|
View volume and AHT forecasts in capacity plans
Genesys Cloud Planners can now view offered and average handle time (AHT) forecasts directly in capacity plans and export capacity plan data. This update provides visibility into key demand inputs in one place and reduces the need to navigate to the forecast view.
Time off request filtering, sorting, and sequential approval
Supervisors can now filter and sort time-off requests using additional criteria such as hire date and performance, and then evaluate requests set for manual review for sequential approval. Genesys Cloud processes requests in the selected order and stops when a request cannot be auto-approved based on time-off plan rules. Supervisors can resolve the issue and continue the evaluation process.
Blocked days and manual approval days in Tempo time-off requests
Agents can now see blocked days and manual approval days when they request time off in the Tempo mobile app. Tempo prevents agents from submitting requests on blocked days and indicates when a request includes days that require administrator approval
Sync manual schedule edits with Activity Plan occurrences
Administrators can now automatically synchronize manual schedule edits with Activity Plan occurrences. When a session that was originally scheduled using an Activity Plan is manually edited, the corresponding Activity Plan occurrence updates to reflect those changes. This helps to ensure a consistent view of scheduled activities and reduces confusion caused by discrepancies between the schedule editor and Activity Plan views.
Schedule set bidding
Administrators can now enable agents to view, rank, and submit preferences for complete schedule sets during a bidding window. This enhancement provides agents with greater control over their work schedules and improves transparency in shift allocation. After assignment, schedules follow the selected schedule set pattern until the next bidding cycle. Workforce management administrators benefit from a more streamlined bidding process and reduced manual effort.
Increased maximum work plan activity time from shift end
Administrators can now set the work plan activity constraint Maximum Length From Shift End to values up to 23:55. This update removes the previous 12-hour limit and improves support for automated scheduling in longer shifts and split-shift configurations that use extended shift containers.
Increase the granularity of time off limits to 15 minutes, by agent
Administrators can now configure time off limits in 15-minute increments so that they can control how many agents can be off at specific times during the day. This update provides more granular coverage planning when agents request time off.
Expanded employee inclusion rules for activity plans
Administrators can now use expanded filtering options to dynamically include or exclude employees in activity plans. This update adds support for ACD skills, queues, divisions, work teams, reports to, groups, management units, business units, locations, languages, and up to 50 individual users. These additional criteria help administrators create more targeted and efficient scheduling rules for bulk or recurring meetings and training sessions.
Editable activity plans for greater flexibility
Workforce management administrators can now edit specific configuration settings in existing activity plans, including activity codes, session limits, and group minimums and maximums. This enhancement also introduces more granular start time increments and session length options, allowing for more precise scheduling. These changes help ensure continuity when rules or policies change without the need to create new activity plans.
Start and end times for full-day time-off requests
Genesys Cloud now assigns start and end times to full-day time-off requests based on scheduled shifts. This enhancement helps prevent conflicts between full-day and partial-day time-off requests and reduces issues caused by overlapping or double-counted hours. It also improves how full-day requests are handled for overnight shifts and schedules that contain multiple shifts, providing more accurate time-off calculations and validations.
Work team-level access control for time-off requests
Administrators can now use a new condition in time-off request role privileges to limit a supervisor's view to only the agents assigned to their work teams. This feature helps ensure that supervisors can view, manage, and approve time-off requests only for agents within their assigned work teams, improving security and supporting organizational and union compliance requirements.
Delete activity plans and future occurrences
Administrators can now delete activity plans directly from the inactive activity plan list view. Administrators can also permanently remove future occurrences and associated sessions from schedules without deleting the activity plan. These enhancements help administrators remove outdated or unnecessary plans, improve schedule maintenance, and reduce administrative effort.
|
Additional language support for transcription
Supervisors can now use automatic speech recognition (ASR) through AWS Transcribe in Genesys Cloud for Bengali India (bn-IN), Bosnian Bosnia and Herzegovina (bs-BA), Bulgarian Bulgaria (bg-BG), Estonian Estonia (et-EE), Indonesian Indonesia (id-ID), Kannada India (kn-IN), Lithuanian Lithuania (lt-LT), Malayalam India (ml-IN), Swahili Kenya (sw-KE), Tamil India (ta-IN), Telugu India (te-IN), and Sinhala Sri Lanka (si-LK). Additionally, dictionary feedback is now supported for Turkish (tr-TR) and Hungarian (hu-HU) in Enhanced Voice Transcription Services (EVTS).
