Workforce Engagement Management

We're excited to introduce a powerful new capability that gives you more control over how your transcripts look and perform- managing custom dictionary terms for the Genesys Extended (EVTS) transcription engine via API . ...

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 ...

@Melissa Palmer I know I am in the minority on this but what we do is, each day we look at the previous day's schedules, quickly scanning down looking for the pink out-of-adherence bar. If we see it before the start of the off-queue activity, we expand ...

Flexible evaluation assigned dates | Genesys Cloud Ideas Portal Vote for this idea- it is in future consideration and could help for our purposes. ------------------------------ Stacey Sanchez PACU- Workforce Operations MGR Winston-Salem, NC --- ...

Hi. I am trying to understand if and how WFM will handle the Case Management feature that has been released this week, and hoping someone can help clarify. Is my understanding correct - that a customer would contact us by any channel, with multiple ...

Thanks Eric - That was the issue. I made sure I checked there were no new prerequisites but didn't go manually looking for new permissions. ------------------------------ Michael Ball Channel Optimisation Manager ------------------------------

Genesys Cloud – March 23, 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 ...

I'm glad you found the answer and many thanks for the update, Melissa. ------------------------------ Tracy Genesys ------------------------------