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Improved accessibility in Tempo
Genesys Cloud enhances accessibility in Tempo to better support screen readers, keyboard navigation, and other inclusive design features. This update helps ensure that all users, including those with disabilities, can navigate and interact with Tempo more effectively. These improvements align with WCAG 2.2 standards, reinforcing Genesys Cloud’s commitment to a more inclusive customer experience.
View possible shifts in the Genesys Tempo mobile app
Administrators can now allow employees to see their potential shifts for unpublished weeks in the Genesys Tempo mobile app. This update helps employees plan their work and personal lives by providing a clearer view of when they may be scheduled. With this enhancement, employees can:
- View their possible shifts on daily and weekly schedules.
- See a visual representation of their shift probability using a blue color gradient, where darker shades indicate a higher likelihood of being scheduled.
- Distinguish between scheduled and possible shifts in the monthly calendar view.
- Access estimated paid hours for each day and week.
These updates help improve schedule transparency and flexibility, making it easier for employees to plan ahead.
Daily value configuration in service goal templates
Administrators can now set a daily value of up to 366 days in Service Goal Templates (SGTs), allowing for longer timescales when managing deferred work. Previously, SGTs could only be defined in hours, minutes, and seconds. With this update, a new Days field is available, providing greater flexibility for workitem routing and service-level goal configuration. This enhancement helps improve workforce management for long-duration tasks and ensures better alignment with deferred work needs.
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Conversation summaries on transfer with Agent Assist and Agent Copilot
Genesys Cloud now automatically generates conversation summaries when agents who use Agent Copilot or Agent Assist transfer calls to another agent. When the interaction transfers to the new agent, they also receive an AI-generated summary of the previous conversation. This feature helps organizations sync the summaries to their CRM using data actions, making it easier to track and reference past interactions.
Extended voice transcription services support for Turkish
Extended voice transcription services support is now available for Turkish (tr-TR).
Support sentiment and empathy analysis for Hindi (Hi-IN)
Sentiment and empathy analysis support is now available for Hindi (Hi-IN).
Sensitive data masking support for English chat and messaging transcripts
Sensitive data masking support in chat and messaging transcripts is now available for all English dialects.
ACD voicemail transcription
Administrators can now enable ACD voicemail transcription in the organization's settings, which allows agents to read voicemail transcripts directly within the platform. This feature helps agents quickly understand the reason for a call and gather relevant information before returning it.
On demand voice and digital transcript translation
Administrators and supervisors can now use the Translate button on the Interaction Details page to translate interaction transcripts on demand. This feature helps supervisors and contact center managers quickly analyze and understand interactions in different languages without the need for external translation tools. When enabled, this feature allows supervisors to convert transcripts from voice, chat, digital messages, or emails into their preferred language. The translation appears directly beneath the original transcript, making it easier to review conversations in multiple languages.
AI-generated interaction transcript summaries
Administrators can now turn AI summaries on or off for specific queues or flows by adjusting the AI Insights toggle in the Speech and Text Analytics Program Editor page. These summaries provide an overview of key topics and issues discussed during an interaction, helping supervisors quickly assess customer sentiment, agent performance, and common themes without reading the full transcript. This feature supports transcripts in English and Spanish across voice, chat, and messaging interactions, and helps supervisors and business analysts efficiently review interactions for quality assurance, coaching, trend identification, and root cause analysis.
English voice transcript sensitive data masking improvements
Genesys Cloud improved English voice transcript sensitive data masking to increase the accuracy of PCI and PII entity detection in transcripts. Administrators can also choose which PCI and PII entities to redact. This enhancement helps ensure compliance with PCI and PII regulations by refining how sensitive data is detected and redacted.
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Trigger process automation from Coaching or Learning state changes
Administrators can now use Coaching or Learning state changes as triggers for process automation in Genesys Cloud. This feature enables automatic responses to specific events, such as updating external systems or custom metrics when training milestones are reached. For example, organizations with structured training programs can automatically update agent skills in Genesys Cloud when employees complete required training. Also, companies using gamification can update custom metrics when learning items are completed. This new capability helps organizations streamline their workflows and create tailored automation rules, reducing manual updates and improving efficiency across training and coaching processes.
Genesys Cloud updated built-in learning modules
Genesys Cloud now offers new and updated built-in learning modules for agents and supervisors. These modules, provided by Genesys Beyond, use SCORM support in Genesys Cloud, making it easier to keep training content current. Previously, built-in learning modules were hardcoded, making updates less flexible. With this change, administrators benefit from more updates to training materials, helping ensure that agents and supervisors have access to the most relevant and up-to-date information. This update also supports better integration between Genesys Cloud’s learning features and Beyond-generated content.
AI scoring in evaluation forms
Administrators and supervisors can now use generative AI to automatically answer questions in evaluation forms. AI scoring analyzes information from the Question Group, Question, Help Text, and Answers fields to generate responses. This feature helps evaluators by prefilling answers, reducing manual effort, and improving efficiency in the quality management process.
View average sentiment score across performance views
Administrators can now view the Average Sentiment Score by default in the Agent Performance, Queue Performance, and Flow Performance views. Previously, different views displayed sentiment data using different calculations. Now, all views use the same Average Sentiment Score, helping supervisors analyze sentiment trends more consistently. The Avg Sentiment metric is still available as an optional column, and a new tooltip explains the differences between the two metrics.
Add or remove individuals from automatic development and feedback modules assignment
Administrators can now manage automatic assignments for development and feedback modules at the individual level, even if those individuals do not have access to groups or ACD skills. This feature makes it easier to manage individuals from group-level training assignments without requiring additional permissions. With this new capability, administrators can adjust assignments directly from the Module Assign view or the Agent Development view, ensuring training remains relevant to each individual’s current responsibilities.
Gamification contests
Supervisors can now set up contests within or across teams to encourage agent engagement and drive improvements in key performance indicators (KPIs). Contests offer a gamified way to motivate agents by providing incentives and clear goals based on performance measures. Supervisors can create contests tailored to their team’s and business needs by choosing key metrics to emphasize and by recognizing top performers. Agents can see which contests they are participating in, understand the rules, and track their progress. Performance administrators also have visibility into ongoing contests across the organization, allowing them to provide support as needed.
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