Exploring the Latest Updates and Features in Genesys Cloud CX
February 2025
The latest innovations are designed to streamline processes, optimise workflows, and deliver actionable insights that keep your operations running at peak performance. Meanwhile, with intuitive tools and real-time support, your agents are empowered to create exceptional customer experiences that build loyalty and drive growth.
Account management
Customise inactivity timeout settings
Administrators can now exclude specific system API calls from resetting the inactivity timeout, which allows idle users to be automatically logged out as intended. This update also prevents scenarios where idle agents unintentionally remain logged in due to system API activity. When this happens administrators can fine-tune the inactivity timeout feature to exclude these API calls. This improvement includes a set of default (recommended) APIs to exclude. This improvement helps organisations strike the right balance between maintaining security and ensuring uninterrupted access for users.
Licensing: All licenses include this feature.
Further Information: Set an automatic inactivity timeout.
User settings page displays the last login date and time
The user settings page now displays the last date and time that a user logged into the application with their authenticated credentials. This feature ensures that administrators can determine the identity of the user with the most recent access to the system.
Licensing: All licenses include this feature.
Further Information: User settings.
Voice transcription combined offer
Genesys introduces a single voice transcription offer that includes both Genesys Cloud Native Transcription and Extended Voice Transcription Services (EVTS). This offer provides a shared fair use allocation and a consistent overage price across both transcription options. The new offer calculates usage as a combined total of EVTS and Genesys Cloud Native Transcription data. When a customer’s contract includes this new SKU, billing is based only on the new Voice Transcription usage, without tracking separate allocations for the older parts.
Licensing: All licenses include this feature.
Further Information: About voice transcription, and Genesys Cloud fair use policy.
Simplified license usage logic
Administrators can now benefit from a simplified logic for calculating license usage when switching between Hourly Interacting, Named, and Concurrent license models. This new feature enables administrators to change between any license at any point in the billing cycle. After the change takes effect, usage measurement for the new license type begins immediately and is retroactive to the beginning of the current billing period. Previously, changes from Named or Concurrent to Hourly Interacting licenses would take effect in the following billing period, while changes from Hourly Interacting to Named or Concurrent licenses required a 24-hour delay. These enhancements apply only to the underlying business logic and have no effect on existing functionality.
Licensing: All licenses include this feature.
Further Information: Can we change from a Concurrent or a Named license type to an Hourly Interacting license type?, and Can we change from an Hourly Interacting license type to a Concurrent or a Named license type?
Customer engagement
Configure max calls per agent with decimal precision
Administrators can now configure the maximum calls per agent to one-tenth of a decimal. This feature enables administrators to better control granularity and fine-tune the pacing for outbound power and predictive campaigns. For example, administrators can now set the Max Calls Per Agent to 1.5 instead of whole numbers like 1 or 2. This enhancement helps improve control over campaign performance, enabling users to accommodate more specific use cases and optimise their dialling strategies to align with their operational needs.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Outbound settings, Create a power dialing campaign, and Create a predictive dialing campaign.
Recurring outbound campaign schedules
Administrators can now set up recurring outbound campaign schedules, either on a daily or weekly basis. This new feature provides flexibility by allowing administrators and supervisors to manage repeated campaign schedules and make adjustments, including to edit or delete individual instances of a scheduled campaign, or modify the entire series. This improvement reduces the need for manual scheduling and offers more control over the timing and adjustments of recurring campaigns.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Schedule view, Add a schedule entry for a campaign or campaign sequence, and Edit a schedule entry for a campaign or campaign sequence.
Script support for workitems
Administrators can now link scripts to workitems to provide agents with detailed guidance and relevant information when they handle specific tasks. Scripts display workitem details, provide editable fields for updating information, and offer step-by-step directions to help agents resolve workitems more efficiently. This feature allows organisations to customise and personalise workitems using the Scripter tool and tailor the experience to their individual workflows. By integrating scripts, agents can access more context, make updates directly within the script, and complete tasks in a timely and organized manner.
Licensing: Work Automation Add-on.
