Contact center

Time-off enhancements for workforce management

Administrators can now set time-off limits to manage the number of agents allowed to take time off on a particular date and time. Administrators can also create time-off plans to associate Time Off activity codes to time-off limits, and configure the system to auto-approve time-off requests that do not violate time-off limits. For more information, see Work with time-off limits, Work with time-off plans, and Agent time-off requests. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Ensemble model and Theta method for workforce management automatic best method forecasting

Administrators and contact center managers can now use the ensemble model and the Theta method when generating automatic best method forecasts. The ensemble model, a post processing activity, combines multiple forecasting models to create a single forecast. The Theta method uses the concept of modifying the local curvature of the time-series through a coefficient ‘Theta’ (the Greek letter θ) and directly applies it to the second differences of the data. These features increase the overall accuracy of the forecast and help to avoid situations where one model can overvalue a peak or valley. For more information, see Automatic Best Method forecast method overview. These feature require one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Additional columns and filter in Queues Performance views

Contact center managers and supervisors now have additional columns and a filter to view queue metrics. The new columns include queue metrics for Errors, Service Level, Co-browse sessions, Contacting segments, and Dialing segments. The new filter provides data for the first queue on which an interaction occurred. For more information, see Queues Performance Summary view, Queues Performance Detail view, and Agents Queues Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Additional recording and evaluation filters and columns in Interactions view

Administrators and supervisors can now search for interactions using the new Recorded and Has Evaluation filters in the Interactions view. The new columns in the Interaction View provide details on evaluations associated with the interaction, including evaluated agent, evaluators, and scores. For more information, see Interactions view. This feature requires the following subscription: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Development Aggregate API for development and feedback modules

Developers can now use the new Development Aggregate API to include assessment data for development and feedback modules. Agents can view their assessment results in Agent Activity. For more information, see /api/v2/users/development/activities/aggregates/query in Users in the Developer Center. This feature requires the following subscription: Genesys Cloud User 3.

Additional French sentiment analysis support

Sentiment analysis is now available for French (fr-FR) and Canadian French (fr-CA). For more information, see Genesys Cloud supported languages. This feature requires the following subscription: Genesys Cloud User 3.

Screen recording download permission

The new Recording > ScreenRecording > Download permission enables administrators to hide or show the screen recording download option in the screen recording player. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.