Workforce Engagement Management

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing. Minimum Coverage Minimum Coverage provides a new mode of schedule generation ...

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available! This release represents a major step forward in transcription quality ...

Thank for your feedback! I will test the options and let you know the outcome. Geert ------------------------------ Geert Verheyen Senior Consultant ------------------------------

James, I think you're looking mostly for input from other customers here, but since my team and I spend a lot of time with customers and analyzing the competition we might be able to provide a some helpful input. I won't list all the virtues of Genesys ...

I'm interested in learning how others handle adherence when agents are scheduled for breaks or meals but remain on a call and appear as interacting. What best practices do you follow so agents are not penalized in these cases? #WFMConfiguration,BestPractices ...

Fantastic! Thanks, Liore. ------------------------------ Ben Cartridge Senior Solution Consultant ------------------------------

Hi Rob, The associate calls/texts into a designated SMS line called our "PTO Hotline" in Genesys. WFM answers the interaction and updates the associates schedule with the Time off activity code called "Absent". All same day PTO instances are considered ...

Hi Andy. In the previous system we would have standard work patterns which could still be used even if an agent had a slight variation to the norm. for example: A standard work plan with flexible start time of 08.30-09.30. Agent A has an agreement ...