Contact center

Evaluation window UI improvements

Quality evaluators can now take advantage of UI improvements to the evaluation window. The evaluation window width increased to 40 percent of the available screen size to help evaluators to more easily read and complete the evaluation form. In addition, Genesys Cloud restored the evaluation Save button to enable evaluators to retain their work and submit later. For more information, see Assign a new evaluation. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 WEM Upgrade II.

Additional development and feedback modules in Learning API

Developers can now create the following development and feedback modules for agents using the Learning API: Learning, Learning with Assessment, and Assessment. These modules enable learning managers to better assess an agent’s knowledge level. For more information, see POST /api/v2/learning/modules in Learning in the Developer Center. This feature requires the following subscription: Genesys Cloud User 3.

Platform

Enforce index search for divisions

Administrators and contact center managers can now use permissions to limit index searches so that an agent can only look up members of the divisions to which the agent belongs. For more information, see About access control. This feature has no restriction by user or required user to access.