Further Information: Define a worktype, Available script actions, and Built-in script variables.
Auto answer for voice interactions on queue settings
Administrators can now configure auto answer settings at the queue level for voice interactions. With this update, administrators can enable auto answer for specific queues, such as outbound campaigns, while keeping it disabled for inbound queues. Previously, auto answer could only be enabled at the agent level, applying the setting universally to all interactions. This feature helps ensure that agents receive necessary script information before connecting with a customer and provides agents greater flexibility in managing inbound and outbound calls.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Auto answer incoming interactions, and What does it mean if I receive a notification that auto answer is enabled?
Auto answer for digital interactions
Administrators can now configure agent settings to automatically answer email, SMS, and messaging interactions, in addition to voice interactions. This feature helps streamline agent workflows by ensuring that eligible digital and voice interactions are immediately answered when assigned. When an agent is available and within their configured utilisation limits, an eligible interaction that is set to auto-answer is automatically accepted on their behalf. To configure auto-answer settings, go to the Auto Answer tab on the People and Permissions page. This tab was introduced with this feature to manage auto-answer settings.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Turn on auto answer for agents, Work with email interactions, and Work with message interactions.
Turn on-screen annotation and drawings in co-browse on or off for privacy compliance
Administrators can now enable or disable the on-screen drawing feature in co-browse sessions to align with privacy and compliance requirements. This update provides more granular control over session features. On-screen drawings in co-browse sessions serve as a form of communication, but since these sessions are not recorded, drawings are not retained after the interaction. For organisations with strict compliance policies, the ability to disable this feature helps ensure that untraceable visual annotations do not create regulatory concerns.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Configure Messenger.
Data, Analytics and Reporting
Topic miner Swiss German language support
Topic miner is now available in Swiss German (de-CH) dialect. This feature enables administrators and analysts to mine for topics in this dialect across all media types in order to gain insights into emerging topics.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud supported languages, and Genesys Cloud CX supported languages.
Improved attribute lists view for Journey Management events
Genesys updated the attribute lists view for events in Journey Management. The updated design includes full attribute lists for knowledge, intents, and languages, and bot-specific attribute selection for intents and languages. Also, partial and case-insensitive search capabilities allow users to navigate long attribute lists without the need to manually enter or remember exact values. These enhancements help streamline workflows and makes it easier to filter and analyse Journey Management data.
Licensing: Genesys Cloud Analytics Add-on (A3S), Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 2 Digital.
Further Information: Create a new journey visualisation with Journey Management.
Configure performance dashboard widgets with work team and reports-to filters
Supervisors can now configure performance dashboard widgets with work team and reports-to filters to display user performance data. This feature helps supervisors monitor performance metrics for dynamic user lists, such as members of a specific work team or users reporting to a specific individual. These new filters allow supervisors to monitor team performance, optimise resource allocation, and quickly make data-driven decisions. When sharing dashboards, the selected filters are retained, ensuring consistent views across teams. This enhancement simplifies the process of tracking agent performance and improves the usability of dashboard widgets.
Licensing: All licenses include this feature.
Further Information: Add and edit Performance Dashboards.
Filter customer journey data using numbers
Journey Management administrators can now use number filters to define customer journeys with more precision. This enhancement allows journey analysts to apply filters based on numeric data, such as time durations or specific numeric values, in addition to the previously available string-based filtering options. This feature helps analysts gain deeper insights into customer behaviour by enabling detailed analysis of scenarios such as how long it takes for customers to resolve issues or how certain numeric thresholds impact their movement through journeys. With this added flexibility, organisations can better identify trends and opportunities to improve customer experiences.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4.
Further Information: Create a new journey visualisation with Journey Management.
Filter and search conversations by acoustic metrics and wrap-up codes
Administrators can now find conversations in the Content Search view based on acoustic metrics, such as agent and customer talk times, overtalk instances, and silence percentages. This feature helps teams identify interactions that contain specific speech patterns, such as long periods of silence or frequent interruptions. Also, administrators can filter searches via interaction metadata, including wrap-up codes, wrap-up notes, external tags, handle times, and interaction length. These enhancements make it easier to locate relevant conversations and analyse trends.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Content Search view.
