June 23, 2021

Contact center

Introducing predictive routing

The new predictive routing feature enables administrators to use machine learning to optimize a key performance indicator (KPI), such as average handle time, on a selected queue. Predictive routing matches each interaction with the available agent best able to handle it. Predictive routing is available in AppFoundry and billable following a free trial. For more information, see About predictive routing. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Agent development views for development and feedback modules and coaching appointments

Contact center supervisors can now use the new Agent Development Summary view and the Agent Development Detail view to assign development and feedback modules and schedule coaching appointments for agents. Agents can use the new My Development view to display their assigned development and feedback modules, and their scheduled coaching appointments. For more information, see Agent Development Summary viewAgent Development Detail view, and My Development view. 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.

Voice coaching API for call monitoring

Contact center managers, supervisors, and other users with the Conversation>Call>Monitoring permission can now use the voice coaching API to coach, or whisper, to agents and other users when they speak to customers. Only the agent hears the coaching session and the session is not recorded as part of the conversation. This feature assists managers with coaching during a call, and is separate from the coaching appointment feature that creates a coaching package post-call. For more information, see /api/v2/conversations/calls/{conversationId}/participants/{participantId}/coach in Conversations in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.