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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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Add a table View to the Main Forecast to make it more accessible
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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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Allow Forecast and Schedule Generation up to 104 weeks in Advance
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Support schedule generation up to 104 weeks in the future.
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Speech & Text Analytics
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Add Question and Answer Level Metrics to Evaluation Aggregates to Enable Detailed Reporting
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The Evaluation Aggregate API will be enhanced to provide detailed, structured metrics at the form, question, and answer levels, enabling deeper insights into agent evaluations. This update will allow users to break down performance by form templates, analyze trends across specific questions and answers, and support advanced use cases such as AI scoring audits, coaching recommendations, and quality assurance. By delivering granular data in a scalable format, this feature wll empower reporting systems and analytics tools to surface actionable insights and supports upcoming WEM initiatives focused on precision-driven performance analysis.
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Extend EVTS AWS Transcribe Support for all Existing Dialects
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Extended voice transcription services support for Swahili, Welsh, Urdu, Tagalog, and Galician
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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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Chat and Messaging Transcript Sensitive Data Masking for Dutch, Japanese, Hindi, Arabic, Korean & Italian to prevent PII & PCI
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The purpose of this feature is to enhance data privacy protection in multilingual customer interactions by preventing the exposure of sensitive information across multiple European languages. It helps organizations reduce data security risks, and maintain customer trust.
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Voice Transcript Sensitive Data Masking for Japanese, Hindi, Arabic & Korean to prevent PII & PCI exposure
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The purpose of this feature is to enhance data privacy protection in multilingual customer interactions by preventing the exposure of sensitive information across these languages. It helps organizations reduce data security risks, and maintain customer trust.
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Recording & Quality Management
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Supervisor can see the "Reply-To" field in email transcripts
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As a contact center agent or supervisor, I want to see the "Reply-To" field in the email transcript view in Genesys Cloud, so that I can accurately identify the original sender of emails forwarded through Google Groups and avoid confusion caused by seeing only the Google Group’s address.
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LLM-Based answers for Automated Agent Evaluations and Interaction Assessments to Score Interactions at Scale
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- As a supervisor, I want to define a natural-language question like “Did the agent express empathy?” so that the system can automatically answer it for every interaction.
- As a QA analyst, I want to view AI-generated answers to scoring criteria questions so I can validate or override them.
- As an operations manager, I want to see aggregated answers to questions like “Why are customers calling about cancellations?” to understand emerging trends.
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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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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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