Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap // October 

11-03-2023 11:37

October 2023 

Hello, Community Members!
Genesys Cloud CX WEM team keeps working hard to deliver new and exciting features and capabilities! so let's take a look at what was released during this October for WEM.

Resource Management

Quality Assurance & Compliance

Employee Performance

Assign division specific secondary status codes for agents

Administrators and contact center supervisors can now assign secondary status codes to agents to restrict agent ability to view these codes within divisions. This feature enables supervisors to ensure that agents can only access status codes relevant to their assigned divisions. For more information, see Navigate the real-time adherence viewConfigure activity codes, and View adherence information in the schedule editor.

Improved native voice transcription accuracy for specific French dialects

Genesys Cloud improved native voice transcription accuracy for French dialects (fr-FR and fr-CA). For more information, see Genesys Cloud supported languages

View time-off balances from an external HR system on Genesys Tempo

Agents can now view time off balances that Genesys Tempo integrates from an external HR system. This feature enables agents to see their time off balance on Genesys Tempo when they create a time off request. For more information, see FAQs: Genesys Tempo™ for Android, and FAQs: Genesys Tempo™ for iOS

Improved native voice transcription accuracy for specific Spanish dialects

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

New speech and text analytics permissions

Genesys Cloud added the Speech and Text Analytics > Data > View permission that administrators and supervisors can use to give agents access to transcripts, topics, and sentiment data. The existing Recording > Recording > View or the Recording > Recording Segment > View permission now allow agents access to the interaction recording only. These updates allow for more granular control over the data that agents can view.

Agent empathy analysis API for English transcripts

Administrators can now use agent empathy analysis to gauge the level of empathy and emotional intelligence during interactions with customers. Agent empathy analysis assigns an overall empathy score to each agent’s response that measures the degree of empathy that the agent conveys. This feature enables administrators to gain insight about the agent’s ability to understand and relate to customer emotions and concerns. 

Evaluator value update based on submission

The Genesys Cloud evaluation now displays the name of the user who performed the last evaluation rescore when that user differs from the current evaluator. For more information, see View a completed evaluation . 

Quality evaluation revision enablement for rescores

Administrators can now enable agents and quality evaluators to access previous evaluation revisions due to a rescore.

Quality management evaluations assignment

Quality managers can now reassign evaluations to eligible users throughout the scoring, reviewing, and releasing evaluations workflow. With this update, assigned agents receive a notification when an evaluation is assigned to them, regardless of their availability status. In addition, users can add private comments to evaluations, ensuring confidentiality and fostering effective communication within the evaluation process.

Dispute completed quality management evaluations

Agents and supervisors can now dispute completed quality management evaluation scores. This feature provides a dispute process that guarantees a thorough re-examination of the specific evaluation and if valid, results in the appropriate score update. For more information, see Allow evaluation disputes and Manage disputed evaluations

If you want to learn more about upcoming releases, feel free to reach out to the Product Management team and schedule a chat.

#Genesys Cloud CX

#Workforce Engagement Management
#Performance Management


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