Coming Soon this Spring...

What Is It?

Why is it Important?

Workforce Management

Support for Days in Service Goal Templates, Forecast, and Intraday Monitoring to enable longer timescales for deferred work

As a planner, I need the ability to configure Service Goal Templates in days so that I can setup a service-level goal for work items.

Improve Deferred Work Algorithm to Increase Accuracy of Short Term WFM Workload Predictions

This feature is to improve the deferred work algorithm to better factor in the temporal distribution of when deferred work actually happens to improve accuracy.

Trade Shifts across weeks (within Planning Period and Schedule) to Enhance Agent Schedule Flexibility

Enable agents to perform Shift Trades which cross weeks within the same schedule, for enhanced flexibility.

Speech & Text Analytics

Sensitive Data Masking Model Update for Improved Results in English

Improvements to Sensitive Data Masking model, that better recognizes PII and masks it correctly.

View AI Summary of Interaction Transcript to More Quickly Understand Interaction

This capability adds automated summarization for digital and voice interaction transcripts.

Enable querying Estimated Wait Time(EWT) by labels so that customers can better manage and route labeled interactions

Supervisors can now use our queue/media Estimated Wait Time(EWT) API to also get EWT by individual labels.

Translate Voice and Digital Transcripts On Demand to Enable Supervisors to Review Interactions Across Languages

Translation of interactions between languages to give supervisors a better understanding of interactions when managing interactions across dialects.

French Dialects (fr-FR, fr-CA) Support for Near Real-time Normalization of Numbers in Voice Transcriptions

Developers who use the Notification API for voice transcription can now see normalized numbers and digits instead of the digits spelled into words. This feature extends support to french (fr-FR and fr-CA)

Explain Avg Sentiment and Average Sentiment Score in Reporting UI to Clarify the Difference Between the Metrics

This feature will allow the supervisor to consistently analyze the overall sentiment score at the conversation level between different analytics views.

Content Search and Interactions List - Select Multiple Interactions to Add to Filters and Save them for Later Review

This feature will allow the user to filter interactions using multiple conversation IDs and save a specific set of interactions for later review.

Content Search API and UI: Add Categories and Programs as Filters

Users will be able to filter by Categories and Programs In Content Search

Billing Enablement for AI Translate, AI Scoring, AI Summary & AI Insights

Introduces automated billing for Supervisor Copilot features, including AI Translate, AI Scoring, AI Summary, and AI Insights.

Recording & Quality Management

Use AI Scoring to Answer Quality Evaluations to Reduce Effort

This feature will allow QM teams to setup and automatically fill in answers for an evaluation using AI to allow for operational efficiencies

Supervisor can choose which audio recording to synchronize with in screen recording playback

In screen recording playback viewer, the supervisor can now choose a particular call recording in the interaction when performing the playback of the screen recording via a drop-down menu.

Policy-based station-side call recording to capture internal calls

Administrators will be able to capture policy-based recording at the user's station handling the call.  By enabling station-side recording on the phones of specific set of users, internal calls can be captured on these users as a complimentary means to existing ACD call recordings that are otherwise already captured through external trunks.

Gamification, Performance Management & Coaching

Ability to Include/Exclude Users from Development and Feedback Auto Assignment Rules

Auto assignment rules will include/exclude users as rule items.

Add Contests within Gamification to Drive Engagement and Performance

This gives the user the ability to setup contests within or across teams in the contact center as a means to engage agents to improve on key KPIs.

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.