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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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Support effective-dated staffing group assignments to automate time-off limit calculations
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As a WFM Admin, I’d like the system to consider the staffing group’s effective dates for time off limits before auto-approving time off requests. The system should also reduce the correct time off limit once a time off request is approved.
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Display Historical Outliers to Provide Insights into Forecasting Models
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Improve forecast accuracy and strengthen user trust by removing distortion in historical inputs while making every adjustment visible and understandable.
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Agents can Submit Adjustments for Out of Adherence Exceptions, Admins can approve in Schedule View and List View
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Agents will now be able to do offline work, take their full breaks even if they weren’t able to go on time due to a long interaction, etc. without having a negative impact on their adherence
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Enhanced Internationalization of Dates and Times for WFM Admin modules
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As a WFM Administrator, Forecaster, Scheduler, or Tracker, I want to view dates and times using my browser’s locale (if it is a valid sub-locale of my Genesys Cloud Language Preference), so I can work with dates and times in a familiar and understandable format across certain WFM modules
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Speech & Text Analytics
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Targeted PII Masking and Redaction to Allow SSNs to be Redacted Independently from Other PII Entities
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As a Contact Center Administrator, I want to configure SSN redaction independently from other PII entities so that I can meet compliance requirements without unnecessarily masking customer interaction details. As a Quality Manager, I want interaction context preserved while protecting SSNs so that quality evaluations remain accurate and actionable.
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Add Category Aggregate Data to Analytics Aggregate Views to Gain Detailed Performance Insights
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As an Analyst, I can view aggregate data for Categories across current Speech & Text Analytics view. So that I am able to understand granular performance insights
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Reprocess Interactions with Updated Topics On Demand through UI
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An Administrator can reprocess interactions so that Topics can be identified. So that it is possible to make changes to Topics, and update the insights identified by the system
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Customers with CX2, CX2D & Digital Upgrade 2 Licenses to have access to Content Search to better navigate through customer communications
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This feature enhances searchability and navigation within customer communications, enabling users to quickly retrieve relevant interactions for compliance, quality assurance, and customer insights.
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Sensitive Data Masking for Danish, Finnish, Norwegian and Swedish for Messaging Transcripts
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This will help organizations meet data protection standards and ensure customer privacy when handling digital interactions in Danish, Finnish, Norwegian and Swedish, especially in regulated industries.
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Sensitive Data Masking for Danish, Finnish, Norwegian and Swedish for Voice Transcripts
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This help organizations meet data protection standards and ensure customer privacy when handling voice interactions in Danish, Finnish, Norwegian and Swedish, especially in regulated industries.
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Recording & Quality Management
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Supervisor can monitor screens of agent desktop to conduct live supervision
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This feature allows supervisors to see what an agent is doing on their screen as they handle interactions, whether they be voice or digital interactions.
Screen monitoring can happen complementarily as supervisors are also voice/digital monitoring on the agent in real time, providing supervisors additional context onto why the agent handle the interaction the way they did.
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Gamification, Performance Management & Coaching
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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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