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Enhanced dictionary management
Administrators can now manually add words to the dictionary within Genesys Cloud's Speech and Text Analytics feature, which improves the accuracy of transcribed words in voice transcription. Voice transcription services typically rely on standard dictionary words from the selected language, but organizations often have company-specific brands, terms, or acronyms that should be recognized and transcribed accurately. With this feature, customers gain the ability to enhance transcription accuracy by adding terms to the dictionary to ensure that organization-specific terminology is recognized with higher likelihood during voice interactions.
Enhanced privacy controls for ad hoc recordings
Administrators can now restrict access to an interaction's ad hoc recording section, which provides an added layer of privacy and control within Genesys Cloud. This enhancement ensures that only authorized individuals interact with recordings to safeguard user data and comply with regulatory requirements. By limiting access to this feature, Genesys Cloud aims to build trust, improve operational efficiency, and maintain a secure environment for all users.
View speech and text analytics data for a year at a time
Supervisors and analysts can now view speech and text analytics data for up to one year at a time in the Topic Trends, Agent Topics and Queue Topics views. This feature enables supervisors and analysts to gain more actionable insights over a longer duration of time.
Interaction recording download tracking in audit trail
Administrators can now see when an interaction recording was downloaded in the audit trail from the Interaction Details view. This enhancement provides a distinction between viewing the Interactions Detail view, and downloading a recording. A download action now triggers Read action and Download action audit events. Previously, the audit trail only listed the Read action for both viewing and downloading recordings. This improvement helps users track their own actions, allows administrators and supervisors to monitor user activity, and assists in troubleshooting system errors.
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Insights app for iOS
Supervisors can now use the new Insights app for iOS to monitor queues and agents in real time, even while on the go. Supervisors can also set and receive customizable alerts directly on their mobile devices. This enhancement improves efficiency for contact center supervisors.
SCORM 1.2 learning standard conformance
Genesys Cloud is now conformant with the SCORM 1.2 e-learning standard. The SCORM 1.2 packages are hosted natively and helps programmers write code that engages workforce management participants. This enhancement enables learning administrators to combine existing Genesys Cloud features, such as rich text, content management, and assessments, with SCORM packages to create custom learning solutions.
Enhanced employee recognition for improved engagement
Supervisors can now reward positive agent behavior and performance with standardized, personalized recognitions. This new feature makes it easy to send recognitions through existing views such as the agent scorecard, scorecard insights, and supervisor overview. Employees receive a banner notification in their Activity view for any recognitions. This enhancement aims to boost employee engagement and morale by providing a fun and efficient way for supervisors to acknowledge their team's efforts.
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