Genesys Cloud FedRAMP-Region – Funktionen in Kürze verfügbar

Multikontextbezogene Bedienfelder

Callcenter-Administratoren können multikontextbezogene Bedienfelder verwenden, um die Effizienz der Agenten durch Reduzierung der Anzahl der Klicks zu verbessern. Mit dieser Funktion können Agenten mehrere Kontextfelder gleichzeitig anzeigen, um sich effizienter auf das Kundengespräch zu konzentrieren und den gesamten Kontext auf einen Blick zu sehen.

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.

Aktivieren oder Deaktivieren des Last Agent Routing für digitale Konversationen

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.

Einführung von Genesys Cloud Social

Genesys stellt Genesys Cloud Social vor, mit dem Administratoren sowohl öffentliche als auch private Social-Media-Nachrichten von Kunden auf X und Facebook organisieren und weiterleiten können. Mit dieser Funktion können Administratoren soziale Eskalationsregeln einrichten, um diese Interaktionen an Agenten weiterzuleiten, die diese Nachrichten dann anzeigen und beantworten können. Darüber hinaus können Vorgesetzte und Manager in der Social Listening Performance-Ansicht auf Listening-Analysen zugreifen, einzelne Posts in der Social Listening Post-Ansicht überprüfen und Gesprächsdaten über mehrere Leistungsansichten hinweg analysieren. Diese Funktion trägt zur Verbesserung des Social-Media-Managements bei und erleichtert das Verfolgen, Weiterleiten und Beantworten von Kundenkommunikation über X und Facebook.

Genesys Cloud open messaging supports custom social network connectors

Administratoren können Benutzern jetzt die Erstellung benutzerdefinierter Konnektoren für soziale Netzwerke ermöglichen. Diese Konnektoren leiten Nachrichten an die offene Messaging-Plattform weiter, sodass Benutzer soziale Nachrichten verwalten und an die entsprechende soziale Pipeline senden können. 

Genesys Cloud Social-Unterstützung für Instagram

Genesys Cloud Social unterstützt jetzt Instagram und ermöglicht Administratoren, sowohl öffentliche als auch private Instagram-Nachrichten zu organisieren und weiterzuleiten. Diese Funktion gewährleistet eine konsistente Kundenbindung auf allen unterstützten sozialen Plattformen: Instagram, Facebook und X (früher Twitter). Mithilfe von Social-Eskalationsregeln können Administratoren Instagram-Interaktionen an Agenten weiterleiten, die innerhalb derselben einheitlichen Schnittstelle antworten, die auch für andere Kanäle verwendet wird. Vorgesetzte und Manager erhalten Einblick in die Instagram-Aktivität durch aktualisierte Social-Listening-Leistung und Post-Ansichten. Diese Kennzahlen lassen sich nahtlos in die Analysefunktionen für Facebook und X integrieren und bieten eine konsolidierte Ansicht des Social-Media-Engagements.

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.

Personalmanagement-Kapazitätsplanung

Planer können jetzt langfristige Kapazitätspläne erstellen, um den Personalbedarf für jede Planungsgruppe bis zu zwei Jahre im Voraus zu prognostizieren. Mithilfe dieser Funktion können Contact Center potenzielle Über- und Unterbesetzungen erkennen, Einstellungsstrategien an der prognostizierten Nachfrage ausrichten und die langfristige Personalplanung und Zielsetzung verbessern.

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
• GitHub
• Jenkins
• JIRA
• PageDuty
• Pivotal Tracker
• StatusSeite
• Trello
• BenutzerStimme
• 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.