Genesys Cloud – Anomaly detection events for proactive insights

In a future release, Genesys Cloud will provide anomaly detection events that automatically identify and surface unexpected trends across contact center data, including queues, media types, and agent performance.

What changed

Genesys Cloud will continuously monitor operational signals and generate anomaly events when behavior deviates from expected patterns. These events are presented in a unified format and can be viewed in the anomaly detection experience.

For queue-related use cases, the system evaluates metrics such as wait time, service level, handle time, and interaction volume to detect unusual patterns. These insights can also appear in widgets, where supervisors can review and take action.

Why this is useful

This feature helps supervisors and administrators identify issues as they happen instead of discovering them after the fact. By automatically highlighting unexpected changes, it reduces the time spent monitoring dashboards and helps teams respond more quickly to operational risks such as increased wait times or workload spikes. It also provides a consistent way to view and investigate anomalies across different parts of the system.

Additional details

• Anomaly events are generated using predictive models and statistical analysis of historical data.
• Events are available through a unified view and APIs for monitoring and investigation.
• Queue-based anomaly detection is included in the initial release, with additional anomaly types planned for future updates.
• Anomaly insights can surface.