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Long-term forecast and schedule generation up to 104 weeks
Administrators and supervisors can now create workforce management forecasts and schedules with start dates up to 104 weeks in the future. This change helps improve long-term workforce planning for activities such as staffing, budgeting, and compliance. Workforce management automatically adjusts the forecast duration only when a forecast or a schedule with a forecast is copied and the resulting length exceeds the 130-week future limit; in these cases, the system shortens the duration to comply with the limit. Existing forecast and schedule generation behavior remains the same.
Genesys Tempo cross-week shift trading
Administrators can now allow agents to trade shifts across different weeks, within the same planning period and schedule, in Genesys Tempo. Previously, Tempo supported shift trades only within the same week. This enhancement gives agents more flexibility to handle schedule changes on the go, while workforce management continues to evaluate trade options against existing forecasts, staffing requirements, and service goals. The added flexibility improves employee engagement in schedule management and reduces the need for manual adjustments by workforce planners.
Workforce management main forecast table view
Administrators and supervisors can now switch between a chart view and a new read-only table view on the Main Forecast page. The new table view presents the same forecast data in a clear, structured layout that works well with screen readers and keyboard navigation. Administrators and supervisors can review interval-level values, compare actuals, and forecasts across days and time periods, and validate trends more easily in the format that best fits their workflow. Users can toggle between the chart and table views on the same screen, which helps to ensure consistent analysis without changing how data is configured or displayed elsewhere.
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Improved native voice transcription accuracy for Spanish dialects
Genesys Cloud improved native voice transcription engine for Spanish dialects (es-ES, es-US). This enhancement improves voice transcription for these dialects, helping deliver more accurate and reliable transcripts.
Note: This feature is available on a limited basis.
Real-time agreement rates in evaluation forms
Administrators can now view agreement rates for questions enabled with AI Scoring or Evaluation Assistance in the Evaluation Form Editor. The editor displays agreement metrics at the form and individual question levels for the most recently published version of an evaluation form. This added visibility helps teams identify questions that may need adjustment to ensure Auto Complete evaluation forms produce the expected results.
Reply-To field in email transcripts
Administrators can now view the Reply-To field in email transcripts when that header is present. The transcript displays both the Reply-To and From fields, helping supervisors, auditors, and evaluators identify the original sender, especially when emails are forwarded through services such as Google Groups. This update reduces confusion between group addresses and individual senders.
Generate web survey links on demand with an API
Administrators can now use a public API to generate a unique, secure URL for a web survey on demand. This URL can be shared through any digital channel, most notably messaging, to deliver a survey link as part of a post-interaction message. This capability helps organizations collect customer feedback across more touchpoints while responses remain secure, attributable, and available in existing Genesys Cloud survey analytics and reporting.
Granular evaluation metrics in the Evaluation Aggregate API
Administrators can now use the Evaluation Aggregate API to retrieve evaluation metrics at the form, question group, question, and answer levels. The API supports breakdowns by form version and enables detailed analysis of performance by individual questions and answer choices. This granular data improves quality management, supports AI scoring audits, and informs targeted coaching recommendations, while providing reporting and analytics tools with scalable access to structured evaluation insights.
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API to List Past Recognitions
Genesys Cloud added a new API,
GET /api/v2
/employeeengagement
/recognitions
to enable queries for recognitions that were sent or received in the past by a specific user as well as to globally query all recognitions sent previously. To use this API, developers must have the Engagement > Recognition > View permission. This feature helps organizations that implement a formal recognition program for agent motivation and engagement.
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Summaries for consult transfers for Agent Copilot
Administrators can now enable AI-generated summaries for consult transfers in Agent Copilot. This feature ensures that after a consult transfer, both the original agent and the receiving agent receive a summary of the first part of the conversation, so each has clear context for their part of the interaction. This enhancement helps to improve efficiency and continuity by giving the receiving agent quick insight into the customer’s query and helping the original agent complete after-call work faster.
Agent Copilot queue filters
Administrators can now filter Agent Copilots to show only those configurations that have queues assigned to them. This enhancement helps administrators quickly see where Agent Copilot is deployed and then focus on the queues that actively use it. This filter helps make it easier to identify assigned queues, streamline configuration changes, and ensure that Agent Copilot management aligns with the organization's queue strategy.
Agent Copilot knowledge configuration support
Administrators can now connect knowledge configurations to Agent Copilot so that agents receive conversational, context-aware AI-generated answers from knowledge sources. This connection helps to improve the accuracy and relevance of knowledge that appears during customer interactions, including content from external repositories connected via fabric connectors. With this enhancement, administrators select knowledge base configurations during Agent Copilot configuration, which helps agents find the right information more quickly.
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