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Genesys Cloud WEM | Monthly Recap // January 2023 

02-02-2023 08:36

January 2023 

Hello, Community Members!
Genesys Cloud CX WEM team keeps working hard to deliver new and exciting features and capabilities! so let's take a look at what was released during January for WEM.

Resource Management

Quality Assurance & Compliance

Employee Performance
Developers can use the new historical adherence bulk request API to query agent schedule adherence and conformance history. The new API allows developers to make fewer and more efficient requests for historical agent schedule adherence. For more information, see Querying For Historical Adherence in the Developer Center. Genesys extended voice transcription services (EVTS) now supports text decorations within transcriptions. Administrators can view punctuation and capitalization that the EVTS transcription engine includes in generated transcripts. For more information, see Configure voice transcription
Quality administrators can use the new Evaluation Assistance functionality to add Evaluation Assistance Conditions to answers when they create evaluation forms. During an evaluation, this feature prefills answers automatically, based on topics detected by speech and text analytics throughout an interaction. For more information, see Create and publish an evaluation form, Edit an evaluation form, Evaluate an interaction, and Quality management roles and permissions.
Genesys Cloud now offers an employee experience license package, Genesys Cloud EX. The new package enables organizations to use the Genesys Cloud platform for key workforce engagement capabilities on interactions handled on an external platform. This initial release includes capabilities for onboarding, learning and training, workforce management, performance management, gamification, and coaching. For more information, see About Genesys Cloud EX.
Extended voice transcription services support is now available for French Canada (fr-CA), French France (fr-FR), Swedish Sweden (sv-SE), Danish Denmark (da-DK), Finnish Finland (fi-FI), and Norwegian Norway (nb-NO). Extended voice transcription services incur an additional cost per minute. For more information, see Genesys Cloud supported languages and Configure voice transcription. 
Genesys Cloud enhanced the builder interface for evaluations, surveys, and assessments. These enhancements include reduced and consolidated edit modes, updated visual hierarchy between data groups, improved visibility into form scoring functionality, and surfaced actions in relation to form construction. These changes do not impact existing feature functionality. For more information, see Create and publish an evaluation form, Edit an evaluation form, Evaluate an interaction, and Quality management roles and permissions.






    Genesys Cloud improved voice transcription accuracy for Japanese (ja-JP). For more information, see Genesys Cloud supported languages. 





    Genesys Cloud improved voice transcription accuracy for Spanish dialects (es-ES and es-US). For more information, see Genesys Cloud supported languages.

    If you want to learn more about upcoming releases, feel free to reach out to the Product Management team and schedule a chat.


    #Genesys Cloud CX
    #Workforce Engagement Management
    #Workforce Management
    #SpeechandTextAnalytics
    #Interaction Analytics

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