Workforce Engagement Management

We're improving how dates and times are displayed in Workforce Management to better match your regional preferences. What's changing? Previously, date and time formats were determined only by your selected Genesys Cloud language . For ...

A few weeks ago, we released AI Outline, a new way to quickly understand how an interaction unfolded without having to read through the entire transcript. AI Outline breaks the transcript into chapters, giving you an at-a-glance view of the ...

Hi Melissa, We have this scenario quite regularly. For us, our agents use Outbound status (secondary status) which removed them off queue when they need to make a follow-up outbound call. Although agents can make outbound calls while remaining ...

Thanks Richar about the example. I will wait for Genesys to improve the functionality based on the roadmap. ------------------------------ RICARDO JESUS NA ------------------------------

Just set up our program today, will report back on our experiences, but loved finding this thread...can anyone link me to the Aha! ideas or roadmap items re: reporting updates? ------------------------------ Chad Blanton Director, WFM/WEM/All Things ...

Genesys Cloud – August 24, 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 appreciate you! ------------------------------ Melissa Palmer ------------------------------

This will be a very useful feature in the day-to-day lives of people who use date and time formats that differ from the US standard. ------------------------------ Camila Meneghini ------------------------------