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 January for WEM.

Automate and streamline workforce management time-off requests for published schedules

Administrators can now automate the management of time-off requests for published workforce management schedules. When a time-off request is approved (whether through auto-approval or manual approval by a supervisor), the system automatically syncs the request with the published schedule and republishes it without requiring manual updates. To further enhance schedule integrity, supervisors can configure rules to check for specific activity codes in published schedules before auto-approving time-off requests. If restricted activities are detected, the system holds the request for manual review, ensuring that potential conflicts are addressed before the time-off request is finished. These updates reduce administrative effort, improve schedule accuracy, and enhance agents’ visibility into their approved time-off, all while helping supervisors manage schedules more effectively.

Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts

Genesys Cloud native voice transcription in English now more accurately adds capitalization, periods, question marks, and commas where applicable, as well as shows spoken numbers as digits int he transcription. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance.

Hindi programs, topics, and phrases support

Programs, topics, and phrases support is now available for Hindi (hi-IN).

Improved native voice transcription accuracy for French

Genesys Cloud improved native voice transcription accuracy for French dialects (fr-FR and fr-CA).

Normalization of Digits in German for Low Latency transcription

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 German (de-DE)

Improved search and filters for screen recorded interactions

Administrators can now search and filter interactions based on screen recordings. This enhancement allows users to identify and retrieve interactions that include screen recordings using updated search and filter capabilities. A new data column indicates whether an interaction was screen recorded. For example, Quality Managers can locate screen recorded conversations to assign them to evaluators for detailed review. This feature improves efficiency in managing and analyzing interactions with screen recordings. This feature confirms whether an interaction was originally screen recorded at the time of occurrence. It does not track if the screen recording was later purged due to retention rules. 

Beta programs & feedback

Ideas Lab

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• Popular WEM ideas

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• Submit your idea!

Genesys Cloud Webinar: API Foundation

February 27 | Webinar

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