting view and displays the appropriate results. These updates help evaluators and administrators easily track pending and completed evaluations, completed calibrations, and evaluation activity by agent or evaluator (all within familiar, consolidated reporting areas). This feature also helps ensure that reporting tools use consistent and future-ready analytics APIs. Additionally, the new My Assigned Evaluations view enables evaluators to easily manage their assigned evaluations, prioritize tasks, and track completion status over time.

Extended workforce management time-off submission window and management unit fixed date settings

Agents can now submit time-off requests up to 731 days (two years) in advance, supporting long-term planning and time-off bidding processes. This update also introduces a Fixed Date option in Management Unit settings, allowing organizations to set a specific cut-off date for accepting time-off requests. These enhancements provide greater flexibility, improve operational planning, and give organizations more control over time-off management.

Gestion du personnel et planification des capacités

Les planificateurs peuvent désormais créer des plans de capacité à long terme afin de prévoir les besoins en personnel pour chaque groupe de planification jusqu'à deux ans à l'avance. Cette fonction permet aux centres de contact d'identifier les éventuels sureffectifs et sous-effectifs, d'aligner les stratégies de recrutement sur les prévisions de la demande et d'améliorer la planification des effectifs à long terme et la définition des objectifs.

Deprecation: Removal of Webhooks integration for chat notification

On July 7, 2025, Genesys Cloud ended chat-based webhook integrations support for the following third-party systems:

• Bitbucket
• sur GitHub
• Jenkins
• JIRA
• PageDuty
• Tracker pivot
• StatusPage
• Trello
• Voix de l'utilisateur
• Zendesk

Administrators cannot install new instances of these integrations, existing instances of these integrations no longer work after the effective date, and Genesys will eventually remove these integrations from your organization. While this deprecation announcement does not currently impact the generic webhook integration, its deprecation is anticipated in the future. Customers must migrate from using webhooks integration for chat notification to Webhooks for Events integration in Genesys Cloud and send chat notifications using workflows.