Workforce Engagement Management

Resource Management

Quality Assurance & Compliance

Employee Performance

Approve time-off requests based on agent hire date

Administrators and contact center supervisors can now see, sort, and filter an agent’s hire date. This feature enables supervisors to determine seniority when they approve or deny time-off requests. For more information, see Navigate the time-off requests page.

Introducing Genesys Cloud Background Assistant for screen recording with the web app

The new Genesys Cloud Background Assistant (GCBA) allows supervisors to record the screens of agents who use the Genesys Cloud web app in a browser. GCBA is a Windows background service that is installed on the user’s desktop. Previously, supervisors could record only the screens of agents who used the Genesys Cloud desktop app. For more information, see About Genesys Cloud Background Assistant (GCBA).

Evaluation source in evaluation cards

Administrators and contact center supervisors can now see the evaluation source on an evaluation card. This feature enables supervisors to better understand how an evaluation was created. For more information, see View a completed evaluation. 

Introducing regional storage for call recordings

Organizations can now store call recordings in the Genesys Cloud media region that handled the customer session of the call in Global Media Fabric. This feature helps organizations meet data residency requirements. For more information, see Store recordings in local Genesys Cloud regions. 

Archive and unarchive learning modules

Learning administrators can now retire older modules to an archive. This feature ensures that focus remains on the most current training material and provides the ability to immediately remove all assignments or gracefully retire a module while active assignments remain open. All existing score and completion data remains in Genesys Cloud. Administrators can restore an archived module back to an active state. For more information, see Archive a development and feedback module. 

Topic spotting improvement

Topic spotting now includes improvements to ensure that the topic spotting process recognizes numbers as alphabetical characters. This update ensures that a topic is correctly detected in a phrase that contains numbers that end with punctuation, such as inquiring whether a model number is in stock with a question mark or expressing emphasis with an exclamation mark. For more information, see Work with a topic.

Additional voice transcription accuracy improvements for Spanish

Genesys Cloud improved voice transcription accuracy for Spanish dialects (es-ES and es-US). For more information, see Genesys Cloud supported languages. 

Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages

Extended voice transcription services support is now available for Dutch Netherlands (nl-NL), German Germany (de-DE), Italian Italy (it-IT), Korean Korea (ko-KR), Polish Poland (pl-PL), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish Spain (es-ES), Spanish US (es-US), English Australia (en-AU), English Great Britain (en-GB), English India (en-IN), and English South Africa (en-ZA). Extended voice transcription services incur an additional cost per minute. For more information, see Genesys Cloud supported languages and Configure voice transcription.

• Sponsor User Program

• Popular WEM ideas
• Trending WEM ideas
• Submit your idea!

• BETA HQ Community