Workforce Engagement Management

Hello WEM/WFM Community, We're looking for Workforce Management users who would be willing to participate in a conversation about their experience with the Intraday Management UI in Genesys Cloud. As we think about the future of Intraday ...

Hi Team, I have a small feature request. When we assign a skill to an analyst/agent, we can set the skill priority (like 5-star, 4-star, etc.). But later, there is no simple way to see those skill priorities unless we use APIs. It would be ...

Hi Robert, Thank you so much for your feedback! I really appreciate your great ideas and will definitely work on incorporating them into the overall feature. ------------------------------ Daniel Chapdelaine, Senior Product Manager, Home + Gamification ...

Genesys Cloud – June 29, 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 ...

Hi Liore, Great to see continued improvements to the English STA model! Looking forward to seeing how this impacts sentiment accuracy and agent behaviour detection in real-world conversations. We'll definitely be keeping an eye on it and sharing ...

Me too, Renato - thank you 🤩 ------------------------------ Tracy Genesys ------------------------------ ...

Hi Mo Galang From what I've seen, Genesys Cloud doesn't currently provide a native dashboard that consolidates weekly WFM metrics such as Service Level (target/projected), scheduled staffing, forecast vs. actual volume, and AHT into a single view. ...

Oi Manuel Seja muito bem vindo à comunidade, espero que consiga encontrar os temas que lhe interessa e possa contribuir com os temas de vosso interesse. Abs, ------------------------------ Renato Gomes Expert Customer Success Manager ------- ...