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Customizable activity code colors
Workforce management administrators can now customize the background and font colors for activity codes. This feature helps create a consistent visual representation of activities, making schedules easier for administrators and agents to understand at a glance.
System-detected historical forecast outliers
Administrators and workforce planners can now view system-detected historical outliers in forecast charts, tables, and the Outlier table. This feature displays both actual and normalized values, providing greater visibility into how historical data is prepared for forecasting and helping users better understand forecast inputs.
Workforce management administrator module date and time enhanced localization
Workforce management administrators can now view dates and times in administrator modules using formats that match their regional preferences. Genesys Cloud determines the appropriate format by using the user's language preference together with the browser locale when supported, providing a more familiar and consistent date and time display across workforce management modules.
Control agent shift visibility in schedules
Workforce Management schedulers can now configure, at the management unit level, how far into the future agents can view published shifts. This feature helps organizations comply with regional work practices and agreements by limiting schedule visibility while continuing to calculate time-off requests using the full published schedule. Agents only see shifts and receive notifications within the configured visibility window.
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Enhanced screen recording playback
Supervisors and evaluators can now use new playback and navigation tools to review screen recordings. These tools allow users to adjust playback speed, zoom in on specific screen areas, and pan across the screen while maintaining visual clarity. This enhancement helps improve efficiency when reviewing recordings and inspecting on-screen details.
Reprocess historical interactions with Speech and Text Analytics
Administrators and analysts can now reprocess historical interactions to update topic information when new topics are created or existing topics are modified. This feature enables identification of updated topics in past interactions using APIs, helping to ensure that analytics reflect the most current topic definitions.
Reprocess interactions with updated topics on demand through UI
Administrators and analysts can now reprocess historical interactions through the user interface to apply new or updated topics. This enhancement enables users to update topic information and retroactively identify these topics in past interactions, helping to improve insights and reporting accuracy without requiring technical API knowledge.
Live screen monitoring for agent supervision
Supervisors can now monitor an agent's desktop in real time while the agent handles ACD interactions. Screen monitoring can be used alongside voice and digital monitoring, providing additional context about agent activity during customer interactions. This feature supports multi-monitor environments and requires Genesys Cloud Background Assistant (GCBA) version 1.7.468 or later.
AI scoring support for Genesys Cloud CX2 with AI tokens
Administrators can now enable AI scoring in Genesys Cloud CX2 environments that include the Speech and Text Analytics (STA) Add-on and AI tokens. This update allows organizations to use AI scoring models, such as sentiment, compliance, and soft skills, to automatically evaluate contact center interactions without requiring a Genesys Cloud CX3 license.
Sensitive data masking support for Danish, Finnish, Norwegian, and Swedish messaging transcripts
Sensitive data masking support for messaging transcripts is now available for Danish Denmark (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). This feature automatically detects and redacts personally identifiable information (PII) and payment card industry (PCI) data, which helps to ensure customer privacy and maintain compliance with data protection standards.
Sensitive data masking support for Danish, Finnish, Norwegian, and Swedish voice transcripts
Sensitive data masking support for voice transcripts is now available for Danish Denmark (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). This feature automatically detects and redacts personally identifiable information (PII) and payment card industry (PCI) data, which helps to ensure customer privacy and maintain compliance with data protection standards.
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Filters and metrics in the Agent Copilot Performance dashboard
Supervisors can now filter the Agent Copilot Performance dashboard by Copilot or queue. This update allows supervisors to focus on specific Copilots or groups of interactions. Supervisors can also view new metrics, including answer generation metrics and After Call Work summary generation time. These metrics provide additional insight into Copilot usage and the time required to generate summaries.
Third-party application responses in Genesys Agent Copilot
Genesys Agent Copilot can now integrate with third-party applications to execute actions and display external responses directly in the Agent Copilot panel. Agent Copilot can trigger actions in external systems and receive the results through the Notifications API. Agents can view third-party responses with formatted text, titles, and source links, and can copy the content directly into conversations when needed.
Accessibility improvements in script editor
Administrators can now use updated tools with the script editor to create more accessible scripts. These enhancements modernize the script editor UI and improve usability for all users, helping to ensure a more inclusive experience when building and managing scripts.
Filters and metrics in the Agent Copilot Performance dashboard
Supervisors can now filter the Agent Copilot Performance dashboard by Copilot or queue. This update allows supervisors to focus on specific Copilots or groups of interactions. Supervisors can also view new metrics, including answer generation metrics and After Call Work summary generation time. These metrics provide additional insight into Copilot usage and the time required to generate summaries.
Intent miner Swiss German language support
Administrators can now use the intent miner to discover customer intents from Swiss German (de-CH) voice and message transcripts.
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