Workforce Engagement Management

Now available: The ability to automatically generate agent auto-complete evaluations on a recurring basis-at scale. With the new Agent Evaluation Scoring Rules API, you can define rule-based logic to trigger evaluations as soon as interactions close, ...

We're pleased to announce that User Rules are now available for use in Development and Feedback modules within Genesys Cloud. This new feature introduces a flexible, centralised way to define groups of users based on organisational criteria. It is ...

We have refreshed our Genesys Beyond modules to bring you clearer guidance, updated best practice, and an experience that reflects the new product navigation in Genesys Cloud. Whether you are new to the platform or brushing up your skills, this is ...

The AI form was not able to provide scores or did not work well with the attributes on our current monitoring forms. Currently these attributes can be open-ended, and scoring is not always str ai ghtforward. There is a bruise vs broken mindset. ...

Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule . Update to regional feature deployment ...

Hi @Linsey Edn , It is only currently possible to view Historical Adherence by Management Unit or Work Team within the Management Unit. It would be great if you could raise this as an idea in the Genesys Ideas Portal. This will help us better understand ...

Hi Paul, Thank you for the detailed response. Much appreciated. I tested on SCORM cloud, and it worked as expected. If okay with you I will send to you for testing via email. Is there any chance there could be a network restriction on my side that ...

Thank you so much for your help Mohamed - I had missed this feature :) ------------------------------ Chloe McVeigh NA ------------------------------