Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap // April 

05-01-2024 08:19

April 2024 

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 April for WEM.

Resource Management

Quality Assurance & Compliance

Employee Performance

Improved native voice transcription accuracy for Spanish dialects

Genesys Cloud improved native voice transcription accuracy for Spanish Spain (es-ES) and Spanish United States and Latin America (es-US).

Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)

Sentiment and agent empathy analysis support is now available in early preview for Danish Denmark (da-DK), Finnish Finland (fi-FI), Hebrew Israel (he-IL), Norwegian Norway (nb-NO), Polish Poland (pl-PL), and Swedish Sweden (sv-SE) languages. Sentiment analysis detects negative and positive sentiments in transcripts, and agent empathy analysis detects empathetic and unhelpful phrases in transcripts.

Improved sentiment analysis for French and Spanish languages

Genesys Cloud improved sentiment analysis and added support for agent empathy analysis for French and Spanish dialects.

Speech analytics in Genesys Cloud EX

Post-call speech analytics features are now available for Genesys Cloud EX external voice interactions. This feature enables administrators and contact center managers to gain insight into customer and agent conversations through sentiment analysis and topic trends.

Agent empathy analysis

Genesys Cloud now measures and reports on agent empathy in their interactions with customers. The reporting results help analysts improve performance management, agent evaluation, coaching, and training to improve the overall customer experience. This feature reinforces a Genesys core value to embrace empathy and enables organizations to provide a favorable customer experience with empathy as the focus.

Improved native voice transcription accuracy for Korean dialect

Genesys Cloud improved native voice transcription accuracy for the Korean Korea (ko-KR) language.


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


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