Workforce Engagement Management

We're thrilled to introduce the new Adherence Widget , that will be available on the Agent Overview screen! This enhancement gives agents a powerful, visual way to understand their adherence performance - whether for a single day, a full week, or ...

Thanks Paul, currenlty we use Preferred Agent Routing as our routing method and then Bullesye Routing as our Timeout Routing Method. In principle then these are not compatible with WFM currently so if we were to use CGA we would not be breaking anything ...

Hi Alesson, That behavior is expected. When you enable Day Off Rules (Next Day / Previous Day) , WFM starts enforcing an extra layer of validation to make sure the agent's "rest day window" isn't violated by the planning period you configured. So ...

Hey Anik, I suspect that the dialect detection is the issue - it is not being detected by Genesys. ------------------------------ Matthew Tipler ------------------------------

Hello, We are currently considering implementing our ADP Workforce Manager software with Genesys but have a few questions. We had attempted this integration a few years back but were having issues because ADP time punches were being generated anytime ...

Hi Cory, Adding outbound to WFM is the second highest voted item right now in the Forecasting workspace after adding special events and holidays which we are working on adding in 2026. Outbound will be the next area of focus. Here is an idea that ...

Thanks Jose! I appreciate the details here. Very helpful. Steve ------------------------------ Steve Alix EDCi ------------------------------

Hi Jay, Thank you for getting back to me. Here's what I have set up for my Emails SL. Our 7 Supervisors (who are not built into the schedule) and only 3 of our CSRs focus on emails during our core hours (9a-7p) From there, our single overnight ...