Native voice transcription support for Hebrew
Native voice transcription is now available in Hebrew Israel (he-IL).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Genesys Cloud supported languages.
Insert a new event between two existing events in Journey Management
Journey management administrators can now insert a new event between two existing events in a journey. The canvas automatically adjusts the positioning of other events to fit the new event. This enhancement helps users add extra context to journeys without removing or rearranging existing events manually. Previously, users needed to delete and reposition events to add a new event in between events. Now, users can drag an event from the event list and place it between two existing events. This feature provides greater flexibility when building complex journeys or refining journey templates.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Create a new journey visualisation with Journey Management.
Purchase Speech and Text Analytics as a standalone product
Genesys Cloud now offers Speech and Text Analytics (STA) capabilities as an add-on for organisations using Genesys Cloud CX 1 or CX 2 such as voice transcription, sentiment analysis, and topic spotting, without purchasing the full Workforce Engagement Management (WEM) Add-On. This new standalone STA offering provides greater flexibility for customers who only need speech and text analytics features. Customers can add STA to their subscription by purchasing the Genesys Cloud AI Experience Token Bundle. Organisations using both WEM and STA will continue to be billed for the WEM Add-On, as WEM includes STA. In a single organisation, all users must be on either the STA Add-On or the WEM Add-On, not a mix of both.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, or Genesys Cloud AI Experience.
Further Information: Add Speech and Text Analytics upgrade add-on to your organisation, and Genesys Cloud AI Experience tokens metering and pricing.
Turn customer sentiment analysis on or off
Administrators can now enable or disable customer sentiment analysis based on their organisation’s preferences and regulatory requirements. This setting applies to new interactions after the administrator configures the setting. When disabled, customer sentiment analysis does not remove previously configured sentiment feedback phrases; however, it prevents that feedback from being used in analysis going forward. This update provides organisations further granularity in speech and text analytics settings, and also aligns with the existing ability to toggle agent empathy analysis to provide administrators with consistent experiences with their analytics configuration.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Employee Productivity
Enhanced email input fields
Genesys Cloud visually enhanced the input fields for email interactions. The updated design adds borders and background colours to the subject, to, cc, and bcc fields. Agents can clearly see which fields that they can edit, reducing confusion and improving efficiency when they manage email interactions. This feature has no functional impact to the fields and helps to align with a unified and user-friendly interface.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: About ACD emails.
Agent Copilot summary analytics access via API
Administrators can now use the Agent Copilot Summary Analytics API to track the number of generated summaries and identify any that failed to generate for Agent Assist and Agent Copilot. This feature helps improve monitoring and troubleshooting by providing visibility into summary performance.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Analytics APIs, About Genesys Agent Assist, and About Genesys Agent Copilot.
Multi contextual panels
Call centre admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
Licensing: All licenses include this feature.
Further Information: Navigate the Interactions panel, How can I allow agents to enable multi contextual panels?, and As an agent, how can I opt in to multi contextual panels?
Notes panel improvements
Genesys redesigned the Notes panel with several usability improvements. Label colours are now darker for better visibility and note text appears larger for improved readability. The option to hide or show notes history is now a toggle button instead of a hyperlink. Also, when a new message is added, a border appears around it for 20 seconds, which helps users identify recent updates. These changes improve clarity and make interacting with notes more efficient and have no effect on existing functionality.
Licensing: All licenses include this feature.
Further Information: Enter notes for an interaction.
Wrap Up panel usability improvements
Genesys implemented changes to the Wrap-up Codes panel for improved agent usability. The updated design includes a selectable list of wrap-up codes, making it easier to choose the appropriate option. The panel is now more compact and streamlined, improving usability and reducing clutter. Enhanced contrast supports accessibility, and a red duration counter provides better visibility, helping agents track wrap-up time more effectively. These updates improve efficiency and clarity when agents complete interactions.
