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 Kate, In Genesys Cloud WFM it's generally not recommended to enable multiple service goals in the same template unless you are very intentional about the outcome. When multiple goals are configured (e.g. 80/30 service level and 4% abandon rate), ...

We are onboarding 300+ agents to Genesys Cloud WFM, with training starting next week using the Old UI content. Agents' schedules publish May 8th, giving them only 3-4 days' Old UI experience before the transition. Key clarifications needed: ...

Hi Mike, Thanks for your response. I can verify that we have Contiguous enabled. I've tried increasing Minimum Contiguous to 2hrs, as it seems periods that are 1hr:45mins create a 15min block. After testing this, then Genesys now plops ...

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 ------------------------------