Workforce Engagement Management

• Optimize phrase performance before publishing – admins can now test a Topic Phrase and make improvements based on real usage insights from historic interactions directly within the Topic Editor.

• Filter interactions by Program and Detected Category in the Content Search view. This feature enables users to seamlessly analyze and share relevant information for each interaction based on program and category insights. 

• Enhanced readability of Spanish language post-call transcriptions by formatting verbal numbers or specific entities into their written form, e.g. "nineteen seventy-nine" becomes "1979". This ensures a seamless workflow by easily identifying the key points within an interaction. 

• Seamlessly synchronize screen recording playback with the corresponding audio from a selected call recording, enabling efficient quality evaluations – particularly when reviewing trunk-side or station-side interactions. 

• Genesys Cloud now delivers continuously refreshed content to personalize workforce development and boost employee engagement. Ensure training materials stay aligned with evolving priorities through updated built-in learning modules for agents and supervisors, provided by Genesys Beyond. 

• Supervisors can accelerate employee evaluations with a new functionality to print and export Scorecard Insight details directly from the Agent Summary page in the Insights tab. This feature provides a dedicated print view for generating a print-friendly .pdf as well as the option to download agent performance data as a .csv file. 

• Streamline form design by enabling multiple answer selections using the new multi-select question type. This update allows evaluators to select more than one response from a predefined list, providing more accurate and flexible assessments. 

• As quality managers and supervisors fully leverage AI Scoring into their workflows, evaluations have now increased up to 50 interactions per agent daily, reducing manual effort during the quality management process – helping identify trends faster and provide continuous improvement. 

• Expanded schedule trade functionality to empower agents with even greater control over their work-life balance. Agents can now propose schedule trades across different calendar weeks. For example, Employee A's Monday in Week 1 for Employee B's Friday in Week 2, using both the desktop and temporary mobile UI. This gives agents more flexibility while helping planners enforce fair, policy-aligned scheduling.   

• Genesys Cloud WFM now supports time-off requests up to 2 years in advance - making long-term vacation planning easier. This update is especially valuable during time-off bidding periods in Q4 when agents submit requests for the entire following year. This gives both agents and planners the long-term visibility they need, without technical limits getting in the way.

#Workforce Management
#ScheduleManagement
#Intraday,Shrinkage,Adherence
#CoachingandLearning
#QualityEvaluations
#SpeechandTextAnalytics
#Recording,Policies

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Christopher Lapena
Product Marketing Manager
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