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Genesys Tempo enabled by default with allowed IP addresses feature
Genesys Cloud now includes Genesys Tempo in the Allowed IP Addresses list by default, requiring no additional configuration. Genesys Tempo is a workforce management mobile application that enables users to view and manage their work schedules securely from their personal devices. The Allowed IP Addresses feature restricts access to specified IP ranges by blocking unauthorized connections from mobile browsers and other apps. By adding Tempo to the allowed list by default, administrators can maintain secure access controls while still allowing employees to use the Tempo app on their mobile devices. This update helps organizations protect their environments, support mobile workforce flexibility, and meet security requirements without additional setup.
Internationalized date formats in Genesys Tempo
Users can now view their schedule with international date formats in Genesys Tempo. This enhancement allows workforce management users to view dates in a format that matches their device’s locale settings. Dates appear in familiar, region-specific formats (for example, users in the United States see dates as M/D/YY, while users in other regions see D/M/YY). This update helps provide a more intuitive and consistent experience by displaying date and time formats according to the user’s browser locale rather than the display language.
Adherence widget available in the Activity view
Agents can now view their adherence in the new adherence widget within the Activity view. The widget displays each agent’s scheduled, actual, and exception details for the day, helping them stay informed about their adherence performance and daily targets. Agents can also access their adherence information from the schedule screen to review adherence details for today and previous days.
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Introducing Content Exploration view
Business analysts can now use the Content Exploration view to visualize and explore transcript data, helping them better understand customer and agent interactions. This feature provides dynamic search and filtering options, allowing analysts to quickly refine results using topics, empathy score, sentiment score, sentiment trend, and significant keywords. As analysts select filters, interaction counts and related results update in real time to display the most relevant conversations. This enhancement helps analysts identify trends, perform root cause analysis, and make data-driven recommendations that improve customer experience, agent performance, and overall business outcomes.
Note: This feature is available on a limited basis.
EVTS AWS transcription support for Basque, Catalan, Croatian, Galician, Romanian, Slovak, Tagalog, Thai, and Ukrainian language support
Extended Voice Transcription Services (EVTS) transcription support is now available in Basque European Union (eu-ES), Catalan Spain (ca-ES), Croatian Croatia (hr-HR), Galician Spain (gl-ES) (voice only), Latvian Lativia (lv-LV), Romanian Romania (ro-RO), Slovak (sk-SK), Tagalog Philippines (tl-PH), Thai Thailand (th-TH), and Ukrainian Ukraine (uk-UA). This feature enables administrators to configure AWS Transcribe as the voice transcription engine, expanding language coverage and providing greater flexibility in managing security and cost preferences.
Topic miner support for Arabic dialects
Topic miner is now available in Arabic United Arab Emirates (ar-AE), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), and Arabi Saudia Arabia (ar-SA). This feature enables administrators and analysts to mine for topics in this dialect across all media types to gain insights into emerging topics.
Topic miner support for Hindi dialect
Topic miner is now available in Hindi Hindu (hi-IN). This feature enables administrators and analysts to mine for topics in this dialect across all media types to gain insights into emerging topics.
Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
Genesys Cloud now streams each monitor once for concurrent digital interactions. This feature enhances video streaming in the Genesys Cloud CX digital agent workspace app while agents manage multiple digital interactions that use screen recording.
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Automatic submission of completed AI evaluations
Administrators can now configure evaluation forms to be automatically submitted when all questions are completed through AI Scoring, Evaluation Assistance, or defaults. This capability helps streamline evaluation workflows by reducing manual submissions and improving the timeliness of performance feedback. This enhancement supports faster, more consistent processing of evaluations and provides visibility into which forms were auto-submitted versus submitted manually, helping administrators and supervisors monitor evaluation activity more efficiently.
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AI-generated answers for auto-suggested articles on Agent Copilot
Administrators can now enable AI-generated answers for auto-suggested knowledge articles in Agent Copilot. During voice and digital interactions, the AI automatically curates and generates responses using relevant information from multiple knowledge sources. This enhancement helps agents quickly access accurate and contextually relevant answers, improving response quality and supporting more efficient customer interactions.
Display checklists through Agent Copilot during interactions
Administrators can now configure Agent Copilot to display checklists of up to seven items during customer interactions. The checklist can appear at the start of an interaction or be triggered by a detected intent. Agents can manually mark items as complete, or the system can automatically check them off based on the agent’s responses. This feature helps agents stay organized, follow required steps, and maintain consistency during conversations. It is especially beneficial for industries that rely on adherence to protocols or regulations, helping to improve accuracy and support compliance during live interactions.
Genesys Agent Copilot, Virtual Agent, and knowledge Czech and Hungarian language support
Genesys Cloud now supports Czech Czechia (cs-CZ) and Hungarian Hungary (hu-HU) across multiple AI capabilities, including Genesys Agent Copilot, Virtual Agent, bot flows, digital bot flows, and knowledge.
Improved Agent Copilot and Virtual Agent answer highlight for English Dialects
Genesys Cloud improved Agent Copilot and Virtual Agent knowledge answer highlights for English dialects
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