Workforce Engagement Management

Enhancements to Capacity Planning Flexibility & Forecasting Horizon 🚀Enhancements to Capacity Planning Flexibility & Forecasting Horizon We're rolling out several enhancements to Capacity Planning and Staffing Configuration designed to ...

Hello WEM Community! We're excited to share an upcoming Limited Availability release for Genesys Cloud WEM - Speech and Text Analytics: Semantic Topic Spotting . Semantic Topic Spotting introduces a more advanced way to automatically identify ...

AI is reshaping how work gets done; but most organizations are still operating with fragmented processes across quality, workforce management, and analytics. Join our 3-part advisory series focused on one shift: From manual operations to ...

Hi all, We've been using Activity Plans for one of our teams for their off-queue time. However when we combine this with the work plans we've created, we've noticed that there's a lot of periods in the schedules with 15min on-queue. Having to expect ...

I also am currently having this issue and would appreciate if there is anyone to guide me on this. Agents select a time off code (that is marked as a Paid Code), they either individually request days that do not have a schedule at all and the system ...

Thanks @Lonny Schwartz . we decided to use workday studio integration instead of pushing information from genesys , since its not live sync ------------------------------ SARANRAJ THANGARAJ ------------------------------

Hi Alistair, My understanding is that under the new permission-based model, transcription alone no longer automatically triggers STA/WEM user billing . Users without the new billing permissions can still consume transcription from the org's global ...

Genesys Cloud – April 20, 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 ...