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Workforce management unavailable times flexible scheduling
Agents can now specify their unavailable times to indicate when they cannot work, allowing schedules to better align with personal needs and commitments. Administrators and supervisors can use this information within workforce management to generate and adjust schedules that respect each agent’s availability while maintaining operational coverage. This enhancement supports compliance with regional labor practices and agreements, particularly in the Netherlands, Belgium, Luxembourg, and surrounding regions, where agent-declared availability must be treated as a hard constraint. Agents can visibly enter and confirm their availability, while schedulers use this data to create shifts that adhere to these limits and to manage exceptions in coordination with employees or worker councils when needed.
Workforce management business units increased route path capacity
Genesys Cloud workforce management now supports up to 2,000 route paths per business unit, doubling the previous limit of 1,000. This update helps large organizations manage more complex routing needs while maintaining system stability and performance. This enhancement includes architectural updates, UI adjustments, and backend improvements to ensure workforce management scales effectively for enterprise environments. With the expanded capacity, administrators can configure more route paths for scenarios such as skill-based routing, callbacks, and digital channels, supporting broader operational flexibility and planning needs.
Improved workforce management scheduling constraints
Workforce management administrators and schedulers can now use two new scheduling constraints that align with more complex labor rules and employee agreements. Schedulers can now set a maximum shift start time variance that applies across the entire planning period, rather than per week. This constraint helps maintain consistent start times for employees across multi-week or monthly schedules. For example, if the first shift of the planning period starts at 9:00 and the allowed variance is one hour, then assigned shifts during the planning period start between 8:00 a.m. and 10:00 a.m. A variance of 0:00 ensures that all shifts start at the same time. Schedulers can also set activity start times relative to the shift end time. This enhancement supports use cases where break placement must consider both the beginning and end of the shift, such as requiring a break a specific number of hours before the shift ends, which can improve flexibility for teams that use variable or flexible shifts. These updates administrators and schedulers generate automated schedules that better reflect regional labor laws and organizational policies.
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Extended voice transcription services support for Serbian
Extended voice transcription services (EVTS) support is now available for Serbian Serbia (sr-RS). 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.
Improved native voice transcription accuracy for specific English dialects
Genesys Cloud improved native voice transcription engine for English dialects (en-AU, en-GB, en-US, and en-ZA). This enhancement improves voice transcription for these dialects, helping deliver more accurate and reliable transcripts.
Note: This feature is available on a limited basis.
Set transcription dialects at the queue level for voice interactions
Administrators can now configure the transcription dialect directly at the queue level. This update provides more precise transcription for calls routed through specific queues, especially useful in multi-lingual contact centers. Previously, transcription dialects could only be set in Architect call flows or defaulted from the language setting on the trunk (methods that may not be accessible to all administrators or applicable to outbound calls). With this change, administrators can manage transcription settings without needing to modify upstream configurations, helping improve transcription accuracy for analytics, automation, and compliance.
Increase the daily automated evaluation limit
Administrators can now request an increase to the daily evaluation limit per agent, raising it from the default 50 to as many as 200 evaluations per day. This update provides added flexibility for teams that need a higher volume of evaluations to support performance monitoring, quality assurance, or compliance work. Previously, the default limit applied uniformly. Now, administrators can adjust the limit based on changing operational needs, such as seasonal demand or expanded evaluation programs. This helps ensure that organizations collect the appropriate amount of evaluation data without requiring additional configuration or workflow changes.
Manage agent auto-evaluation scoring rules through public APIs
Administrators and developers can now use new public APIs to configure, manage, and automate Agent Auto-Evaluation scoring rules. The APIs support programmatic creation, updates, validation, and enablement of scoring rules, along with role-based access for Quality and STA administrators. This capability helps organizations scale configuration, maintain consistent evaluation standards, and manage rule changes more efficiently across the organization.
Sentiment, empathy, and topic spotting support for Turkish and Zulu
Genesys Cloud now supports sentiment analysis, empathy detection, and topic spotting for Turkish (tr-TR) and Zulu (zu-ZA) transcripts.
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Updated built-in learning modules reflecting new navigation
Administrators, agents, and supervisors can now access refreshed built-in learning modules from Genesys Beyond that reflect the updated Genesys Cloud navigation. The updated modules include revised visuals, terminology, and instructions that align with the current interface, helping learners complete training with clarity and confidence. This update helps maintain consistency between the product experience and training content, reducing confusion, and improving learning continuity.
Dynamic user grouping with user management rules
Administrators and supervisors can now use the new Rule Builder feature within the User Rules page to create dynamic user groupings based on inclusion and exclusion criteria such as skills, queues, and management units. This capability allows expert users to quickly filter, manage, and perform bulk actions on specific user sets, improving efficiency and consistency across workflows. Rules are defined once and can be reused across multiple contexts, starting with learning modules and activity plans within workforce management, with additional integrations planned for future releases. By replacing manual filtering with reusable rule-based logic, the Rule Builder enhances flexibility, reduces repetitive setup, and ensures more accurate and scalable user management.
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Agent Copilot trigger events subscription
Admins can now subscribe to Agent Copilot trigger events through the Notifications API. This capability enables Agent Copilot to signal when an action should occur in a third-party application. Genesys Agent Copilot now emits two event types: a suggestion action trigger event and a suggestion action result event. For each rule action, admins can configure Copilot to send a custom trigger event rather than execute the action directly. Third-party systems can listen for these events and perform the associated action within their own application. This enhancement helps organizations integrate Agent Copilot with external systems and use its AI-driven orchestration to initiate actions beyond Genesys Cloud.
Multi-language Agent Copilots
Administrators can now create multi-language Agent Copilots that support up to 10 languages. This enhancement allows a single Agent Copilot to assist queues where agents handle multiple languages, reducing the need to create separate Agent Copilots for each language. It also enables agents with multiple language assignments to use the same copilot within a shared queue. These improvements help reduce administrative effort and increase scalability across multilingual environments. Previously, Agent Copilot supported only one language and required configuration at the queue level. The new multi-language capability removes that limitation by allowing administrators to define a single copilot with multiple supported languages.
Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish
Genesys Agent Copilot now supports Czech Czechia (cs-CZ) , Danish (da-DK), Finnish Finland (fi-FI), Norwegian (nb-NO), Portuguese (pt-PT), Swedish (sv-SE), and Turkish (tr-TR), in addition to the existing supported dialects.
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