July 26, 2023
Agent evaluation details export generation for multiple agents
Supervisors can now generate an exported file of agent evaluation details for multiple agents in a single export. This feature enables supervisors to easily view and analyze completed and released evaluations for more than one agent during a specific time period. For more information, see Export view data. This feature requires no restriction by user or required user to access.
Workforce management business unit and service goal template impact override settings
Workforce management implemented upper and lower service goal limits for future automated and self-scheduling features. Administrators can now configure these settings globally at the business unit level and at the lower level of the service goal template to help protect service goals for specific lines of business, where required. A future release will enable administrators to use an automated and self-scheduling functionality and know that the resulting impact is within a pre-approved service goal range. For more information, see Service goal templates overview, Add a business unit, Add a service goal template, and Navigate through the service goal template page. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Increased limits for workforce management dimensions
Workforce management increased the maximum allowable number of some configuration items. With this release, the maximum value for business units per organization goes from 50 to 250, management units per business unit goes from 10 to 20, agents per business unit goes from 5,000 to 6,000, and agents per management unit goes from 1,500 to 2,000. Genesys did not adjust default limits. Administrators who wish to increase the limits in the organization must open a ticket with Customer Care. For more information, see Limits in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud EX.
Topic miner Spanish language support
Topic miner is now available for Spain Spanish (es-ES) and United States and Latin America Spanish (es-US). This feature enables analysts to use the mined data to create new topics or improve existing topics, specifically for Spanish interactions. For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
- Genesys Cloud enables features for release by end of day Wednesday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.