Workforce Engagement Management

Control scripts access based on division membership

Administrators and contact center managers can now associate scripts with divisions and use permissions within division memberships to control access for viewing or editing scripts. The Scripts page features a new Divisions column and the ability to filter and search by divisions. The Script Templates page has a refreshed look and feel. These enhancements optimize script management and grant more precise control over script access. 

Native voice transcription support is now available for German Switzerland (de-CH).

Genesys Cloud improved native voice transcription accuracy for Spanish dialects (es-ES and es-US).

Administrators can now enable push notifications for the Genesys Cloud Communicate mobile app to allow users to receive alerts when a voicemail is delivered to their voicemail box. This feature helps ensure that users stay informed of important voicemail messages, even when away from their desks.

The CX Cloud from Genesys and Salesforce now supports localization to the Salesforce system language. This feature helps agents view Genesys components in their local language, improving usability and enhancing the customer experience in multilingual regions. This update prioritizes support for languages read from left-to-right, ensuring that CX Cloud components are accessible and readable in various localized formats as needed by global teams.

Administrators can now use supporting links in the operational console to view more details and troubleshoot operational events more efficiently. When available, these links navigate administrators directly to a relevant view within Genesys Cloud, providing quick access to information that helps resolve issues. This new feature provides quick access to information that helps resolve issues and streamlines the troubleshooting process, reduces the time to navigate between different areas of the system, and improves overall operational efficiency.

Flow authors can now use the Flow Size feature to gain detailed insights into how individual flow elements contribute to overall flow size. This feature helps authors proactively manage and optimize their flows during the design process, improving flow organization and efficiency. The flow size indicator now available from the Insights and Optimization menu, allows flow authors to view how specific components affect flow size, which enables them to identify resource-heavy elements and take timely actions to optimize or redesign their flows. Also, updated flow size percentage ranges provide earlier warnings, helping authors anticipate and address potential size concerns during the creation process.

Administrators can now use enhanced filter and sort options in the workforce management schedule editor to more easily locate and manage agent shifts. Genesys reorganized the filter and sort dialog box into two tabs, Filter and Sort. New filter types allow administrators to refine the agent view by activity code, staffing group, general group, location, and reporting hierarchy. Also, the existing queues filter now supports the selection of multiple criteria. Administrators can now sort agents by the number of constraint violations and also define both a primary and secondary sort order for agents. These improvements help administrators manage shifts and address issues more effectively.

Administrators can now generate weekly staffing requirements for up to two years using an automatic best method (ABM) forecast. The staffing requirements appear in a chart and a detailed grid below the chart for a clear and comprehensive view. This feature allows administrators to explore and analyze different scenarios via modifications as adjustments to shrinkage and FTE definitions, and also export the data for all planning groups within a business unit or for selected planning groups. Administrators can access this information directly from the new Capacity Planning > Staffing Requirements option.

Genesys improved the accuracy of short-term, deferred workload predictions in the workforce management deferred work algorithm. The updated algorithm more effectively considers the timing of when deferred work is performed, which leads to better workload distribution predictions. These improvements help workforce management administrators and schedulers plan with greater confidence and precision, reduce potential inefficiencies, and align workload estimates more closely with real-world conditions. 

On May 28, 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.