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Workforce management historical data import improvement
Administrators can now use the Historical Data Import tool to upload multiple files with no impact to previously uploaded files when they migrate forecasting data to Genesys Cloud. Each file includes a unique historical end date and affects only the queues and media that are included in the file. Historical Data Import now stores up to 50 files with a combined storage limit of 5 GB. This enhancement helps forecasters manage historical data imports more effectively, especially when setting up multiple lines of business.
Reminders for agents about their next scheduled activity
Administrators can now configure reminders, from one to 15 minutes before an agent’s next scheduled activity begins. Previously, agents received notifications only at the scheduled start time. With this update, administrators can customize notification timing based on the activity type, or choose to disable notifications for specific activities. This flexibility helps improve agent readiness and overall schedule adherence.
Set scheduling constraints for calendar months
Administrators and schedulers can now define scheduling constraints across calendar months to help balance agents’ paid hours and the number of weekends worked. This update allows administrators to set minimum and maximum limits for specific work plan shifts and restrict the number of worked weekends within a planning period. When Genesys Cloud generates schedules, the process automatically suggests the number of weeks needed to cover the full month or the remaining part of the month. This behavior helps to ensure that work plan constraints are optimized and balanced. This feature is especially beneficial in regions where labor laws require workforce management on a monthly basis, including rules for overtime, night shifts, and weekend work.
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Topic miner Swiss German language support
Topic miner is now available in Swiss German (de-CH) dialect. This feature enables administrators and analysts to to mine for topics in this dialect across all media types in order to gain insights into emerging topics.
Filter and search conversations by acoustic metrics and wrap-up codes
Administrators can now find conversations in the Content Search view based on acoustic metrics, such as agent and customer talk times, overtalk instances, and silence percentages. This feature helps teams identify interactions that contain specific speech patterns, such as long periods of silence or frequent interruptions. Also, administrators can filter searches via interaction metadata, including wrap-up codes, wrap-up notes, external tags, handle times, and interaction length. These enhancements make it easier to locate relevant conversations and analyze trends.
Agent Copilot summary analytics access via API
Administrators can now use the Agent Copilot Summary Analytics API to track the number of generated summaries and identify any that failed to generate for Agent Assist and Agent Copilot. This feature helps improve monitoring and troubleshooting by providing visibility into summary performance.
Native voice transcription support for Hebrew
Native voice transcription is now available in Hebrew Israel (he-IL).
Improved Agent Copilot summarization for English and Spanish Dialects
Genesys Cloud improved Agent Copilot summarization of interactions for English Australia (en-AU), English Great Britain (en-GB), English United States (en-US), Spanish Spain (es-ES) and Spanish United States (es-US) dialects.
Purchase Speech and Text Analytics as a standalone product
Genesys Cloud now offers Speech and Text Analytics (STA) capabilities as an add-on for organizations using Genesys Cloud CX 1 or CX 2 such as voice transcription, sentiment analysis, and topic spotting, without purchasing the full Workforce Engagement Management (WEM) Add-On. This new standalone STA offering provides greater flexibility for customers who only need speech and text analytics features. Customers can add STA to their subscription by purchasing the Genesys Cloud AI Experience Token Bundle. Organizations using both WEM and STA will continue to be billed for the WEM Add-On, as WEM includes STA. In a single organization, all users must be on either the STA Add-On or the WEM Add-On, not a mix of both.
Turn customer sentiment analysis on or off
Administrators can now enable or disable customer sentiment analysis based on their organization’s preferences and regulatory requirements. This setting applies to new interactions after the administrator configures the setting. When disabled, customer sentiment analysis does not remove previously configured sentiment feedback phrases; however, it prevents that feedback from being used in analysis going forward. This update provides organizations further granularity in speech and text analytics settings, and also aligns with the existing ability to toggle agent empathy analysis to provide administrators with consistent experiences with their analytics configuration.
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Workforce management activity codes for coaching and learning
Administrators can now set custom activity codes for coaching and learning sessions within workforce management schedules. Previously, coaching sessions defaulted to the Training activity code. This feature enables organizations to align coaching and learning activities with the most relevant categories for their business needs and provides flexibility in how coaching and learning are categorized.
Assign coaching without workforce management scheduling
Administrators can now assign coaching appointments outside of the workforce management (WFM) feature. This improvement enables supervisors to decide whether a coaching session integrates with or operates independently of WFM scheduling. Previously, coaching assignments required the use of the WFM schedule. Administrators can now opt out of this requirement and enable facilitators and attendees to participate in coaching sessions at a time that works best for them without using the schedule. Also, coaching now displays Insights data in a new, centralized view. This view consolidates key information to support effective development activities.
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