Genesys Cloud February Release Highlights: AI Scoring, Knowledge Fabric, and WFM Updates

Genesys delivered 44 updates in February, and in this video Matt DeYoung from VDS walks through the ones that matter most for contact center leaders, administrators, and CX teams.

Here are the key highlights covered:

• Administrator Security Update – Genesys is deprecating admin login using only a username and password. Multi-factor authentication will now be required for admin accounts beginning the week of March 9 to improve security and reduce unauthorized access.

• Outbound Digital Message Filtering – Organizations can now apply data filtering rules to outbound digital messages created by agents. This helps block sensitive language, emojis, or inappropriate content before messages are sent to customers.

• Workforce Management Capacity Planning (Monthly View) – Workforce planners can now view capacity planning results at a monthly level, making it easier to identify trends and create leadership reports without manual work.

• New Channel Insights Dashboard – Supervisors can now see voice, chat, email, and messaging performance in one dashboard, including interaction volume, resolution rate, sentiment scores, and AI activity.

• AI Scoring Model Upgrade – Genesys improved the AI model used for evaluation scoring, delivering more consistent and reliable QA scoring for natural language evaluation questions.

• Automated Agent Scoring with Virtual Supervisor – Speech and Text Analytics programs can now automatically score interactions at scale, helping teams evaluate up to 100 percent of interactions for compliance, sales effectiveness, and customer satisfaction.

• Virtual Agent Support for Knowledge Fabric – Virtual agents can now leverage Knowledge Fabric and generative AI answers from sources like SharePoint while maintaining control inside Architect.

These updates continue to expand AI-driven insights, automation, and visibility across the Genesys Cloud platform.

If you want help understanding how these releases impact your contact center, the VDS team is here to help.

Subscribe for monthly Genesys Cloud release highlights and CX insights.

Видео Genesys Cloud February Release Highlights: AI Scoring, Knowledge Fabric, and WFM Updates канала VDS