{"id":5184,"date":"2022-02-23T10:48:51","date_gmt":"2022-02-23T15:48:51","guid":{"rendered":"https:\/\/paxyl.ca\/roadmap-genesys-genesys-a-annonce-de-tres-interessants-ajouts-qui-seront-disponibles-a-court-terme-2\/"},"modified":"2022-05-17T10:08:53","modified_gmt":"2022-05-17T14:08:53","slug":"roadmap-genesys-genesys-a-annonce-de-tres-interessants-ajouts-qui-seront-disponibles-a-court-terme-q12022","status":"publish","type":"post","link":"https:\/\/paxyl.ca\/roadmap-genesys-genesys-a-annonce-de-tres-interessants-ajouts-qui-seront-disponibles-a-court-terme-q12022\/","title":{"rendered":"Nouvelles fonctionnalit\u00e9s dans Genesys Cloud CX &#8211; Roadmap Genesys Q1 2022"},"content":{"rendered":"<p>Comme \u00e0 tous les mois, Genesys ne cesse d&rsquo;am\u00e9liorer son produit.\u00a0 Voici quelques fonctionnalit\u00e9s qui ont attir\u00e9es notre attention:<\/p>\n<ul>\n<li><strong>Coaching canal voix: <\/strong>Les coach\/formateurs et gestionnaires qualit\u00e9 peuvent d\u00e9sormais \u00e9couter une conversation vocale et parler \u00e0 l\u2019agent en m\u00eame temps sans que le client en ait conscience.<\/li>\n<li><strong>Analyse de sentiment en fran\u00e7ais (transcript): <\/strong>En plus de la retranscription des \u00e9changes vocaux en fran\u00e7ais, Genesys fournit automatiquement une analyse de sentiment sur tous les canaux (sauf courriels). La vue d\u00e9taill\u00e9e d\u2019une interaction fournit le transcript et le sentiment de chacun des segments vocaux.<\/li>\n<li><strong>Assignation des interactions: <\/strong>Genesys cloud CX permet d\u00e9sormais aux superviseurs ayant le droit de manuellement d\u00e9placer les interactions d\u2019une file \u00e0 l\u2019autre depuis la vue d\u00e9taill\u00e9e d\u2019une file d\u2019attente.<\/li>\n<\/ul>\n<p>Genesys travaille sur de nouvelles fonctionnalit\u00e9s qui devraient \u00eatre bient\u00f4t livr\u00e9es.\u00a0 Nous avons retenu celles-ci:<\/p>\n<ul>\n<li><strong>Modifier la musique d\u2019attente pour les pauses initi\u00e9es par agent<\/strong><\/li>\n<li><strong>Int\u00e9gration Microsoft Teams : <\/strong>Genesys poursuit son int\u00e9gration \u00e0 l\u2019environnement Microsoft Teams en am\u00e9liorant la visibilit\u00e9 sur les pr\u00e9sences, permettre la planification de r\u00e9union Teams \u00e0 m\u00eame Genesys et faciliter les transferts d\u2019appel. Ces changements s\u2019\u00e9taleront sur plusieurs trimestres<\/li>\n<li><strong>Strat\u00e9gies d\u2019attente digitales <\/strong>Continuez de contr\u00f4ler toutes vos interactions digitales m\u00eame pendant l\u2019attente, permettant d\u2019assurer un meilleur niveau de service, interagir avec votre client, escalader&#8230;<\/li>\n<li><strong>ACW pour tous les canaux:\u00a0<\/strong>Personnalisez le comportement de l\u2019ACW pour chacun des canaux selon vos besoins.<\/li>\n<\/ul>\n<p>Vous pouvez consulter la plus r\u00e9cente <a href=\"https:\/\/help.mypurecloud.com\/release-notes\/?utm_medium=email&amp;utm_source=eloqua&amp;utm_campaign=lg-en_RSS_ft-Genesys-Cloud-Weekly%20202202230930&amp;utm_content=lg-en_RSS_ft-Genesys-Cloud-Weekly%20202202230930\" target=\"_blank\" rel=\"noopener\">infolettre de Genesys<\/a> pour plus de d\u00e9tails.<\/p>\n<p>&nbsp;<\/p>\n<p>N&rsquo;h\u00e9sitez pas \u00e0 contacter Paxyl pour en apprendre d&rsquo;avantage sur le produit Genesys Cloud CX.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Comme \u00e0 tous les mois, Genesys ne cesse d&rsquo;am\u00e9liorer son produit.\u00a0 Voici quelques fonctionnalit\u00e9s qui ont attir\u00e9es notre attention: Coaching canal voix: Les coach\/formateurs et gestionnaires qualit\u00e9 peuvent d\u00e9sormais \u00e9couter une conversation vocale et parler \u00e0 l\u2019agent en m\u00eame temps sans que le client en ait conscience. Analyse de sentiment en fran\u00e7ais (transcript): En plus [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":5143,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_theme","format":"standard","meta":{"_acf_changed":false,"_seopress_robots_primary_cat":"none","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","om_disable_all_campaigns":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"no-sidebar","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":null,"header-main-stick-meta":"","header-below-stick-meta":null,"astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"footnotes":""},"categories":[15,19],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/posts\/5184"}],"collection":[{"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/comments?post=5184"}],"version-history":[{"count":2,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/posts\/5184\/revisions"}],"predecessor-version":[{"id":5189,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/posts\/5184\/revisions\/5189"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/media\/5143"}],"wp:attachment":[{"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/media?parent=5184"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/categories?post=5184"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/tags?post=5184"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}