Genesys Cloud – Funktionen in Kürze verfügbar
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until April 21, 2025. The feature descriptions in the April 21, 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.
Die Verfügbarkeit der Funktionen kann unterschiedlich sein und hängt unter anderem von folgenden Faktoren ab: Bereitschaft in der jeweiligen Region, Produktlizenzierung und Veröffentlichungszeitplan von Genesys. Weitere Informationen finden Sie im Veröffentlichungszeitplan für Genesys Cloud .
2024 Genesys CIDR-Erweiterung und Benachrichtigung zu Firewall-Anforderungen
Bitte ergreifen Sie Maßnahmen Jetzt um Dienstunterbrechungen zu vermeiden. Um Serviceunterbrechungen zu verhindern und die Servicekontinuität sicherzustellen, müssen Kunden bis zum 3. Mai 2025 die folgenden Schritte unternehmen:
- Konfigurieren Sie ihre Firewalls, um den Zugriff auf die neuen CIDR-IP-Adressen zu ermöglichen.
- Führen Sie alle relevanten Bereitschaftstests durch.
- Lesen Sie die gesamte kommerzielle Ankündigung zur Genesys CIDR-Erweiterung 2024.
Multikontextbezogene Bedienfelder
In den kommenden Wochen wird das multikontextbezogene Panel-Erlebnis des Agenten zum neuen Arbeitsbereichserlebnis von Genesys. Die Notwendigkeit für einen Agenten, sich anzumelden, sobald er die neue Berechtigung für die multikontextbezogene Panel-Erfahrung erhalten hat, entfällt, wir werden jedoch die alte Erfahrung für einen längeren Zeitraum verfügbar lassen, während Administratoren Berechtigungen für alle Benutzer einführen. Weitere Informationen finden Sie unter Mehrere kontextbezogene Bedienfelder der Agent-Benutzeroberfläche.
Access workbin and worktype names in task management events
Administrators can now view both workbin name and worktype name in task management events. This addition helps developers create deployments to reuse across Genesys Cloud organizations, including during blue or green deployments. Previously, task management events only included object IDs such as workbin and worktype GUIDs. Now, developers can reference objects by name instead of ID to ensure their scripts work across multiple environments without the need for manual changes. This update is especially helpful for organizations that maintain separate development and production environments and want to maintain consistency without duplicating effort.
Bulk Export API to export external contacts and related data
Administrators can now use the Bulk Export API to extract customer profile data, including external contacts, and organizations in CSV format. This process makes it easier to manage and maintain external contact records across environments. Organizations can use the exported data used for bulk updates, deletions, and merges before they import it back into Genesys Cloud via the bulk import feature. This feature helps improve the accuracy and consistency of contact data during re-entry, and supports such broader data needs, as importing customer profile data into internal data warehouses, using the data for training and validation, or for preparing data for cleanup or migration.
Agent Copilot assigned at the queue member level
Administrators can now assign Agent Copilot at the individual user level within a queue. This update helps improve flexibility and control by allowing administrators to decide exactly which agents receive support from Agent Copilot, on a queue, rather than enabling it broadly across an entire queue.
Missbilligung: Bereitstellung von Agent Assist AI Experience-Tokens
The deprecation date was postponed from April 28, 2025, to May 26, 2025. On May 26, 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.
Deprecation: Presence update requires new permission
On June 23, 2025, Genesys Cloud will require the presence:userPresence:edit permission to update another user’s presence. This change affects any use of the PATCH /api/v2/users/{userId}/presences/{sourceId} API. To ensure continued functionality, administrators must grant this permission to any roles or users that need to update another user's presence via the API.
