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Workforce management capacity planning
Planners can now create long-term capacity plans to project staffing needs for each planning group up to two years in advance. This feature enables contact centers to identify potential overstaffing and understaffing, align hiring strategies with forecasted demand, and improve long-term workforce planning and goal setting.
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Program and Detected Category filters and columns in Content Search view
Analysts can now filter interactions by Program and Detected Category in the Content Search view. This feature also allows analysts to add Program and Category columns to the results, enabling them to see relevant information for each interaction at a glance. After adding these columns, analysts can analyze and share interaction data more easily based on program and category insights.
AI insights about reasons for customer sentiment
Administrators can now view AI insights to understand the reasons behind customer sentiment. The Reason for Sentiment feature helps teams quickly understand the drivers behind customer satisfaction or dissatisfaction in interactions. Instead of just showing whether sentiment is positive, negative, or neutral, the feature highlights specific factors influencing customer emotions; for example, long wait times, product issues, or agent empathy. This feature makes it easier for supervisors to find the root cause of negative experiences, coach agents based on specific moments in conversations, and spot common themes across multiple interactions.
AI Insights at a glance
Genesys Cloud now includes AI-generated summaries that highlight the reason for contact, resolution status, and follow-up action items for each customer interaction. This feature helps supervisors and business analysts quickly understand what happened during a call without reading full transcripts or listening to recordings. AI Insights identifies the main reason a customer reached out (for example, billing, support, or cancellations) and clearly marks whether the issue was resolved. It also flags any follow-up steps, like sending confirmations or escalating a case. AI Insights help supervisors detect trends, address unresolved issues, and coach agents more effectively. Business analysts also have access to the context they need to recommend improvements to processes, training, and services.
Evaluate up to 50 interactions per agent daily with AI Scoring
Administrators can now evaluate up to 50 interactions per agent daily with AI Scoring. This change reflects observed system performance and real-world usage and allows for broader coverage of agent interactions. With this update, quality managers and supervisors can review more conversations in a single day, helping them identify trends faster and provide more timely coaching. This helps increase the impact of AI Scoring while reducing reliance on manual quality evaluations.
Multiple answer selection in evaluation form questions
Administrators can now enable multiple answer selection using the new multi-select question type. This update helps administrators design more accurate and flexible assessments by letting evaluators select more than one response from a predefined list. Previously, multiple choice questions only allowed a single answer. With multi-select support, form creators can reduce redundancy and better reflect real-world evaluation criteria. This update also helps streamline form design and makes responses easier to interpret.
Improved readability of native voice transcription in Spanish language transcripts
Genesys Cloud native voice transcription now supports capitalization, punctuation, and normalization of digits for Spanish language transcripts.
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Genesys Agent Copilot and Genesys Virtual Agent Turkish language support
Agent Copilot and Genesys Virtual Agent are now available for Turkish Turkey (tr-TR).
Agent Copilot summary API metrics and edited summaries
Administrators can now track how agents interact with AI-generated summaries using the Agent Copilot Summary Analytics API. This feature includes metrics for how often summaries are presented, edited, submitted, copied, and the amount of positive and negative feedback that agents provide. The API also tracks AI-predicted wrap-up code submissions. In addition, the Agent Copilot Summary Conversation API now includes edited summaries, along with associated reason and resolution fields, which helps to ensure that CRM systems receive both the original AI-generated summary, and any agent changes. These updates give supervisors more visibility into how agents use Copilot summaries and help support monitoring, reporting, and coaching efforts. Agent Assist summaries are not included in this update and will be addressed separately.
Customizable summaries in AI Studio
Administrators can now customize how summaries appear in Agent Copilot. These configurations customize the summaries that Agent Copilot generates, including level of detail, custom insights, formatting, PII avoidance, and other insights. This feature helps reduce after call work (ACW), and if combined with accurate transcription, allows for more precise capture of the integration and a faster way for supervisors or quality managers to review an interaction. This feature is currently only available for all English dialects and Spanish ES-US.
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