Workforce Engagement Management

Genesys Cloud is moving the existing Activity Overview experience into the new User Home, bringing Activity insights directly into a single workspace for agents and supervisors. User Home is accessible from the main Genesys Cloud navigation menu via a ...

Hi James, Out of the box, WFM schedule exports only include the agent's display name, and there's currently no configuration to add a unique identifier like email or employee ID. If a unique ID is required, the usual workaround is to post‑process the ...

Hi Melissa Interactions menu. Keep in mind that I don't know if this will work for you, as I don't have a CGA, we don't have data to validate it. In queue performance Menu have another vision: Maybe there's something there., ...

Hi Steve, In most cases we've seen, the root cause is an abrupt or unstable network drop (Wi‑Fi, ISP, VPN, power fluctuation) rather than a Genesys configuration issue. When the disconnect isn't clean, Genesys may not immediately register the agent ...

Hi Rainbow, Unfortunately there is no early access planned for the feature release. Because there is a difference in behaviour at cutoff on Division Awareness, early access would not have been of much help to observe that difference before cutoff. ...

Ok, I will get this submitted. Thank you! ------------------------------ Marcus Hollins Workforce Manager ------------------------------

Hello Genesys Community, We're interested in learning how other organizations are using the Conformance metric for agents and what standards you've established around it. Specifically, we're curious about: If you have a target or acceptable conformance ...

Hi everyone, I'd like some POV on a case that I'm building for my customer. They use a competitor for WFM called Robbyson for WFM and gamification, in which my client can "Transform the team experience: -Engage your team by gamifying your indicators, ...