Resource Management

Quality Assurance & Compliance

Employee Performance

• Sentiment data in Topic Trends views

• Improved module scheduling

Contact center managers can now set recommended completion times for development and feedback modules. If the organization enables workforce management, managers can also search for the optimal times for agents to complete the modules and add modules on agents’ schedules. For more information, see Create a development and feedback module and Assign a development and feedback module.

• Mine topics from messaging transcripts

Administrators can now mine topics from messaging transcripts, in addition to call and chat transcripts. This feature enables analysts to use the mined data to create new topics or improve existing topics and minimizes the need to rely on business process knowledge and manual messaging review. For more information, see Add a new topic miner and About the topic miner. 

• Support for capitalization and punctuation in native voice transcription for English transcripts

Genesys native voice transcription in English now adds capitalization, periods, question marks, and commas where applicable. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance. For more information, see Work with a voice transcript. 

• Improved sentiment analysis for English

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