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Workforce Management (WFM) support for ACD routed workitems
Workforce Management (WFM) now fully supports ACD-routed workitems, giving workforce managers better visibility into workitem volumes and staffing needs. Administrators and supervisors can create forecasts, capacity plans, and schedules for ACD-routed workitems just as they do for voice and digital interactions. They gain deeper insight into agent workloads and performance across all interaction types. With this expanded capability, administrators and supervisors can optimize staffing and resource allocation to improve operational efficiency.
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Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
Genesys Virtual Supervisor and Copilot now supports AI summaries and and AI insights in Arabic United Arab Emirates (ar-AE, ar-001, ar-IL, ar-BH, ar-EG, ar-TN, ar-SA), Dutch Netherlands, (nl-NL), French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), German Switzerland (de-CH), Hindi India (hi-IN), Japanese Japan (jp-JP), Korean Korea (ko-KR), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT) languages.
Custom calculations in performance views
Administrators and supervisors can now create custom formulas and column headers in performance views. They can use any available column in the relevant view to calculate business-specific metrics. Users with the required permissions can share these custom formulas and column headers with other users and teams to provide a tailored reporting experience. Administrators and supervisors can also manage custom calculations in use within the organization through a dedicated interface. This feature helps organizations track metrics that better reflect their unique business needs, beyond the standard calculations provided by default.
AI summaries for the agent side of a conversation
Administrators can now enable AI-generated summaries that highlight the specific actions taken by each human and virtual agent in a conversation. This feature helps business analysts quickly understand agent contributions, perform root cause analysis, and identify opportunities to improve products, services, processes, and training.
Review transcripts faster in interaction details
Administrators can now benefit from faster transcript loading when reviewing voice interactions in the Interaction Details page. The transcript now loads independently of the recording, which means supervisors can begin reviewing conversation details sooner (even while more data continues to load in the background). This improvement helps reduce waiting time, especially when reviewing many short calls, and supports supervisors in completing reviews more quickly and efficiently. By decoupling transcript and recording data, the system improves the overall experience of navigating and evaluating multiple interactions.
Administrators can now search content from HTML emails
Genesys Cloud now allows users to search for words and phrases across both the subject and body of an email in HTML format, making it easier to locate relevant interactions. Previously, content search focused on limited fields and did not extract the full body of HTML emails. By indexing this content, the feature helps improve search accuracy and efficiency for all email format types.
Topic miner Korean and Japanese language support
Topic miner is now available in Korea Korean (ko-KR) and Japan Japanese (ja-JP). This feature enables administrators and analysts to to mine for topics in this dialect across all media types in order to gain insights into emerging topics.
Native voice transcription for core dialects
Genesys removed the Extended Voice Transcription Service (EVTS) option as a transcription option for core dialects in speech and text analytics programs. Administrators can now only select the native transcription engine for English Australia (en-AU), English Great Britain (en-GB), English United States (en-US), and Spanish United States (es-US) dialects. Existing programs configured to use EVTS for those dialects are unaffected and will continue to use EVTS. However, if an administrator changes an existing program from EVTS to native transcription for a core dialect, then EVTS is no longer available. Using native voice transcription for the most common dialects provides the most cost-effective solution while retaining high transcription accuracy. Organizations can still use EVTS for non-core dialects.
Enhancements to visual components in the interaction details page
Genesys Cloud enhanced visual elements on the interaction details page to provide a modernized and polished user experience across Genesys Cloud. These updates provide a more consistent and engaging layout, making it easier to review and act on interaction details. This approach preserves the functionality of the previous components, allowing users to continue working with the familiar interface while benefiting from the improved design. Existing functionality remains unchanged.
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Default answers for evaluation forms
Administrators can now configure evaluation forms so that questions start with either the lowest scoring option or a specific default answer. Setting the lowest scoring option by default helps evaluators begin from a conservative baseline, which reduces inflated scoring and improves consistency across large-scale evaluations. Setting a specific default answer for targeted questions helps reduce repetitive clicks and saves time where common responses are expected. These options give administrators more control over how evaluators begin form completion, helping to streamline workflows and support stricter QA standards.
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Unified Experience from Genesys and ServiceNow Agent Copilot support
The Unified Experience from Genesys and ServiceNow now supports AI-powered assistance via the Agent Copilot component embedded directly within the ServiceNow workspace. With the Agent Copilot component, agents can access real-time guidance such as knowledge articles and suggestions, which simplifies tasks during live interactions and improves the overall customer experience. Agent Copilot enhances agent efficiency and reduces workload by delivering relevant information, automating processes, and improving conversation management in real time.
Auto-assign Agent Copilot to licensed queue members
Administrators can now enable auto-assignment for Agent Copilot and Agent Assist on queues. When auto-assignment is turned on, the system automatically assigns Agent Copilot to both new and existing queue members who hold an Agent Copilot license. This update helps reduce administrative work by removing the need for manual assignment each time an eligible agent joins a queue with Agent Copilot enabled. It also helps ensure that agents are consistently matched with Agent Copilot where applicable, improving efficiency and setup time.
Summary engagement insights on the Agent Copilot dashboard
Administrators can now access a new section on the Agent Copilot Insight Dashboard that reports how agents engage with AI-generated summaries. The dashboard provides metrics on the number of summaries presented, edited, submitted, and rated with feedback. This update helps supervisors better understand how agents use AI-generated summaries and predicted wrap-up codes, making it easier to evaluate their effectiveness and identify where the feature adds value to daily workflows.
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