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Generate schedules using minimum coverage
Administrators can now use the minimum coverage option in Workforce Management schedule generation to create shifts that meet user-defined minimum staffing levels. This option supports situations where operational policies require the business to remain open even if forecasted demand is low. When minimum coverage is enabled, schedule generation prioritizes meeting minimum staffing requirements before other goals, such as service goal coverage during demand peaks. Schedulers configure minimum staffing in business unit settings. For more information, see the help articles on adding a business unit and configuring minimum staffing.
API to export continuous forecast data for external use
Administrators can now use a public API to export continuous forecast data, historical data, and snapshots for a specified date range. The API supports filtering by start and end dates, includes relevant metrics and actuals, and allows administrators to select output delimiters such as comma or tab. All endpoints run asynchronously and deliver results to a designated topic. This update provides self-service access to forecast data for integration with external tools and planning workflows.
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Use AI to generate topic phrases
Administrators can now use AI to generate suggested topic phrases based on a topic’s name, description, dialect, and any existing phrases. This feature helps reduce manual effort and helps to ensure more consistent coverage when you configure Speech and Text Analytics topics. Administrators can request up to 10 AI-generated phrase suggestions per request, review and edit them, and then approve which phrases to add to a topic. To manage usage and cost, Genesys Cloud supports up to 100 phrase generation requests per organization per day.
View evaluation scores in the interaction detail quality summary
Administrators can now see evaluation type, score, critical score, and evaluated agent directly in the Quality summary table in the interaction detail view. This change reduces the need to open each evaluation individually to understand who was evaluated and how they performed, and helps supervisors, evaluators, and managers make faster coaching and escalation decisions from a single view.
Introducing Content Exploration view
Business analysts can now use the Content Exploration view to visualize and explore transcript data, helping them better understand customer and agent interactions. This feature provides dynamic search and filtering options, allowing analysts to quickly refine results using topics, empathy score, sentiment score, sentiment trend, and significant keywords. As analysts select filters, interaction counts and related results update in real time to display the most relevant conversations. This enhancement helps analysts identify trends, perform root cause analysis, and make data-driven recommendations that improve customer experience, agent performance, and overall business outcomes.
Add program filter to phrase testing in Topic Editor
Administrators can now refine phrase testing by applying a program filter to historical interactions. This update allows administrators to align phrase tests with the same programs used in production topics. By selecting a program, administrators can limit testing to interactions that match the intended business context.
Topic miner support for Danish, Finnish, Norwegian and Swedish
Topic miner is now available in Danish Denmark (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). This feature enables administrators and analysts to mine for topics in this dialect across all media types to gain insights into emerging topics.
API-based dictionary management for EVTS with AWS Transcribe
Administrators can now manage custom dictionary entries for AWS Transcribe dialects used by Extended Voice Transcription Services (EVTS) through Genesys Cloud APIs. This enhancement enables organizations to create, update, and maintain organization-specific terms, such as product names and acronyms, across supported dialects, helping to improve transcription accuracy and consistency. The feature is available via API and does not require direct AWS configuration, streamlining vocabulary management for speech and text analytics
15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
Analytics data aggregates in the Genesys Cloud Notifications Service now support 15-minute interval updates. This enhancement maintains full support for existing 30-minute interval aggregates, which remain available for continued use and added flexibility. The notification structure aligns with the current 30-minute format to promote consistency and ease of integration.
Snippet recording for ACD calls
Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances. Snippet recordings are a separate category of recordings from policy-based recordings, with distinct administrative configuration and permissions for lifecycle and access control. This feature helps organizations meet regulatory requirements and provides greater flexibility in call recording management.
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Average alert time metric for Gamification Profiles
Administrators can now add an average alert time metric to agent scorecards in gamification profiles. This metric measures how long an interaction rings for an agent before they accept or deny it, highlighting individual alert response behavior rather than overall queue performance. With this insight, supervisors can recognize agents who respond quickly, identify those who consistently take longer, and target coaching on specific response patterns.
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Genesys Summarization Connector for Agent Copilot interaction summaries
Administrators can use the new Genesys Summarization Connector to integrate third-party large language models (LLM) with AI Studio and configure them to generate Agent Copilot interaction summaries. This feature allows AI Studio to use models trained on the organization’s own data or tuned for business needs to better reflect terminology and workflows.
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