Workforce Engagement Management

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  • 1.  Genesys Cloud release notes for July 6th 2022

    GENESYS
    Posted 07-06-2022 09:35

    Contact center

    Introducing contact center work teams

    Administrators and contact center supervisors can now group the agents they oversee into work teams. Unlike existing groups, agents may only be members of a single work team at a time. This feature allows supervisors to easily and efficiently manage their agents and evaluate performance. For more information, see About work teams and Work teams overview. This feature has no restriction by user or required user to access.

    Predictive routing queue detail report

    Contact center administrators and managers can now view detailed performance metrics that demonstrate the value that predictive routing adds for a specified queue. The predictive routing queue detail report shows performance metrics against the set KPI for individual queues. For more information, see View predictive routing queue detail report. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

    External metrics for performance scorecards

    Performance managers can now import metrics that Genesys Cloud does not include, and then incorporate those metrics as part of agent gamified performance cards. This feature expands the scope of gamification core metrics to include external KPIs, for example, CSAT (customer satisfaction scores), daily sales, first contact resolution rate, and number of generated leads. For more information, see Configure external metrics for performance scorecards. 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 I.

    Topics and sentiment metrics consolidation

    Genesys Cloud now consolidates the nTopicCommunications and oCustomerSentiment metrics for asynchronous interactions such as email and messaging for an entire thread that occurs within a 72-hour period. This feature provides more accurate metrics, showing all topics and sentiments expressed for the interaction in that time period. As a result, this consolidation may cause a delay in accessing the metrics. 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 I.

    Amazon Lex integration in Canada (Central) AWS region

    The Amazon Lex integration is now available in the Canada (Central) AWS region, in addition to US East (N. Virginia), US West (Oregon), EU (Frankfurt), EU (Ireland), EU (London), Asia Pacific (Sydney), and Asia Pacific (Tokyo) AWS regions. For more information, see About the Amazon Lex V2 integration. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

    Integrations

    SMTP server integration email error notifications to agents

    Agents in contact centers that use the custom SMTP server integration to send outbound emails now receive error notifications when the SMTP server integration fails to send the email. This feature enables agents to alert their administrator or supervisor about the error to improve customer communication and expedite problem resolution. For more information, see Use the custom SMTP server integration to send outbound emails. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.


    #GenesysCloudCX
    #WorkforceEngagementManagement

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    Tracy
    Genesys
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  • 2.  RE: Genesys Cloud release notes for July 6th 2022

    Posted 07-11-2022 04:13
    Hey Tracy,

    Would you know who the Product Manager for the Work Teams piece may be? Would love to be able to feedback on a request which will fix a problem we've been working with Genesys with for over 2 years now regarding our WFM and also our operations team for a mini request to that feature. Would be much appreciated.

    Thanks.

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    Nitin Jadva - Product Manager
    Utility Warehouse Ltd
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  • 3.  RE: Genesys Cloud release notes for July 6th 2022

    GENESYS
    Posted 07-11-2022 05:41
    Hi Nitin,

    @Paul Wood would be the PM to help you :-)​

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    Tracy
    Genesys
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  • 4.  RE: Genesys Cloud release notes for July 6th 2022

    Posted 30 days ago
    Hello,

    Where can we find a more in depth explanation on the Topics and sentiment analysis metrics consolidation change? We have noticed changes in how to navigate the topics and sentiment areas in Genesys.

    ------------------------------
    Mackenzie Becker
    Athene
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  • 5.  RE: Genesys Cloud release notes for July 6th 2022

    GENESYS
    Posted 28 days ago
    Hi Mackenzie,

    What changes have you noticed so I can try to source the answer for you?

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    Tracy
    Genesys
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  • 6.  RE: Genesys Cloud release notes for July 6th 2022

    Posted 28 days ago
    Hi Tracy,

    We have noticed that we no longer can assign a sentiment score when looking at the topics like we could before. Instead these have to be added within sentiment feedback.


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    Mackenzie Becker
    Athene
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  • 7.  RE: Genesys Cloud release notes for July 6th 2022

    GENESYS
    Posted 28 days ago
    The change is related to how/when metrics are emitted.  It does not change any navigation in the UI.

    If you can share more details on the changes you are seeing, that would be great.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 8.  RE: Genesys Cloud release notes for July 6th 2022

    Posted 28 days ago
    Thanks for the quick response!

    Since the 7/7 update we noticed that all of our topics/phrases do not have a sentiment score assigned to them anymore. Our calls now seem to only pick up topics but no positive/negative sentiments from the customer call. Prior to the 7/7 update that consolidated topics and sentiment metrics, in topic editor there was a column to assign a sentiment (positive/negative/neutral) to each phrase under a specific topic; this column has since disappeared. We also notice there is now "sentiment feedback" under quality admin that we are unsure how to use.




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    Mackenzie Becker
    Athene
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  • 9.  RE: Genesys Cloud release notes for July 6th 2022

    GENESYS
    Posted 27 days ago
    I checked with our engineering team.  There was a setting under phrases in topics where you could add sentiment, but that was inadvertently viewable in the UI and had no impact to sentiment analysis.  The correct way to add phrases with sentiment is through the Sentiment Feedback UI.

    Note that Sentiment Feedback was released quite some time ago in October of last year:
    https://help.mypurecloud.com/releasenote/october-27-2021/

    You should still be seeing sentiment data as you saw it before outside of that though.  If you are still experience a problem, I suggest opening a ServOps.

    Thanks,



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    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
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