Improved Automatic Best Method (ABM) forecasting accuracy
Genesys Cloud improved ABM forecasting accuracy when fewer interactions occur during off-hour peaks. This feature improves forecasting accuracy when fewer interactions occur during off-hour peaks.
Topic miner French language support
Topic miner is now available for French (fr-FR) and Canadian French (fr-CA). This feature enables analysts and administrators to use the mined data to gain insights into emerging trends in French interactions and create new topics or improve existing topics in those languages. For more information, see Genesys Cloud supported languages .
Average Talk Time gamification metric
Administrators can now configure a gamification metric based on Average Talk Time. Average Talk Time is a variation of Average Handle Time that excludes hold times and wrap-up time or ACW. For more information, see Configure gamification profile metrics.
Mine for new trending topics in email interactions
Analysts and administrators can now use the topic miner to mine for new trending topics within email interactions. This feature enables them to better understand emerging or popular subjects. For more information, see Add a new topic miner .
Learning modules with rich text format
Genesys Cloud learning modules now support rich text content. This feature enables users to create custom content within their learning experiences, enhancing engagement through stylish formatting. For more information, see Add content to a development and feedback module .
Sentiment Analytics data in Agent/Queue/Flow Topic views
Supervisors and analysts can now access sentiment data within the Agent, Queue, and Flow topic summary views. This feature enables a comprehensive understanding of sentiment performance, coupled with topic information, in key analytics reports. For more information, see Queue topics summary view , Agent topics summary view , and Flow topics summary view .
Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese
Customer sentiment analysis and agent empathy analysis are now available for Dutch (nl-NL), German (de-DE), Italian (it-IT), and Japanese (ja-JP). Agent empathy scores are currently only available via speech and text analytics APIs. For more information, see Genesys Cloud supported languages .
Screen recording available in Genesys Cloud CX 1 license
Genesys Cloud now offers screen recording to organizations with the Genesys Cloud CX 1 license. This feature does not include any functional changes. Also, the data storage allocation to Genesys Cloud’s fair-use policy across all tiers remains the same (for example, named CX1/2/3 remain at 17.5GB/25GB/32.5GB per month, respectively). For more information, see Add Workforce Engagement Management to your subscription and Screen recording policy changes for Genesys Cloud CX 1 users .
Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
Programs, topics, and phrases support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW). For more information, see Genesys Cloud supported languages.
Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu
Extended voice transcription services support is now available for Afrikaans South Africa (af-ZA), Czech Czechia (cs-CZ), Greek Greece (el-GR), Hungarian Hungary (hu-HU), Malay Malaysia (ms-MY), Russian Russia (ru-RU), Slovak Slovakia (sk-SK), Vietnamese Vietnam (vi-VN), and Zulu South Africa (zu-ZA). Extended voice transcription services incur an additional cost per minute. For more information, see Genesys Cloud supported languages.
English voice transcript sensitive data masking improvements
Genesys Cloud improved English voice transcript sensitive data masking. These improvements increase the accuracy of PCI and PII entity detection in transcripts.
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