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Workforce management per minute scheduling granularity
Administrators can now create work plans that reflect per minute start times and durations for shifts and activity codes in schedule generation, rescheduling, and work plan flows. This feature provides more precise scheduling based on contracted hours and reduces the need to manually adjust toward the previous 5-minute granularity limit. Also, per minute start times and durations helps to ensure better synchronization between workforce management and HR systems.
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Extended voice transcription services support for Hindi
Extended voice transcription services (EVTS) support is now available for Hindi (hi-IN). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry.
View acoustic data in topic trends, and agent, queue, flow topic views
Administrators can now view and filter acoustic data in topic trends, and in agent, queue, flow topic views. Supervisors and analysts can access and filter acoustic metrics, including talk time, silence, overtalk, and hold music within these views. This feature makes it easier to identify patterns such as interactions with prolonged silence, and improves the analysis of communication dynamics.
Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing
Administrators can now enable Genesys Agent Assist and Genesys Agent Copilot features for English (en) dialects to manually or automatically surface knowledge in outbound engagements and provide Agent Copilot next best actions to the agent. This update provides the agent with helpful tools and suggestions during their outbound interactions, which helps to maximize agent productivity and support a uniform experience, regardless of the engagement type. This enhancement helps agents make better-informed decisions and reduces handle time, ultimately leading to improved customer interactions and a more streamlined workflow.
Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Sensitive data masking is now available for Dutch Netherlands (nl-NL), German Germany (de-DE), German Switzerland (de-CH), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish United States (es-US) and Spanish Spain (es-ES) voice interactions.
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