Licensing: All licenses include this feature.
Further Information: Specify wrap-up codes.
Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
Agent Copilot support is now available for Arabic (United Arab Emirates) (UAE) (ar-AE), German Switzerland (de-CH), Hindi India (hi-IN), Italian Italy (it-IT), Korean Korea (ko-KR), Portuguese Portugal (pt-PT), and Swedish Sweden (sv-SE).
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud supported languages.
Agent Copilot Dictionary Management
Administrators can now use the Speech and Text Analytics > dictionaryterm permissions for Agent Copilot to add, manage, and delete words to improve transcription accuracy. With this update, administrators can add the Speech and Text Analytics > dictionaryterm permissions to the roles and grant access to dictionary management:
- Speech and Text Analytics > dictionaryterm > View: Access to the Custom Dictionary page.
- Speech and Text Analytics > dictionaryterm > Add: Upload documents, add words, and correct transcripts.
- Speech and Text Analytics > dictionaryterm > Edit: Modify words in the dictionary.
- Speech and Text Analytics > dictionaryterm > Delete: Remove words from the dictionary.
This feature helps ensure that AI-powered summarisation better reflects industry-specific terms, product names, and other unique vocabulary and reduces the need for agents to manually correct summaries.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: About dictionary management, Permissions and roles for Genesys Agent Copilot, and Work with Genesys Agent Copilot.
Display external contact names in call history and voicemail inbox
Agents can now see the first and last names of external contacts in their call history and voicemail inbox. This update provides immediate context about previous interactions, helping agents quickly identify who they have spoken with and who left a voicemail. Previously, agents had to cross-reference phone numbers with the External Contacts Directory to determine the caller’s identity. Now, the contact’s name appears exactly as it does in their profile, and agents can click a hyperlink to open the full directory record. This update helps improve efficiency by making it easier to return calls and manage ongoing conversations.
Licensing: All licenses include this feature.
Further Information: View call history, and Access your voicemail.
Enable message pinning in Collaborate chat
Collaborate chat users can now pin messages to keep important information easily accessible. This feature helps users quickly reference key details, reduces the need to scroll through long conversations, and improves productivity. Message pinning is on by default. In personal chat rooms, any participant can pin messages. In official chat rooms, only group owners can pin messages. This update enhances the usefulness of Collaborate chat, addressing customer and internal team requests from users transitioning from other chat platforms.
Licensing: Collaborate.
Further Information: Enable Collaborate chat message pinning, and Send a chat message.
Enable real-time queue and agent monitoring with customisable notifications on Android
Supervisors can now use the new Insights app for Android to monitor queues and agents in real time, even while away from their desks. They can also set and receive customisable alerts directly on their mobile devices. This enhancement helps supervisors stay informed and respond quickly to changing contact centre conditions, improving overall efficiency.
Licensing: All licenses include this feature.
Further Information: FAQs: Insights for Android.
Improved Agent Copilot summarisation for English and Spanish dialects
Genesys Cloud improved Agent Copilot summarisation of interactions for English Australia (en-AU), English Great Britain (en-GB), English United States (en-US), Spanish Spain (es-ES) and Spanish United States (es-US) dialects.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: Genesys Cloud supported languages.
Open Platform
Additional screen pop options in CX Cloud from Genesys and Salesforce
Administrators can now set up Salesforce objects to appear as additional subtabs alongside the voice call record page in CX Cloud from Genesys and Salesforce. This update provides more flexibility in customising the agent workspace by allowing relevant information to be displayed dynamically based on the interaction. Previously, CX Cloud supported only the voice call record page when an interaction was delivered to an agent. Administrators can now define additional screen pops in Genesys Architect using specific attributes and commands, such as the GC_SCREEN_POP custom attribute, which allows them to screen pop a specific Salesforce page for inbound calls and callbacks. The screen pop can be a Salesforce page, a Visualforce page, or a new record page with pre-populated data from an Architect workflow. This feature improves efficiency by ensuring that agents have immediate access to key Salesforce records, reduces the need for manual navigation, and enhances workflow continuity.
