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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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Ability to Offer Overtime Opportunities to Employees to meet Business Needs
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WFM Schedulers will be able to create and publish On Queue Opportunities, allowing them to fill identified gaps in coverage whilst giving Agents the opportunity to sign-up for additional work time
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Schedule Bidding - Enable Agent Bidding on Actual Shifts for Fairer, More Autonomous Scheduling
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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.
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Speech & Text Analytics
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Topic Miner Support for Turkish
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To help organizations uncover insights and monitor trending issues from customer interactions in Turkish improving responsiveness and data-driven decision-making across diverse language markets.
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UI to Add Dictionary Support for EVTS with AWS Transcribe
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This will offer customers the option to add organization/vertical specific terms to the transcription engine model for a specific dialect. These user entered terms will then transcribed by the STT engine when stated during a conversation.
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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)
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This will reduce manual effort and time spent on call analysis. Empower supervisors to provide more targeted coaching and feedback.
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Topic Miner Support for Hebrew and Zulu
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This feature is to 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.
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Outline the Main Points of an Interaction Transcript to Enable the User to Drill Down into Specific Areas of Interest (AI Outline)
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This feature will take the transcript of a given interaction and outline the key points, allowing the user to get an overall understanding of the call and drill down into specific areas of interest without having to read through the entire transcript.
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Recording & Quality Management
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Administrator can Control Access of Recordings based on Work Team as Permission Conditions
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Recording view and playback permissions can be set to a specific condition. By setting these conditions, only recordings that match the conditions can be played back.
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Administrator can configure Permission Condition to control access of Screen Recording
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This will allow administrators to consistently apply the same access control to interactions recordings and to screen recordings in ACD interactions.
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Migration of Interaction Details UI to Spark v4 Flare
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This feature is to enable Supervisor or Admin currently using Interaction Details UI can have a seamless and modern user experience.
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Supervisor can monitor screens of agent desktop to conduct live supervision
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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.
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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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