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Improved summarization readability and efficiency for agents
Administrators can now provide agents with a clearer summarization format. The conversation summary appears as an unordered sentence list, making it faster for agents to review and proofread. Agent Copilot users can also copy AI-generated summaries and easily see which wrap-up codes that the AI suggests. These updates help agents complete their post-conversation tasks more quickly and accurately.
Workforce management notifications for process automation triggers
Administrators can now use workforce management notification topics to configure triggers for process automation in Architect workflows. This update supports topics for adherence, schedule, shift trade, and time-off notifications, allowing users to automate workflows based on changes such as agent adherence updates, schedule modifications, shift trades, and time off requests. For example, when an agent falls out of adherence or submits a time off request, the system generates a notification that can trigger a custom workflow, such as a review or approval process. This flexibility helps organizations create tailored workflows for managing workforce management events and enhances operational efficiency by automating routine processes.
Workforce management Business Unit/Management Unit and Time Zone placement in views
Administrators and supervisors can now view the business unit, management unit, work team, and time zone selector fields consistently across workforce management (WFM) views. Access for these views now appear in the title bar of the relevant pages to provide a uniform look and feel. This update affects several modules:
- Management Units, Service Goal Templates, Planning Groups, Activity Codes, Forecast list, Schedules list, and Intra-Day Monitoring now appear in the Business Unit list.
- Agents, Work Plans, Work Plan Rotations, Time-Off Limits, Time-Off Plans, Time-Off Requests,and Shift Trades now show the Management Unit list.
- Real-Time Adherence includes a combined Business Unit, Management Unit, and Work Team list.
- Forecasts list, Time-Off Requests, Schedules (list), Shift Trades, and Intraday Monitoring display the Time Zone list.
Also, the Forecasts module now combines the Business Unit Time Zone and Time Zone selector into a single control. This change helps standardize the interface across WFM modules and prepares for future interface enhancements.
Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
Administrators can now access interval level performance metrics that consistently align between the Intraday Monitoring and Schedule editor views. This feature standardizes performance projections across both interfaces by displaying uniform dynamic service level data. This feature helps to ensure that administrators have a consistent view of service level predictions, which can improve decision-making and workforce planning accuracy.
Manually assign work plans with future effective dates
Administrators can now assign employees to work plans with a future effective date using manual assignment. This feature allows administrators to set up work plan changes in advance, making it easier to manage planned transitions like shifts from full time to part-time schedules. The schedule engine automatically applies these updates during future schedule generation, reducing the need for same-day changes and minimizing manual workload.
Workforce management read-only continuous forecasting
Administrators can now access the new workforce management Continuous Forecast values from the Main Forecast, which automatically generates a fresh forecast every night using the Genesys Cloud AI Automatic Best Method. This forecast appears directly in the redesigned forecasting view, which makes it easier to track and review updates in real-time. The feature benefits forecasters by continuously updating data to help improve forecast accuracy and providing more timely insights for better decision-making. This release is read-only. Continuous forecasting and the main forecast features are long-term vision for forecasting in Genesys Cloud and will be built upon in future releases. Scheduling and modifications will be supported in the future.
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Content Search lookback for words and phrases extended to 60 days
Content search users can now look up words and phrases in the interaction transcripts that date back to 60 days. To carry out this implementation, the content search lookback period for other interaction metadata including topics, categories, sentiment, empathy, and acoustics is limited to 18 months.
Voice surveys after customer interactions
Administrators can now create and deploy voice surveys that gather customer experience feedback after a voice interaction. Administrators can also view the results of these surveys through analytics views. Agents can offer customers the option to take a survey about their call experience. If the customer agrees, then the agent disconnects, the survey begins while the customer remains on the line, and the survey results are linked to the interaction. This feature helps to provide a clear picture of customer feedback and distinguishes between IVR survey results and web-based survey outcomes.
Notification API voice transcription number normalcy for Portuguese and Spanish languages
Developers who use the Notification API for voice transcription can now see normalized numbers and digits instead of the digits spelled into words. This feature extends support to Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish Spain (es-ES), and Spanish United States (es-US), in addition to English and English India dialects.
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Enhanced agent and supervisor activity overview screen
Administrators can now provide agents and supervisors with more usable space on the Agent Activity home page. This update removes the left sidebar that previously displayed the profile picture, user name, and today’s schedule. Instead, today’s schedule is now available as a widget alongside other existing widgets like Scorecard Summary and Evaluation Summary. This change simplifies the layout and provides a cleaner view, making it easier to access key information and navigate the page.
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