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Monthly view for capacity planning results
Administrators can now view capacity planning results at a monthly level, in addition to the existing weekly view. The monthly view provides a calendar-month summary of capacity outcomes, enabling planners to quickly identify overall trends and prepare concise reports for stakeholders who need strategic insights rather than weekly detail. This enhancement reduces the manual effort required to create monthly summaries and presentations
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AI scoring model upgrade for natural-language evaluation questions
Genesys Cloud has upgraded the underlying AI model used for AI scoring of natural-language evaluation questions. This update delivers more consistent and reliable scoring across supported languages and improves how the model scales as usage grows. Customers should see more stable scoring results and improved language coverage, with no changes required to existing configurations or evaluation workflows.
Automated agent scoring in speech and text analytics programs
Administrators can now configure automated agent scoring within speech and text analytics programs to evaluate customer interactions at scale using Genesys Virtual Supervisor’s AI-powered capabilities. This feature helps to ensure consistent, high-coverage insights into agent performance by leveraging AI to score up to 100% of interactions across key areas such as compliance, sales effectiveness, and customer satisfaction. By reducing manual workload and providing timely, reliable evaluations, supervisors can more easily identify coaching opportunities and support agent development
Sensitive data masking support for Arabic, Hindi, Japanese, and Korean voice transcripts
Sensitive data masking support in voice transcripts is now available for Arabic (ar), Hindi India (hi-IN), Japanese Japan (jp-JP), and Korean Korea (ko-KR) languages. This feature prevents PII and PCI exposure.
Sensitive data masking support for Arabic, Dutch, Hindi, Japanese, and Korean chat and messaging transcripts
Sensitive data masking support in chat and messaging transcripts is now available for Arabic (ar), Dutch Netherlands (nl-NL), Hindi India (hi-IN), Japanese Japan (jp-JP), and Korean Korea (ko-KR) languages. This feature prevents PII and PCI exposure.
Extended Voice Transcription Services transition to Amazon Transcribe for all supported languages
Extended Voice Transcription Services (EVTS) now uses Amazon Transcribe as the only transcription provider for all supported languages. As the final stage of this migration, the following languages were added. Previously, EVTS used both Microsoft Azure Transcription and Amazon Transcribe. This update retains existing analytics behavior and customer experiences.
- Afrikaans
- Arabic
- Basque
- Catalan
- Croatian
- Czech
- Chinese
- Danish
- Dutch
- English
- Finnish
- French
- Galician
- German
- Greek
- Hebrew
- Hindi
- Hungarian
- Italian
- Japanese
- Korean
- Latvian
- Malay
- Norwegian
- Polish
- Portuguese
- Romanian
- Russian
- Serbian
- Slovak
- Spanish
- Swedish
- Tagalog
- Thai
- Turkish
- Ukrainian
- Vietnamese
- Zulu
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.
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
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Granular access control for gamification using reporting hierarchy
Administrators can now apply more granular access control to gamification data and user interfaces using attribute-based access control (ABAC) policies based on the organizational reporting hierarchy. Supervisors can view gamification data only for their direct reports, while administrators continue to have full access. With this update, access aligns more closely with reporting relationships. Managers of supervisors can also view gamification data for agents in their reporting chain, up to three levels deep. With this update, organizations can align gamification visibility with management structure and provides more appropriate access to scorecards and insights pages and widgets.
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Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
Genesys Agent Copilot summarization and advanced summarization, Genesys Virtual Agent, and AI Studio custom summaries now support Dutch Belgium (nl-BE), French Belgium (fr-BE), Polish Poland (pl-PL), and Thai Thailand (th-TH).
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