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STA and WEM add-on licensing now based on permissions
Administrators can now control Speech and Text Analytics (STA) and Workforce Engagement Management (WEM) add-on licensing by assigning explicit permissions to users. This change decouples transcription usage from STA and WEM Add On billing, allowing transcription to be billed independently on a per-minute basis. This update helps to ensure that only users with the appropriate permissions are billed for STA and WEM add-ons, providing greater flexibility and cost control for organizations
Increased planning group and staffing group limits in capacity planning
Administrators can now configure capacity plans with more planning group and staffing group associations in Capacity Planning. Previously, capacity plans supported up to 10 planning groups and 10 staffing groups. With this update, planners can model more complex operational structures within a single capacity plan and filter planning and staffing groups at the association level to focus on the most relevant parts of the plan. The increased limits are not applied automatically. Organizations that require higher limits must submit a Care case to request an increase.
WFM Time Off Assistant AI agent
Supervisors and administrators can now use the WFM Time Off Assistant AI agent to list, approve, and reject pending time off requests, as well as view limits and balances for agents within Genesys Cloud. This AI-driven feature streamlines time off management by enabling conversational interactions and automating common tasks. The assistant is designed to securely handle sensitive employee data.
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Improved transcription accuracy for native voice transcription
Genesys Cloud has enhanced the native transcription engine to deliver more accurate and reliable transcripts. Improvements include better recognition of brand names and alphanumeric content, resulting in closer alignment between audio and text. These enhancements can improve the quality of features such as sentiment analysis, topic detection, and insights.
Add dictionary terms to EVTS - Transcribe
Administrators can now use Dictionary Management to add organization-specific words and phrases to the dictionary for Extended Voice Transcription Services (EVTS) dialects in Genesys Cloud. This enhancement enables more accurate transcription of key business terms and supports real-time updates for custom vocabulary, helping organizations tailor transcription results to their unique needs.
Topic miner support for Turkish dialects
Genesys Cloud now supports topic miner for Turkish Turkey (tr-TR) conversation transcripts, enabling automated discovery of recurring themes and emerging topics in these languages.
Work team as a permission condition in recording access control
Administrators can now control access to interaction recordings by applying work team as a permission condition. This enhancement enables users to play back only recordings or recording segments involving members of their assigned work teams, simplifying permission configurations that previously relied on user and queue conditions. It provides a more intuitive way to manage recording access for groups of users.
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Agreement score visibility in evaluation form editor
Quality managers can now view the agreement score for evaluation forms directly within the form editor. This enhancement shows how closely automated questions (AI Scoring, Evaluation Assistance) align with human evaluations for the last published version of the form and includes a link to a read-only view of that version. These improvements help quality managers make informed updates to evaluation forms without leaving the edit workflow.
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Configure retention period for Genesys Agent Copilot summaries
Administrators can now configure how long Genesys Agent Copilot summaries are retained. Previously, summaries automatically expired after 10 days unless saved externally or sent to Insights in Supervisor Copilot. With this update, administrators can set the summary time to live from 1 hour up to 10 days, providing more control over data retention.
Genesys Agent Copilot expansion to social and digital messaging channels
Administrators can now enable Genesys Agent Copilot features across Facebook, Instagram, X (Twitter), Open Messaging, Open Social, and Google Business Profile for both direct messages and public social interactions. This expands AI-powered assistance across more digital and social channels, enhancing communication between agents and customers across these channels.
Allow for opting in to the latest model for Agent Copilot summary generation
Administrators can now opt in to use the latest generative AI models for Agent Copilot summary generation as soon as they become available. This feature provides greater control over model adoption, enabling organizations to take advantage of new summarization technologies on their own timeline.
View and compare performance data for Agent Copilot-enabled agents
Administrators can now view Agent Copilot Performance dashboard metrics that reflect only agents with Agent Copilot assigned when filtering by queue. Metrics are calculated based on whether agents have Agent Copilot enabled, allowing accurate comparison between agents with and without Agent Copilot. UI messaging and tooltips have also been updated to clarify the purpose of the Queue and Comparison Queue selections.
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