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Workforce management shift trades external activities support
Administrators can now configure shift trade rules that allow agents to trade shifts even when external activities assigned by coaching, learning, or activity plans are present. These rules keep the external activity assigned to the original agent at the original time. This update helps increase shift trading flexibility for agents while preserving the integrity of activities assigned by coaching, learning, or activity plans.
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Improved native voice transcription for English
Genesys Cloud improved native voice transcription to better handle industry-specific language in English dialects, including healthcare, finance, and travel industries.
Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts
Sensitive data masking support in chat and messaging transcripts is now available for French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), Swiss Germany (de-CH), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-BR), and Spanish Spain (es-ES) and Spanish United States (es-US) languages.
Interaction category creation support for Korean and Japanese languages
Interaction category creation is now available for Korean Korea (ko-KR), and Japanese Japan (jp-JP) languages.
Programs, topics, and phrases support for Korean and Japanese languages
Programs, topics, and phrases support is now available for Korean Korea (ko-KR), and Japanese Japan (jp-JP).
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Schedule coaching and learning sessions with greater flexibility
Administrators can now choose from a wider range of options when scheduling coaching or learning sessions. A new algorithm highlights optimal time slots that align with workforce management service goals, while also allowing administrators to define custom time ranges when searching for available appointments. This update helps administrators better fit coaching and learning sessions into times that work for agents and facilitators, while still benefiting from system-recommended optimal slots.
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Enhanced knowledge suggestions in Genesys Agent Copilot
Genesys Cloud improved the relevance of knowledge article suggestions by refining search queries before processing search results. Non-essential elements such as stop words, greetings, and conversational phrases, are filtered out to reduce noise and improve precision. This update enhances auto-suggestions in Agent Copilot by delivering more accurate results to agents without changing how they interact with search.
Segment filtering suppression on knowledge articles for Agent Copilot
Administrators can now use an API setting to suppress segment-based filtering on knowledge bases (KBs) used in Agent Copilot. This process allows administrators to use a single knowledge base across multiple touchpoints without duplicating content or maintaining separate KBs. This update helps improve consistency and reduce administrative effort. When enabled via API, Agent Copilot bypasses segment filtering on knowledge content, allowing automatic suggestions, manual search, autocomplete, answer highlighting, and AI-generated responses to surface relevant articles regardless of assigned segments. The API setting is available through the PATCH /api/v2/assistants/{assistantId} endpoint under knowledgeSuggestionConfig in the Developer Center.
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