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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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Enable agents to view their adherence
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Agents will have a place to view their own adherence for today and previous days. The scheduled, actual, and exceptions will be included in the daily details so agents are informed of their daily adherence and adherence target as well as the details of their adherence.
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Enforce Start time variance across all Weeks of the Planning Period and Enable Flexible Activities to be relative to the Shift End Time
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This feature will improve the ability of Schedulers to automatically generate schedules within the system that respect more complex labor laws and employee agreements.
As a scheduler in Brazil, I'm am required to enforce a standard/the same start time across the full Planning period and not for each week within the Planning Period
As a scheduler, I must ensure the employee is scheduled for a break within 1:30 hours of the end of their shift, regardless of the shift duration.
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Speech & Text Analytics
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Mine for Topics in Arabic (ar-001, ar-AE,ar-BH,ar-EG,ar-IL,ar-SA,ar-TN) Transcripts to discover new Topics or phrases
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Support for Arabic in Topic Miner so that transcriptions generated in those languages can be mined for new phrases and/or topics in order that align to business KPIs
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| Add Language Setting at the Queue Level for Voice Transcription Service to Leverage and Set the Transcription Language Accordingly |
Provide administrator with the ability to configure a specific transcription dialect at the queue level, ensuring more precise transcription for calls routed through that queue.
The foundation for analyses of voice interactions is quality transcription, including ensuring that that appropriate dialect is being transcribed by the voice transcription engine. Today, the dialect for transcription can only be set through the call flow in Architecture or, if unspecified, through the language settings of the call trunk. Further, administrators may not have access or permission to the trunk language settings or to Architect.
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| Extend EVTS AWS Transcribe Support to 10 New Languages |
EVTS AWS transcription support for Basque, Catalan, Croatian, Galician, Romanian, Slovak, Tagalog, Thai, and Ukrainian language support.
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| Dynamic Search and Content Exploration |
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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Recording & Quality Management
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| Automated Completion of AI Answered (AI Scoring, Evaluation Assistance, Defaults) Agent Evaluations |
Increase efficiency by eliminating the human in the loop, saving time and reducing administrative overhead. It also ensures timely completion of evaluations and speeding up the cadence of getting feedback on agent interactions.
As an admin, I want the ability to configure per form whether the evaluation can be automatically submitted if all questions have been systematically answered
As a system, I want to automatically submit an evaluation that is fully completed so that the submission process is efficient and timely without manual intervention
As an admin, I want to see if an evaluation has been auto submitted by the system so that I can differentiate it
As an admin/supervisor, I want to view reports of evaluations that were submitted automatically by the system compared to ones that were submitted manually so I can monitor performance
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Gamification, Performance Management & Coaching
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Allow Rules to Define Sets of Users based on Defined Filter Criteria for Multiple Use Cases
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Rules and filters for quickly defining agent cohorts by groupings such as Skill, Queue, or Management Unit for use across experiences.
Enables consistent targeting and automation for coaching, gamification, and performance programs.
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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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