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On-queue opportunities for workforce management
Administrators can now create and publish on-queue opportunities, allowing agents to sign up for additional work time to help fill coverage gaps. Agents can browse available opportunities and request to add them to their schedules. This feature helps streamline overtime management and gives agents more flexibility to manage their schedules.
Agent Activity widgets available in Home
Agents and supervisors can now access Agent Activity features directly in Home instead of the Agent Activity page. This update brings performance, schedule, and team activity widgets into a centralized, customizable workspace with personalized pages such as My Schedule and My Scorecard. It simplifies navigation and provides quicker access to key data for managing availability and performance.
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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.
AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish
Supervisors can now use AI Summary and AI Insights features in Genesys Cloud CX for Danish Denmark (da-DK), Finnish Finland (fi-FI), Italian Italy (it-IT), Norwegian Norway (no-NO), Polish Poland (pl-PL), Swedish Sweden (sv-SE), Thai Thailand (th-TH), and Turkish Turkey (tr-TR).
Topic Miner support for Hebrew and Zulu
Topic miner is now available in Hebrew Israel (he-IL), and Zulu South Africa (zu-ZA). This feature enables administrators and analysts to mine for topics in these dialects across all media types to gain insights into emerging topics.
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Expanded free-text response limit for web and voice surveys
Administrators can now capture longer free-text responses in web and voice surveys, with the supported character limit increased from 500 to 4000 characters. This update allows participants to provide more detailed feedback and prevents responses from being truncated.
Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Administrators can now configure automated evaluation questions to focus on either the evaluated agent or the full interaction, and can target specific agents in rules for automated scoring. This enhancement helps improve the accuracy and fairness of automated evaluations, including AI Scoring and Evaluation Assistance, especially in multi-agent or IVR-heavy interactions by ensuring that only relevant transcript segments are considered for each agent. These new options are available in the evaluation form and rule configuration settings.
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Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant
Administrators can now use Genesys Cloud Copilot’s Virtual Agent Performance Analytics Assistant to ask natural language questions about bot and virtual agent performance. From the Copilot panel, users can request insights about metrics such as containment, transfers, abandonment, agent escalation, error and recognition issues, and receive concise, permission-aware summaries with suggested next steps for continuing the investigation or optimizing the configuration of the bot or Virtual Agent. This capability helps reduce the effort of finding and interpreting analytics and supports faster decisions about flow design changes including intent recognition improvement.
Summaries for long interactions in Agent Copilot
Agent Copilot now provides summaries for longer interactions that previously could not be summarized due to transcript length limits. When an interaction exceeds the supported length, Agent Copilot generates a summary based on the initial portion of the conversation. This helps agents complete after call work more efficiently without reviewing the entire interaction.
Agent Copilot and Scripter support for CX Cloud messaging and email
Genesys Cloud agents can now use Agent Copilot and Scripter in CX Cloud for messaging interactions that use BYOC for CCaaS and for email interactions. This update provides access to real-time assistance and scripting capabilities within the agent experience using the interaction context.
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