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What Is It?
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Why is it Important?
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Workforce Management
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API to Export Main Forecast for External Use (with extended date range)
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The feature aims to provide an alternative way to view the Main Forecast values. The addition of a table format will help you better understand the data.
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Minimum coverage improvements to schedule generation for understaffed and low volume time periods
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This will be a new WFM Schedule Generation behavior to target creating shifts to meet a user input minimum scheduled staff per planning group and time period.
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Schedule Bidding - Enable Agent Bidding on Actual Shifts for Fairer, More Autonomous Scheduling
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As a WFM Admin, I can create and manage shift bidding events using full schedule sets, so that I can personalize the scheduling experience for agents while maintaining control, fairness, and operational coverage.
As an Agent, I can view, rank, and submit preferences for complete schedule sets during a bid window, so that I have more control over when I work and can choose shifts that better align with my personal needs.
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Speech & Text Analytics
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Dynamic Search and Content Exploration
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This feature will enable business analysts to visualize and explore transcript data to help them understand what is being discussed in interactions so that they can provide suggestions on new topics to monitor or perform root cause analysis so that they suggest changes to products, services, processes and training to improve overall business performance and customer satisfaction.
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Topic Miner Support for Danish, Finnish, Norwegian and Swedish
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Topic Miner will supports Danish, Finnish, Norwegian and Swedish, enabling automated discovery of frequently discussed themes and emerging topics in conversations across these languages. This allows users to surface trends without manual labeling or predefined taxonomies.
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Generate Topics Phrases using AI to Reduce Effort in Setup
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As an Administrator, I will be able to enable AI to generate relevant phrases based on the topic's name and description so that I can set up a topic quickly and efficiently.
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Topic Miner Support for Turkish
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To help organizations uncover insights and monitor trending issues from customer interactions in Turkish improving responsiveness and data-driven decision-making across diverse language markets.
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Reprocess Interactions with Updated Topics On Demand using API
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Reprocessing allows administrators and analysts to update Topic information and identify these in historical interactions.
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Reprocess Interactions with Updated Topics On Demand through UI
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This will allow Administrators and Analysts to update Topic information and identify these in historic interactions
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API to Add Dictionary Support for EVTS with AWS Transcribe
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The purpose of this feature is to allow organizations to enhance transcription accuracy by adding custom dictionary entries—such as company-specific terms, brands, and acronyms—to AWS Transcribe through the EVTS framework.
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UI to Add Dictionary Support for EVTS with AWS Transcribe
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This will offer customers the option to add organization/vertical specific terms to the transcription engine model for a specific dialect. These user entered terms will then transcribed by the STT engine when stated during a conversation.
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Recording & Quality Management
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Agent Can Manually Start and Stop Snippet Recording to Capture a Specific Portion of an ACD Call
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This feature will enable an agent to manually initiate and stop a recording at any point during a call.
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Administrator can Control Access of Recordings based on Work Team as Permission Conditions
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Recording view and playback permissions can be set to a specific condition. By setting these conditions, only recordings that match the conditions can be played back.
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Add the Evaluation Type, Score, Critical Score and Evaluated Agent Information to Quality Summary Table for Easier Visibility
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This will provide the users with quick visual feedback on agent performance without the need to open each evaluation individually.
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Administrator can configure Permission Condition to control access of Screen Recording
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This will allow administrators to consistently apply the same access control to interactions recordings and to screen recordings in ACD interactions.
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Gamification, Performance Management & Coaching
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Average Alert Time as a new Gamification Metric to better Gauge Agent Performance
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By introducing the ability to include a metrics for Average Alert Time on agent scorecards, we provide a more holistic view on agent performance and better highlight areas that deserve recognition or require intervention for improvement.
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Genesys is committed to creating technology that empowers our customers and we are excited to present the features on our roadmap with you. This content showcases our forward-looking plans and developments, and the items shared are for informational purposes only. This content does not constitute a commitment to deliver any material, code, offerings, or functionality, and you should not rely on them to make any decisions, including any licensing decisions. Actual results or outcomes may differ from the presented information due to various factors, such as unrealized assumptions, technological advancements, evolving regulations, our expansion into new products, services, and geographic regions, or other changes in circumstances. Genesys does not assume liability for any loss, damage, or inconvenience resulting from reliance on this content.
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