Happy Wednesday WEM Community! We are looking to connect with customers who are happily leveraging capabilities from within Workforce Engagement Management. Whether you are a workforce planner, a quality analyst, a gamification guru, or all three ...

WEMay is nearly here and to change it up this year our focus will mainly be on AI in WEM so..... WEMay this year will be known as (drum roll, please) WEMAI (see what we did there 😁). We will be updating you of what the Month will look ...

Hey Community Members, It is time for us to seek more new talent for our Community Rockstar program and we need your help (yes, again😁). If there is someone in the communitiy who really helps you, answers your questions, posts helpful ...

To add to Felicity's response, once you establish weekly parameters (i.e. 40 hours in 5 days) if you want the system to NOT schedule them for On Queue if they're unneeded, you need to provide an overlap schedule with an alternate activity code. Example: ...

Hi Jay, Our agents were not disabling the link themselves. The support team has confirmed that this is/was an issue and is currently rolling out a fix. Thank you for recommending Tempo, but at the end of the day this schedule export feature is offered ...

Is there a way for the system to automatically remove inactive agents from an established work plan? When I make an agent Inactive, Genesys removes them from other pieces of the system, but they still appear in work plans that were created when they were ...

Unfortunately, once agents are deleted, their time off requests are also deleted. You can instead "Set Inactive" on a user, which will not delete their Time Off Requests. Unlike Time Off Requests, Schedules are kept for a deleted user, so Shannon's ...

We see this sometimes. The intraday view will show the agents associated with the planning group. The queue activity shows all the agents in a queue, who may or may not be in the planning groups you're viewing on the intraday screen. You would need to ...