Semantic topic spotting for topic configuration
Administrators can now configure topics using a semantic topic spotting method. This feature reduces the need to define multiple phrase variations for each topic and improves detection across English dialects by using semantic similarity. This new method is available in the topic configuration workflow and can be enabled as needed. This feature is currently available for English only.
Improved native voice transcription for French dialects
Genesys Cloud now includes native voice transcription enhancements for French (fr-FR) and French Canadian (fr-CA) dialects.
Sensitive data masking support for Hebrew and Turkish voice transcripts
Genesys Cloud now supports sensitive data masking for Hebrew Israel (he-IL) and Turkish (tr-TR) in voice transcripts.
Sensitive data masking support for Hebrew and Turkish messaging transcripts
Genesys Cloud now supports sensitive data masking for Hebrew Israel (he-IL) and Turkish (tr-TR) in messaging transcripts.
Program-level sentiment and empathy analysis controls
Administrators can now enable or disable sentiment and empathy analysis at the program level. This feature provides granular control over AI-driven analytics, helping organizations comply with regional labor laws and data governance requirements by selectively disabling these features for specific programs while continuing to use them where permitted.
Increased dictionary terms limit for native transcription
Administrators can now add up to 1,000 terms to the native transcription dictionary, doubling the previous limit of 500 terms. This increase enables broader coverage of domain-specific vocabulary, improving transcription quality and topic detection accuracy, particularly in terminology-heavy industries such as healthcare.
Improved native transcription accuracy for English dialects and specialized domains
Genesys Cloud now provides improved native transcription accuracy for English dialects across various accents and specialized domains, such as healthcare and finance. This enhancement leverages a new transcription engine training cycle that incorporates diverse datasets to improve recognition quality. These improvements help increase the reliability of transcripts, analytics, summaries, and insights for supervisors, quality managers, and analysts.
Sentiment Feedback user interface modernization
The Sentiment Feedback user interface now aligns with the latest Genesys Cloud Spark V4 Flare design standards. This update improves usability, accessibility, and visual consistency while preserving existing functionality and providing a more consistent experience across Genesys Cloud.
Speech and Text Analytics configuration UI modernization
The Speech and Text Analytics configuration user interface now aligns with the latest Genesys Cloud Spark V4 Flare design standards. This update improves usability, accessibility, and visual consistency while maintaining existing functionality and providing a more consistent experience across Genesys Cloud.
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.
|
Expanded answer options for AI scoring questions
Administrators can now configure up to five answer options for AI scoring-enabled questions in quality management evaluation forms. This enhancement enables more granular performance scoring and helps evaluations more accurately reflect nuanced agent behaviors, such as varying degrees of compliance or empathy, without requiring multiple questions.
|
Genesys Agent Copilot and Virtual Agent, and knowledge Filipino, Malay, Hebrew, and Greek language support
Genesys Cloud now supports Filipino Philippines (fil-PH), Malay Malaysia (ms-MY), Hebrew Israel (he-IL), and Greek Greece (el-GR) across multiple AI capabilities, including Genesys Agent Copilot, Virtual Agent, bot flows, digital bot flows, and knowledge.
Exact match in Agent Copilot checklists
Administrators can now require an exact phrase match for Agent Copilot checklist items. When administrators enable exact match for a checklist item, Genesys Cloud checks off the item only when the agent says or types the configured phrase.
Agents can view and complete multiple Agent Copilot checklists during an interaction
Agents can now view and complete multiple checklists in Agent Copilot during a single interaction. Agent Copilot can surface additional checklists at the start of an interaction or when configured intents are detected, allowing agents to track and complete required steps as conversations progress. This feature is available with Genesys Cloud CX AI Experience.
|