Licensing: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Screen pop in CX Cloud from Genesys and Salesforce.
Division-aware permissions and APIs for external contacts
Administrators can now view new division-aware external contacts permissions and developers can see the division ID field in select contacts APIs. This update precedes division-aware functionality by making available new permissions and APIs. Developers can also use the updated APIs to observe division IDs in response data. These updates help organizations plan for scenarios where access to external contacts can be segmented by division, such as separating customer data by brand, business unit, or other groupings.
Licensing: All licenses include this feature.
Self service and automation
Portuguese language support in Architect
Core IVR prompt and system audio file support in Architect is now available for Portugal Portuguese (pt-PT) for the Play Estimated Wait Time and Play Position In Queue actions and for Collect Input verification.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Genesys Cloud supported languages, Play Estimated Wait Time action, and Play Position In Queue action.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available for Thai Thailand (th-TH).
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: Genesys Cloud supported languages.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available in Hindi (hi-IN).
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: Genesys Cloud supported languages.
Workplace engagement
Workforce management historical data import improvement
Administrators can now use the Historical Data Import tool to upload multiple files with no impact to previously uploaded files when they migrate forecasting data to Genesys Cloud. Each file includes a unique historical end date and affects only the queues and media that are included in the file. Historical Data Import now stores up to 50 files with a combined storage limit of 5 GB. This enhancement helps forecasters manage historical data imports more effectively, especially when setting up multiple lines of business.
Licensing: 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.
Further Information: Historical data import overview, Navigate the Historical Data Import view, and Prepare the historical data import .csv file.
Assign coaching without workforce management scheduling
Administrators can now assign coaching appointments outside of the workforce management (WFM) feature. This improvement enables supervisors to decide whether a coaching session integrates with or operates independently of WFM scheduling. Previously, coaching assignments required the use of the WFM schedule. Administrators can now opt out of this requirement and enable facilitators and attendees to participate in coaching sessions at a time that works best for them without using the schedule. Also, coaching now displays Insights data in a new, centralised view. This view consolidates key information to support effective development activities.
Licensing: 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.
Further Information: Schedule a coaching appointment, and View a coaching appointment.
Workforce management activity codes for coaching and learning
Administrators can now set custom activity codes for coaching and learning sessions within workforce management schedules. Previously, coaching sessions defaulted to the Training activity code. This feature enables organisations to align coaching and learning activities with the most relevant categories for their business needs and provides flexibility in how coaching and learning are categorised.
Licensing: 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.
Further Information: Add a business unit.
Reminders for agents about their next scheduled activity
Administrators can now configure reminders, from one to 15 minutes before an agent’s next scheduled activity begins. Previously, agents received notifications only at the scheduled start time. With this update, administrators can customise notification timing based on the activity type, or choose to disable notifications for specific activities. This flexibility helps improve agent readiness and overall schedule adherence.
Licensing: 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.
Further Information: Add a business unit.
Increase screen recording for after-call work
Administrators can now extend the screen recording duration during after-call work (ACW) to up to 60 minutes, an increase from the previous 15-minute limit. This change helps ensure that agents who need more time to complete post-call tasks can still be recorded for quality and compliance monitoring. The longer duration aligns with the previously increased ACW timeout, providing a more consistent experience for contact centres that require longer ACW periods.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Screen recording overview.
Set scheduling constraints for calendar months
Administrators and schedulers can now define scheduling constraints across calendar months to help balance agents’ paid hours and the number of weekends worked. This update allows administrators to set minimum and maximum limits for specific work plan shifts and restrict the number of worked weekends within a planning period. When Genesys Cloud generates schedules, the process automatically suggests the number of weeks needed to cover the full month or the remaining part of the month. This behaviour helps to ensure that work plan constraints are optimised and balanced. This feature is especially beneficial in regions where labour laws require workforce management on a monthly basis, including rules for overtime, night shifts, and weekend work.
Licensing: 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.
Further Information: Add a management unit, Work plans configuration overview, and Navigate the schedule editor.
