 |
|
What Is It?
|
Why is it Important?
|
|
Workforce Management
|
|
Schedule Bidding - Enable Agent Bidding on Actual Shifts for Fairer, More Autonomous Scheduling
|
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.
|
|
Add filter and sort options to the time off request screen and sequentially evaluate requests for auto-approval
|
This feature will help with time off bidding cycles. The system will sequentially approve time off requests according to their filtering and sorting.
|
|
Configure 15 minutes Granularity in Time Off Limits for Better Control of when Agents are Off during the Day
|
This feature will help create an easy way for admins to configure more granularity for when agents can take time off.
|
|
Work Team Level Access Control to Time Off Requests Approval
|
As a WFM Admin, I'd like my supervisors to view and approve time off only for agents assigned to them, so they do not have access to agents they are not allowed to see.
|
|
Speech & Text Analytics
|
|
AI Summary and AI Insights in Italian (it-IT), Swedish (sv-SE), Turkish (tr-TR), Thai (th-TH), Polish (pl-PL), Norwegian (nb-NO), Danish (da-DK) and Finnish (fi-FI)
|
This will reduce manual effort and time spent on call analysis. Empower supervisors to provide more targeted coaching and feedback.
|
|
Support Semantic Topic Spotting to Reduce Phrase Configuration and Increase Detection Accuracy - English Dialects Only
|
This feature will help reduce Administration overheads while increasing topic detection accuracy.
|
|
Topic Miner Support for Hebrew and Zulu
|
This feature will help organizations uncover insights and monitor trending issues from customer interactions in Hebrew, and Zulu, improving responsiveness and data-driven decision-making across diverse language markets.
|
|
Program Level Sentiment and Empathy Analysis Toggle
|
As a Compliance Manager, I want to disable empathy detection for certain regional queues to align with local labor laws and avoid potential legal risks.
|
|
Recording & Quality Management
|
|
Migration of Interaction Details UI to Spark v4 Flare
|
This feature is to enable Supervisor or Admin currently using Interaction Details UI can have a seamless and modern user experience.
|
|
Supervisor can monitor screens of agent desktop to conduct live supervision
|
This feature will allow supervisors to see what an agent is doing on their screen as they handle interactions, whether they be voice or digital interactions.
|
|
Enable Evaluations and Survey Forms to be Division Aware
|
Evaluations and Survey forms to be Division aware
|
|
Gamification, Performance Management & Coaching
|
|
|
|
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.
|