Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap // November

12-02-2024 07:55

Tracy Vickers

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 November for WEM.

Resource Management

Quality Assurance & Compliance

Employee Performance

Enhanced date format display for workforce management agents

Workforce management agents can now enable date and time formats that match their regional preferences, based on their Genesys Cloud language settings and their browser’s local language configuration. This feature allows agents to view dates in a familiar, intuitive format, enhancing clarity on the Schedule pages. The agent's browser language settings further refine how Genesys Cloud displays dates and times in the Schedule pages within the Activity view. For example, an agent with an English language preference in Genesys Cloud who uses a browser set to English (United Kingdom) sees dates in day/month/year order and times in 24-hour format. Conversely, an agent with the same English preference but a browser set to English (United States) sees dates in month/day/year order and times in AM/PM format. Additionally, users of Arabic, Korean, and Traditional Chinese (zh-TW) now view times in a 12-hour format rather than 24-hour format. This update reduces date-related errors by aligning date displays with each user’s regional habits, enabling agents to interpret and enter dates accurately according to their locale.

Agent Copilot summarization model improvement

Administrators can now use the updated summarization model within Agent Copilot to improve support for outbound engagements and enhance currency recognition. The improved model helps improve the accuracy of summaries in scenarios that involve outbound communication, thus capturing key information more effectively. Also, the model now better identifies and accurately represents currency values, making financial interactions clearer and more precise. This enhancement builds upon the previous summarization capabilities to provide more robust and accurate assistance for agents.

Sentiment and agent empathy analysis for Swiss German language

Sentiment and agent empathy analysis is now available for German Switzerland (de-CH).