Genesys Cloud - July 8, 2024

Introducing Work Automation

Genesys Cloud now includes Work Automation, aimed to assist with tracking customer requests across the organization, spanning from the front-office to the back-office. Administrators can use work automation to define tasks and automate workflows based on predefined processes. This feature, built on the Genesys Cloud process automation solution, empowers the organization to automate, route, and manage work for all stages of the customer life cycle to deliver an enhanced and orchestrated customer experience.

Topic miner German, Italian, and Portuguese language support

Topic miner is now available in German Germany (de-DE), Italian Italy (it-IT), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT) dialects. This feature enables administrators and analysts to to mine for topics in these dialects across all media types in order to gain insights into emerging topics.

Introducing direct routing to dedicated users

Genesys Cloud administrators can now more easily route ACD interactions to a specific agent via the agent’s direct number or email address. This feature helps facilitate 1:1 customer relationships, while still leveraging ACD routing features. Direct routing features include:

• Add a user’s phone number, SMS, or email address to a route.
• Specify a direct agent in Architect’s Transfer to ACD action.
• Enable users to configure a backup to route interactions when they are unavailable.
• Enable users to receive a direct-routed call, email, or SMS when they are in Off Queue and Available status.
• Play a user’s personal voicemail message from within an Architect in-queue flow.
• Allow users to place call, email, or message outbound interactions from a queue via the user’s phone number or email address, rather than the default queue phone number or email address.
• Access a new analytics filter for direct routing interactions.

Introducing Genesys Agent Copilot

Genesys Cloud now includes Genesys Agent Copilot, which empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Agent Copilot determines customer intent, guides agents to their next best actions, summarizes calls, and predicts wrap-up codes. This feature reduces onboarding time, average handle time, and after-call work and improves first contact resolution and customer satisfaction. Administrators can configure the AI to deliver relevant advice based on conversational events to enhance agent efficiency and accuracy. Agent Copilot will be provisioned to customers who purchase or have already purchased AI Experience tokens.

Dynamic documentation and trigger enablement for the Operational Console

Administrators can now benefit from significant usability enhancements in the Genesys Cloud Operational Console. The updated Operational Console page includes dynamic documentation, which helps users view operational event-related troubleshooting details directly from the Event Catalog. Previously, troubleshooting required navigating through static documentation or external resources. With dynamic documentation, users have immediate access to relevant information that helps to streamline the troubleshooting process. Operational events are now integrated into process automation triggers. This feature allows administrators to configure Architect workflows to respond to these events and make the system more responsive and adaptive to operational changes. Also, users of the Operational Console can now multi-select or multi-deselect event definition IDs to filter operational events. This improvement provides greater flexibility and precision in monitoring and managing events.

Manage time-off details in the workforce management Time-off Limits view

Administrators can now directly enter and update the details in the Hours field of the workforce management Time-off Limits view. This new feature makes it easier and more efficient to manage time-off requests and allocations. Previously, administrators had to complete a process that potentially involved multiple steps or separate requests to update their hours. Now, with direct access to the Hours field, the process is simplified and more intuitive. In addition, administrators can now view, filter, and sort the Day and Available Time-Off Hours columns. This enhancement provides a clearer and more organized view of the available time-off limits for each day, which allows for better planning and management of time-off requests.

Trade alternative shifts for enhanced workforce management shift management

Administrators and contact center supervisors can now allow agents to request to trade with the system when they require a short-notice shift change or when other shift trades are unavailable. This feature provides a reliable alternative to manage unexpected scheduling conflicts and offers agents a flexible option to address their immediate needs. Previously, agents relied on shift trades with a colleague. Workforce management evaluates daily the shift combinations generated during schedule generation and then identifies potential trade opportunities based on the updated forecast, staffing requirements, schedule changes, and service goal impacts. This continuous evaluation ensures optimized shift trades for both employee satisfaction and operational efficiency, within the limits configured by the Administrator. Administrators can enable this feature within business unit configuration via the new Alternative shifts tab.

Deprecation: Mobile Messenger SDK for React Native apps

On July 8, 2024, Genesys will end support for the Mobile Messenger SDK wrapper for React Native applications and will remove access to all React Native repositories.

Japanese translation of the Export report

The Japanese translation of the Export report is now consistent in the Genesys Cloud user interface.