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 Coming Soon this Autumn / Winter...
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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 Activity Smoothing and Schedule Variability for More Fair Schedule Generation
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Add improved logic to the Schedule Engine to help improve the smoothing of scheduled activities and reduce the number of employees schedule at the same time for off line activities.
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Display Long Term Staffing Requirements to Understand Future Staffing Needs
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Allow users to see the Required Staff when a Forecast is generated without having to generate schedules.
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Improve Deferred Work Algorithm to Increase Accuracy of Short Term WFM Workload Predictions
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The deferred work algorithm is being improved to better factor in the temporal distribution of when deferred work actually happens to improve accuracy.
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Enhance Scheduler's Agent Filter and Sort Capabilities for Faster Access
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This will enable WFM Schedulers to more efficiently include the Agents they need to manage in the Schedules module.
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Scheduled Activity Reminders Configuration for Early Notice in User Interface
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Thi feature will give Admins/Supervisors the ability to set appropriate notifications to their agents with desired timeframe depending on the activity or to disallow notifications for specific activities
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Speech & Text Analytics
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| Support for Swiss German (de-CH) in Native Voice Transcription |
Support for the Swiss German (de-CH) dialect for transcribing voice interaction natively |
| Mine for Topics in Dutch (nl-NL) Transcripts to discover new Topics or phrases |
Adding support in Topic Miner for the following dialects: Dutch (nl-NL)
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| 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 & UI: Add Acoustic Metrics and Additional Interaction Data as Filters |
The ability to use Content Search to search for conversations/interactions based on the summary acoustic information collected for conversations |
| Improved Spanish (es-ES and es-US) Native Voice Transcription Accuracy from Training Material from Falabella |
Addition of customer data to training set to improve voice transcription for Spanish - es-ES and es-US. Data donation from Falabella. |
| Explain Avg Sentiment and Average Sentiment Score in Reporting UI to Clarify the Difference Between the Metrics |
This feature will show the Average Sentiment Score across all views by default |
| German Dialects (de-DE, de-CH) Support for Near Real-time Normalization of Numbers in Voice Transcriptions |
Normalization of Digits in German for Low Latency transcription. |
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Recording & Quality Management
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Improve Content Search by Splitting Content and Metadata
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Remove duplicate entries for the same conversation.
Also:
Extend Content Search Lookback to 60 days and more.
Add advanced filtering options in content search and content exploration
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Improved Desktop Performance when Performing Screen Recording with Concurrent Interactions
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This feature will help avoid the resource demand on the agent’s desktop that causes locking, as well as optimizing the bandwidth use on the agent desktop.
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Screen Recording Interaction Search Capability - Effortlessly locate screen recorded interactions, simplifying retrieval and analysis for a seamless user experience.
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Make it easier to search and find interactions based on specific attributes:
Add filter to specify screen recording interaction type
Add screen recorded data column to specify if an interaction was screen recorded (Yes/No)
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Gamification, Performance Management & Coaching
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Improved Coaching UX with or without WFM
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Learning already provides this feature. Aligning the Coaching and Learning workflows will provide a familiar experience.
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Configurability of Activity Code Associated with Coaching and Learning for Better Schedules
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This will provide flexibility in what activities a coaching appointment is associated with when added to the WFM schedule.
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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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