Workforce Engagement Management

We have identified that interactions will show a sentiment score and sentiment trend of 0 even though there are no sentiment markers in the interaction. This is skewing our average sentiment score results. Why is it showing 0 instead of a blank if there ...

Hi We have always used the "Queue Performance Detail" report in "This month" preset view, which breaks the month down by day (Screenshot 1) however, we noticed that in February the days are grouped Sunday to Saturday whether we select "This ...

Hi Arjan, You could consider adding Process Automation. Trigger based on Evaluation being created and use a Data Action in the workflow to change the deletion date of the recording. You could do the other way around but that means a workflow ...

I got it working; thanks for your help. I did have to modify the Send Response to get the clickable link to work properly. ------------------------------ Martin Bunting New Era Technology Senior Solutions Consultant -------------------------- ...

To follow up on this, When using a work plan for you 2 meetings per week, you can let the system decide which meeting they attend by creating 2 versions of the Tuesday/Thursday shifts. Create one shift with the earlier meeting time and a separate shift ...

Hi there. It was released last week and you should see it. It is shown in the last published version of the form. You will need to have manually reviewed 20 evaluations using that form so the system has a baseline. ------------------------------ Mark ...

Genesys Cloud – February 2, 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 ...

If you haven't done so, make sure you head over to the Trivia Tower page and let us know, out of the 4 options, which was your favorite Genesys Feature of 2025. Currently Agent CoPilot has the lead with the new UI Navigation a close second. Polls ...