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Manage time-off details in the workforce management Time-off Limits view
Administrators can now directly enter and update the details in the Hours field of the workforce management Time-off Limits view. This new feature makes it easier and more efficient to manage time-off requests and allocations. Previously, administrators had to complete a process that potentially involved multiple steps or separate requests to update their hours. Now, with direct access to the Hours field, the process is simplified and more intuitive. In addition, administrators can now view, filter, and sort the Day and Available Time-Off Hours columns. This enhancement provides a clearer and more organized view of the available time-off limits for each day, which allows for better planning and management of time-off requests.
Trade alternative shifts for enhanced workforce management shift management
Administrators and contact center supervisors can now allow agents to request to trade with the system when they require a short-notice shift change or when other shift trades are unavailable. This feature provides a reliable alternative to manage unexpected scheduling conflicts and offers agents a flexible option to address their immediate needs. Previously, agents relied on shift trades with a colleague. Workforce management evaluates daily the shift combinations generated during schedule generation and then identifies potential trade opportunities based on the updated forecast, staffing requirements, schedule changes, and service goal impacts. This continuous evaluation ensures optimized shift trades for both employee satisfaction and operational efficiency, within the limits configured by the Administrator. Administrators can enable this feature within business unit configuration via the new Alternative shifts tab.
Improved navigation between published schedules in the workforce management schedule editor
Administrators can now quickly navigate to the previous or next published schedule via new toolbar buttons in the workforce management schedule editor. This feature allows faster access to shifts in those schedules. If a schedule is older than the ones in the quick list, within -26 to +26 weeks from today, the Next Published Schedule button navigates to the earliest start date in the quick list. Previously, schedulers had to return to the module grid to find the next or previous schedule. This new feature simplifies the process, making it easier to manage schedules continuously without interruption. The navigation improves efficiency for workforce management schedulers and helps them adjust recurring activities, export activities for external processes, and determine agent schedules across schedule boundaries.
Genesys Cloud Workforce Management work plan bidding
Supervisors can now create new work plan bids to allow agents to bid for their preferred work plans. Agents can set their preferences among the available work plans, which then automatically allocates, based on bid settings and user rankings. With this new feature, administrators gain the ability to override the system's allocations. They can manually modify the assignments before they publish the results, which ensures that the work plans meet all organizational needs and preferences. This flexibility allows for better alignment of work schedules and agent availability, leading to improved operational efficiency and agent satisfaction.
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Topic miner German, Italian, and Portuguese language support
Topic miner is now available in German Germany (de-DE), Italian Italy (it-IT), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT) dialects. This feature enables administrators and analysts to to mine for topics in these dialects across all media types in order to gain insights into emerging topics.
Improved native voice transcription accuracy for Arabic dialects
Genesys Cloud improved native voice transcription accuracy for Arabic (ar-WW) language.
Improved native voice transcription accuracy for Portuguese
Genesys Cloud improved native voice transcription accuracy for Portuguese dialects (pt-PT and pt-BR).
Genesys Agent Assist available for Japanese language
Genesys Agent Assist is now available for Japanese Japan (jp-JP), including summarization.
Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce
Agents who use both voice and digital capabilities for CX Cloud from Genesys and Salesforce can now use Genesys Cloud Background Assistant (GCBA) on Windows 10 and 11 operating systems for screen recording. Administrators can install GCBA independently from CX Cloud installations. This feature addresses a gap between CX Cloud and Open CTI and is essential for quality management. With GCBA, the screen recording capabilities send appropriate signaling to authenticate the application and to track the user conversation life.
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Real time update of gamification scores
Administrators can now see immediate updates to gamification scores and agent scorecards. Previously, Genesys Cloud updated external metrics for gamification scores and agent scorecards nightly, up to seven days in the past. With this new feature, changes to external metrics for past days are now immediately reflected in gamification scores and agent scorecards. This improvement provides an accurate and timely reflection of performance metrics, which allows administrators and agents to respond to changes more quickly and effectively.
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