{"id":5265,"date":"2022-05-17T10:11:22","date_gmt":"2022-05-17T14:11:22","guid":{"rendered":"https:\/\/paxyl.ca\/?p=5265"},"modified":"2022-09-30T16:36:17","modified_gmt":"2022-09-30T20:36:17","slug":"nouvelles-fonctionnalites-dans-genesys-cloud-cx-roadmap-genesys-q2-2022","status":"publish","type":"post","link":"https:\/\/paxyl.ca\/nouvelles-fonctionnalites-dans-genesys-cloud-cx-roadmap-genesys-q2-2022\/","title":{"rendered":"Nouvelles fonctionnalit\u00e9s dans Genesys Cloud CX \u2013 Roadmap Genesys Q2 2022"},"content":{"rendered":"<p>Comme \u00e0 tous les mois, Genesys ne cesse d\u2019am\u00e9liorer son produit.\u00a0 Voici quelques fonctionnalit\u00e9s qui ont attir\u00e9es notre attention:<\/p>\n<ul>\n<li><strong>Introduction de l\u2019espace de travail d\u2019analyse<\/strong>: Les responsables et les superviseurs des centres de contact peuvent d\u00e9sormais utiliser le nouvel espace de travail d&rsquo;analyse pour am\u00e9liorer leur acc\u00e8s aux vues de performances. Cette fonctionnalit\u00e9 permet aux utilisateurs de cr\u00e9er et d&rsquo;enregistrer des vues personnalis\u00e9es et de basculer entre les onglets, ce qui permet d&rsquo;\u00e9conomiser du temps et des efforts.<\/li>\n<li><strong>Demandes de rappel appartenant \u00e0 l&rsquo;agent et vue des rappels programm\u00e9s: <\/strong>Les agents peuvent d\u00e9sormais s&rsquo;approprier enti\u00e8rement les rappels programm\u00e9s. Si l&rsquo;agent propri\u00e9taire du rappel n&rsquo;est pas disponible \u00e0 l&rsquo;heure de rappel planifi\u00e9e, le rappel attend que l&rsquo;agent soit disponible.\u00a0 Les superviseurs peuvent les reprogrammer, les r\u00e9affecter ou les annuler.<\/li>\n<li><strong>Prise en charge des flux de file d&rsquo;attente d&rsquo;Architect pour les flux num\u00e9riques<\/strong>: Les administrateurs et les responsables de centre de contact peuvent d\u00e9sormais cr\u00e9er des flux de messages et de courriels en file d&rsquo;attente. Cette fonctionnalit\u00e9 offre la possibilit\u00e9 de personnaliser l&rsquo;exp\u00e9rience de mise en attente du client lors d&rsquo;une interaction par message ou par courriel.<\/li>\n<li><strong>Campagnes sortantes SMS<\/strong>: Genesys Cloud prend d\u00e9sormais en charge les num\u00e9ros longs et les num\u00e9ros sans frais pour g\u00e9rer des campagnes sortantes SMS.<\/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>Notifications Courriel sans agent (Q2\/2022)<\/strong>: Nouvelle API permettant d\u2019envoyer des notifications par courriel sans solliciter un agent.<\/li>\n<li><strong>Outbound E-mail Campaigns (Q2\/2022)<\/strong>: Cr\u00e9ez une campagne de courriels pour envoyer des courriels sortants en masse.<\/li>\n<li><strong>Callbacks V2 : Phase 1 &#8211; Start and Stop Automation (Q3\/2022)<\/strong>: Am\u00e9liorez les performances des agents pour les interactions de rappel en automatisant le flux de rappel du d\u00e9but et \u00e0 la fin. Les superviseurs auront la possibilit\u00e9 de configurer des rappels en r\u00e9ponse automatiques. Les agents n&rsquo;ont pas \u00e0 composer manuellement le num\u00e9ro de rappel. De plus, une fois l&rsquo;appel termin\u00e9 et le code de conclusion s\u00e9lectionn\u00e9, le rappel sera automatiquement ferm\u00e9.<\/li>\n<li><strong>Apply ACW settings across all channels (Q3\/2022)<\/strong>: Am\u00e9liorez les performances des agents sur tous les types de canaux non vocaux (chat, message, courriel, etc.) en \u00e9tendant les codes de conclusion aux canaux non vocaux, permettant ainsi aux administrateurs de mieux contr\u00f4ler l&rsquo;exp\u00e9rience des agents<\/li>\n<li><strong>Barge-in: Voice Interactions (Q3\/2022): <\/strong>Permettez aux superviseurs d&rsquo;intervenir dans une conversation vocale et de reprendre un appel.<\/li>\n<\/ul>\n<p>Pour visualiser les\u00a0 prochaines nouveaut\u00e9s, consulter le lien suivant: <a href=\"https:\/\/genesyscloud.aha.io\/shared\/d3bc714a5707a976777cdfdd719cbae0\">https:\/\/genesyscloud.aha.io\/shared\/d3bc714a5707a976777cdfdd719cbae0<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Comme \u00e0 tous les mois, Genesys ne cesse d\u2019am\u00e9liorer son produit.\u00a0 Voici quelques fonctionnalit\u00e9s qui ont attir\u00e9es notre attention: Introduction de l\u2019espace de travail d\u2019analyse: Les responsables et les superviseurs des centres de contact peuvent d\u00e9sormais utiliser le nouvel espace de travail d&rsquo;analyse pour am\u00e9liorer leur acc\u00e8s aux vues de performances. Cette fonctionnalit\u00e9 permet aux [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":5327,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","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":"default","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":"","header-main-stick-meta":"","header-below-stick-meta":"","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\/5265"}],"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=5265"}],"version-history":[{"count":3,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/posts\/5265\/revisions"}],"predecessor-version":[{"id":5274,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/posts\/5265\/revisions\/5274"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/media\/5327"}],"wp:attachment":[{"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/media?parent=5265"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/categories?post=5265"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/paxyl.ca\/wp-json\/wp\/v2\/tags?post=5265"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}