Contact center

Filter interaction transcripts by detected topics in Content Search view

Contact center managers and supervisors can now filter interaction transcripts by topics detected within interactions in the Content Search view. This feature enables managers to pinpoint interactions in which customers expressed a specific contact reason or customers or agents exhibited specific behaviors. A Topics column is also now included in the Content Search view. For more information, see Content Search view. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade II.

Audit log viewer for workforce management time-off limits and time-off plans

Contact center managers and supervisors can now use the existing Genesys Cloud auditing service to see details about time-off limits and time-off plans. The audit log viewer includes who created or changed the time-off limit or time-off plan, the actions taken, details about the time-off limit or time-off plan, and the date that the changes occurred. For more information, see View workforce management details in the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade II.