Workforce Engagement Management

Add media to an Outbound SMS campaign

Administrators can now use MMS in SMS campaigns. This feature enables outbound administrators to include media with text in the Campaign SMS Template in Canned Responses and then run an SMS campaign with the included media. For more information, see Create an SMS campaign with MMS  Create an SMS campaign 

Architect voice flow access to inbound headers on BYOC Cloud calls

Flow authors can now use Architect's Get SIP Headers and Get Raw SIP Headers actions to access inbound headers on BYOC Cloud calls in voice flows and pass the SIP headers to third-party systems. This feature enables flow authors to inspect, parse, and apply conditional logic to the SIP headers during the calls and improves integration options with third-party voice systems. For more information, see Get SIP Headers action and Get Raw SIP Headers action. This feature requires no restriction by user or required user to access.

Evaluator value update based on submission

The Genesys Cloud evaluation now displays the name of the user who performed the last evaluation rescore when that user differs from the current evaluator. For more information, see View a completed evaluation . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Create in-app toast notification alert rule

Supervisors can now set in-app toast notification alerts for users with alerting permissions. For more information, see Create an alert rule . This feature requires no restriction by user or required user to access.

Quality evaluation revision enablement for rescores

Administrators can now enable agents and quality evaluators to access previous evaluation revisions due to a rescore. For more information, see View a completed evaluation . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Quality management evaluations assignment

Quality managers can now reassign evaluations to eligible users throughout the scoring, reviewing, and releasing evaluations workflow. With this update, assigned agents receive a notification when an evaluation is assigned to them, regardless of their availability status. In addition, users can add private comments to evaluations, ensuring confidentiality and fostering effective communication within the evaluation process. For more information, see Assign an evaluation to an assignee. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

View time-off balances from an external HR system on Genesys Tempo

Agents can now view time off balances that Genesys Tempo integrates from an external HR system. This feature enables agents to see their time off balance on Genesys Tempo when they create a time off request. For more information, see FAQs: Genesys Tempo™ for Android, and FAQs: Genesys Tempo™ for iOS. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Dispute completed quality management evaluations

Agents and supervisors can now dispute completed quality management evaluation scores. This feature provides a dispute process that guarantees a thorough re-examination of the specific evaluation and if valid, results in the appropriate score update. For more information, see Allow evaluation disputes and Manage disputed evaluations. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.