Audit Enhancements for Workforce Management
The Audit log viewer has been enhanced to provide details about workforce management schedules and work plans. Administrators can see details about new or updated schedules and work plans, including who created or changed the schedule or work plan, actions taken, and the date the changes occurred.
Topic Management and Topic Spotting Enhancements
Speech and text analytics now support mapping programs to a specific set of queues and flows. The queue and flow configuration determines the set of topics to detect for different portions of the interaction, allowing you greater precision in identifying the intent of an interaction.
Additionally, support for programs, topics and phrases is now available for Spain Spanish (es-ES), South African English (en-ZA) and Indian English (en-IN). This allows you to use speech and text analytics in even more markets.
Development Tools
Genesys made several enhancements to Architect to make it easier for businesses to develop, optimize and report on every customer experience.
Export Architect Flows in YAML
Genesys Cloud gives administrators and contact center managers the choice to develop their customer experience flows using Architect, our web-based development tool or using third-party development tools. Now administrators and developers can export an Architect flow in YAML format, make changes in a text editor such as Visual Studio Code, and then use Archy to import the flow back into Architect. This feature makes it easier and less time-consuming to rebuild and manually map complex flows with similar logic.
View Bot Flow Utterance History
Genesys added native bot flow authoring in Architect earlier this year. Now, bot authors can view all utterances in a bot flow conversation, enabling them to monitor the conversation for intent recognition against testing and actual use case utterances.
