Workforce Engagement Management

Hi @Linsey Edn , It is only currently possible to view Historical Adherence by Management Unit or Work Team within the Management Unit. It would be great if you could raise this as an idea in the Genesys Ideas Portal. This will help us better understand ...

Hi Paul, Thank you for the detailed response. Much appreciated. I tested on SCORM cloud, and it worked as expected. If okay with you I will send to you for testing via email. Is there any chance there could be a network restriction on my side that ...

Thank you so much for your help Mohamed - I had missed this feature :) ------------------------------ Chloe McVeigh NA ------------------------------

Hello @Kevin Mythen , Currently, to generate evaluations using an Agent Auto-Complete evaluation form you can generate them via a POST /api/v2/quality/conversations/{conversationId}/evaluations API call or create a new ad-hoc ...

Release announcement: WEM now supports up to 2,000 route paths per business unit , a major boost for teams managing large or complex routing models. Availability is targeted for December 9th, 2025. What's changing The configurable route path ...

This doesn't currently exist, but you can vote and add your use cases to the related idea here: https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-359 ------------------------------ Shelby Cronk ------------------------------

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 ...