Happy Wednesday WEM Community! We are looking to connect with customers who are happily leveraging capabilities from within Workforce Engagement Management. Whether you are a workforce planner, a quality analyst, a gamification guru, or all three ...

WEMay is nearly here and to change it up this year our focus will mainly be on AI in WEM so..... WEMay this year will be known as (drum roll, please) WEMAI (see what we did there 😁). We will be updating you of what the Month will look ...

What is the strictness of the topic phrases in Commercial? Are there any phrases that contain the word no? ------------------------------ Anik Dey Genesys - Employees ------------------------------

If the email has HTML content, we may not be able to parse the content to analyze the sentiment. Are these plain text emails? Are the phrases different in any way? ------------------------------ Anik Dey Genesys - Employees ------------------------ ...

Good Morning, With the recent release of staffing groups we now are able to implement the time off manager functionality in our department. During our testing we are noticing that when an agent submits a time off requests that falls outside of their ...

Hello, I have a doubt, in the Historical Shrinkage report the Unavailable times are shown, which is composed of (Away, Idle, Offline). In my company we believe that Idle time should not be Unavailable time, we understand the explanation, since ...

Hi Shannon, staffing requirements will be based on: Interaction volumes Average Handle Times Shrinkage MU configuration and Calculated as part of the forecasting algorithm Service Level Goals If you have checked/not changed any of ...

Web surveys in Genesys Cloud EX Web survey features are now available for Genesys Cloud EX external voice interactions. This feature enables administrators and contact center managers to configure policies for web surveys to be sent after a voice interaction. ...