Workforce Engagement Management

In my experience, the answer to both your questions is yes. The Service Level is calculated per interval and for the day overall, and the changes you mention should automatically update this. Some exceptions to consider is if you have changed the forecast ...

Hi @James Foster , When making a Time Off Request for a period without a published Schedule, we will estimate the Paid Hours based on the Work Plan that is effective for the request period at the time of the request. This is not updated if there are ...

Hi Dana, Thank you so much for your question and for sharing those details! I checked with our engineering team, and I want to let you know that the discrepancy is actually intentional. In gamification, we calculate this by dividing the actual hours ...

Dear community, I would like to expose my customer situation and get your Workforce Management expertize insight. Our customer is currently on Concurrent CX3 and would like to explore Workforce Management and especially Schedule Generation (they are ...

Genesys Cloud – March 30, 2026 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 ...

Thanks Paul. I think the part I need to understand more, is the process of how it 'becomes' a workitem. If a customer contacts us with multiple queries, is an agent required to manually create a workitem for each query in order to get it to the 'right' ...

Hi Melissa, No, the Business Unit cap for Workforce Management is independent of the Division limit. You can check the supported limits for Workforce Management in the following Resource Centre article: https://help.genesys.cloud/articles/workforce-management-supported-configuration/ ...

We also created what we call a "Log Off Meal" activity code but we only need to use it when someone requests a partial day time off. As long as as Full Day time off request is submitted, everything adds up fine. ------------------------------ Gina ...