Resource Management

Quality Assurance & Compliance

Employee Performance

New workforce management scheduling menu

Administrators and contact center supervisors can now navigate more easily to schedules and shift trades view. These options appear under the Workforce Management  > Scheduling menu on the left side of the page. For more information see Work with workforce management schedules, Filter and sort shift trade requests, and Approve or deny a shift trade

Extended voice transcription services support for Arabic and Hebrew right to left languages

Extended voice transcription services support is now available for Arabic Saudi Arabia (ar-SA), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Tunisia (ar-TN), and Hebrew Israel (he-IL). Extended voice transcription services incur an additional cost per minute. For more information, see Genesys Cloud supported languages and Configure voice transcription. 

Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations

Genesys Cloud expanded the per agent, per day limit to 50 for the number of times that a supervisor or quality administrator can evaluate an agent with ad-hoc and policy-based evaluations. If the number of evaluations created in a single day reaches the limit, then the evaluator cannot create additional ad-hoc evaluations for the agent. For more information, see Create a new evaluation. 

Introducing new Topic tab in agent, queue, and flow summary and detail views

Administrators and supervisors can now use the new Topic tab in agent, queue, and flow summary and detail views to analyze speech and text analytics data across key contact center analytics views. This feature transforms topic data into aggregated metrics that provide insights into call reasons, organizational challenges and agent skills, and performance and behaviors. For more information, see About reports, views, and dashboards.

Performance insights view

Administrators and supervisors can use the new Insights view to compare how agents perform key measures. Supervisors can view the overall performance of agents compared to their goals, track agent improvement, assign learning modules, schedule coaching sessions, and directly follow-up with agents via chat. For more information, see Agent activity insights.

Topics and phrases support for Arabic right to left languages

Topics and phrases support is now available for Modern Standard Arabic (ar-001), Arabic United Arab Emirates (ar-AE), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Saudi Arabia (ar-SA), and Arabic Tunisia (ar-TN). For more information, see Genesys Cloud supported languages. 

Filter by evaluation form name

Administrators and supervisors can now filter for evaluation form name, instead of names, in the My Evaluations view and then inspect performance data about the selected evaluation forms. For more information, see Agents Evaluation Summary view and My Evaluations view. 

Copy an existing evaluation or web survey form

Quality administrators can now have the ability to copy an existing evaluation or web survey form, which they can update and publish as necessary. For more information, see the documentation: Copy an evaluation form and Copy a web survey form. 

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