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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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Batch Adjust Start Times in the Schedule Editor for Ease of Use with Large Scale Changes
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As a WFM Scheduler, I want to multi-select in Schedule Editor and Adjust Start Times, choose to make the start times earlier or later by a user supplied amount, and then make that change to the entire selection, without altering the length of the shifts or activities.
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UI Import of Agent Decision Metrics to Improve Bidding Efficiency and Reduce Admin Overhead
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Decision Metric Imports will enable Workforce Management Admins to import Decision Metric Performance and Tiebreak values for use in automated allocation and approval options. Admins will be able to upload a CSV file with the user's details and values removing the need to use REST APIs to import or update the data.
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Customize Colors of Activities and Categories so that Schedules are Clearer and More Precise
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As a WFM Admin, I want to configure the font and background color for each activity code so I can establish a consistent presentation for users to understand a shift at a glance.
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Display Historical Outliers to Provide Insights into Forecasting Models
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Improve forecast accuracy and strengthen user trust by removing distortion in historical inputs while making every adjustment visible and understandable.
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Agents can Submit Adjustments for Out of Adherence Exceptions, Admins can approve in Schedule View and List View
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Agents will now be able to do offline work, take their full breaks even if they weren’t able to go on time due to a long interaction, etc. without having a negative impact on their adherence
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Enhanced Internationalization of Dates and Times for WFM Admin modules
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As a WFM Administrator, Forecaster, Scheduler, or Tracker, I want to view dates and times using my browser’s locale (if it is a valid sub-locale of my Genesys Cloud Language Preference), so I can work with dates and times in a familiar and understandable format across certain WFM modules
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Speech & Text Analytics
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Add Category Aggregate Data to Analytics Aggregate Views to Gain Detailed Performance Insights
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As an Analyst, I can view aggregate data for Categories across current Speech & Text Analytics view. So that I am able to understand granular performance insights
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Reprocess Interactions with Updated Topics On Demand through UI
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An Administrator can reprocess interactions so that Topics can be identified. So that it is possible to make changes to Topics, and update the insights identified by the system
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Remove Transcription Confidence Threshold Configuration
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- As a supervisor, I want to see the full transcript without missing segments so I can accurately review interactions
- As an analyst, I want complete transcription data so that analytics (e.g., sentiment, topics) are not impacted by filtered content.
- As an admin, I want fewer configuration options so that I don’t need to tune or troubleshoot transcription thresholds.
- As a product user, I want consistent transcription behavior across my organization without needing to understand confidence scoring.
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Recording & Quality Management
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Enable Evaluations and Survey Forms to be Division Aware
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Evaluations and Survey forms to be Division aware
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Enhanced Screen Recording Playback for Supervisor Review Efficiency
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- The primary purpose of this feature is to save supervisors time when reviewing lengthy screen recordings, such as customer interactions, training sessions, or system walkthroughs.
- Supervisors frequently need to inspect detailed on-screen elements during reviews, such as chat text or customer information. With this feature, they can zoom in on specific areas of the screen to verify accuracy and clarity without compromising resolution.
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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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