Workforce Engagement Management

Resource Management

Quality Assurance & Compliance

Employee Performance

Change agent schedulable status from the Agents view

Supervisors can now view and change the agent schedulable status directly from the Agents view. Previously, supervisors could only make this change by configuring agent permissions. For more information, see Workforce management permissions overview, Work with agents in a management unit, and Navigate the schedule editor. 

Sensitive data masking French and Italian language support

Sensitive data masking is now available for French (fr-FR) and Italian (it-IT) voice interactions. For more information, see Genesys Cloud supported languages. 

Support for disputed evaluations on gamification metrics scorecards

Supervisors and agents now experience real-time updates on agent gamification scorecards when an agent’s dispute of a completed quality management evaluation score is resolved. Once a dispute is resolved, any subsequent change in gamification points appears on agent gamification scorecards. 

Change daily values and distribution forecast modification type

Forecasters can now use the new Change daily values and distributions modification type to see a day’s predicted Offered or AHT values and the associated distribution. Administrators and supervisors can click a specific day of the week to see the daily value, broken down into 15-minute intervals, and the daily value distribution, and then copy a new value into the Modified column to view the impact on AHT/Offered distributions. They can also override the current Offered/AHT values with values from a selected historical day. This feature helps prevent the organization from reaching the current modification limits by wrapping multiple modifications into one modification. For more information, see Work with Change Daily Values and Distributions modification, Forecast modifications, and Add a forecast modification. 

Improved native voice transcription accuracy for Japanese

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

Workforce management navigation menu grouping

Administrators and contact center supervisors can now navigate more easily to work plan configuration and work plan rotations. These options are available from Admin > Workforce Management  > Work Plans. For more information, see About workforce management, Add a work plan configuration, Add a work plan, and Updated Workforce Management navigation menu. 

Suppress recording when a call is on hold

Administrators can now disable call recording when a call is on hold. This configuration option helps decrease data storage usage, enhance quality management efficiency, and ensure compliance with consumer privacy regulations. For more information, see Work with an interaction overview, Enable recording, and Call recording in Genesys Cloud overview. 

Improved accuracy of Irish street names in English native voice transcription

Genesys Cloud improved native voice transcription accuracy for Irish street names in English dialects. For more information, see Genesys Cloud supported languages. 

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