Library Entry

Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts

In this video @Gaurav Srivastava talks about native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcript. Genesys Cloud native voice transcription in English now more accurately adds capitalization, periods, question marks...

Discussion Thread 4

As a QA I want to pass over the evaluation results to a coach

Discussion Thread 7

Which device did an agent use?

Discussion Thread 5

Quality Actions missing from Audit Viewer

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Quality evaluation revision enablement for rescores, Quality management evaluations assignment

In this video, Guru discusses two new features. 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...

20231025_FeatureReview_EX_QM_Quality evaluation revision for rescores-Dispute completed quality management evaluations_GP.mp4

Discussion Thread 15

Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

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Filter by evaluation form name

In this video, Stalin discusses the new feature - Filter by evaluation form name. Administrators and supervisors can now filter for evaluation form name, instead of names, in the My Evaluations view and then inspect performance data about the selected evaluation forms. For more information,...

20230419_FeatureReview_EX_Survey_Filter By Evaluation Form Name_SS.mp4

Library Entry

Overview - Quality Management Functionality within GenesysCloud

Description : In this video @Christopher Visick gives an overview of the Quality Management functionality that exists within GenesysCloud. To read more about the Quality Management solution that is available within GenesysCloud please visit the Resource Centre here ...

20230504_WEM_Quality_Management_Overview_CV (1).mp4

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Topic Spotting Improvements

In this video , @Gaurav Srivastava talks about recent improvements to Topic Spotting. Topic spotting now includes improvements to ensure that the topic spotting process recognizes numbers as alphabetical characters. This update ensures that a topic is correctly detected in a phrase that...

20230317_GS_FeatureReview_TopicSpottingImprovements.mp4

Library Entry

Screen recording with web client/browser

In this video , Joseph talks about the new feature, screen recording with web client/browser The new Genesys Cloud Background Assistant (GCBA) allows supervisors to record the screens of agents who use the Genesys Cloud web app in a browser. GCBA is a Windows background service that is...

20230310_Joseph_FridayFeatureReview.mp4.mp4