Workforce Engagement Management

09-05-2023 06:25

Tracy Vickers

August 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 this August for WEM.

Resource Management	Quality Assurance & Compliance	Employee Performance
	Copy and share interaction transcripts Administrators can now copy entire interaction transcripts and share them with team members, colleagues, and clients. For more information, see Work with a voice transcript, and Work with a digital transcript.	Quality evaluation scores now available as a gamification metric Agents can now see monthly quality evaluations schedule and performance in their Gamification scorecard. Agents can then measure their goals and objectives against the ones that their supervisor sets. For more information, see Configure gamification profile metrics, Agent activity overview, and Revise the score of an interaction.
	Additional voice transcription accuracy improvements for Japanese Genesys Cloud improved voice transcription accuracy for Japanese (ja-JP). This improvement adds the ability to automatically boost the recognition of specific words and phrases through topic configuration. For more information, see Understand program, topics and phrases.
	Sensitive Data Masking for voice interactions Genesys Cloud now masks sensitive data in voice interactions. When administrators enable this feature in their org settings, Genesys Cloud redacts the voice recordings sections and voice transcripts that contain PCI or PII data. To access this information, users must have the Recording > Recording > View Sensitive Data permission. Genesys Cloud only masks sensitive data for transcribed voice interactions. For more information, see Understand voice transcripts, Work with a voice transcript, Work with an interaction overview, and View an interaction’s details.
	Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese Extended voice transcription services support is now available for Cantonese (zh-HK), Mandarin (zh-CN), and Taiwanese (zh-TW). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry. For more information, see Genesys Cloud supported languages and Configure voice transcription.
	Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support Programs, topics, and phrases support is now available for Danish Denmark (da-DK), Finnish Finland (fi-FI), Hebrew Israel (he-IL), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). For more information, see Genesys Cloud supported languages.

Beta programs & feedback	Ideas Lab	Upcoming events
Sponsor User Program	Popular WEM ideas Genesys Cloud Roadmap Submit your idea!	Nordics & Baltics G-Summit 2023 Sept 6 \| Conference Genesys Cloud EX 101 Webinar - Session 1 Sept 13 \| Webinar Genesys Cloud EX 101 Webinar - Session 2 Sept 14 \| Webinar
BETA HQ Community		What's Next Series \| Genesys Cloud Workforce Engagement Management - September Sept 14 \| Webinar 2023 QATC Annual Conference Sept 26-28 \| Conference

Beta programs & feedback

Ideas Lab

Upcoming events