As part of on going enhancements to Learning modules within Genesys Cloud we wanted to provide some advanced notice to some changes in the user interface. What is changing? Currently development and feedback modules have the following types: ...

Hello WEM Community! We are looking for customers who would be interested in trying out our soon to be released AI Translation capabilities. AI Translate will provide you with On Demand AI translation so you can better understand interactions when managing ...

Genesys Cloud is enhancing your agent and supervisor experience by optimizing the layout of the activity overview pages. We're moving from the permanent left side bar and introducing a new "Today's Schedule" widget for agents, giving you more usable space ...

Hello all, I am excited to introduce a new update to Workforce Management releasing this week (October 7, 2024) in all regions. This is an enhancement to the look and feel of the administrator user interface providing consistency of the module title ...

Hello all, I am excited to announce a new Workforce Management feature rolling out this week (week of October 7, 2024) in all regions. This release introduces Workforce Management notification topics which can be used in process automation triggers to ...

From what I see, yes and no. We run out Outbound Dialing campaigns and when Genesys detects a live person, it is transferred to an Inbound queue, which is how our agents get the calls. We are able to forecast the connects that way, but that does not ...

This is exactly our situation as well. We have training activities that have specific dates/times that our training team has as a reoccurring training session. Our team huddles and agent coaching sessions are also scheduled every 2 weeks on the same weekday ...

Hi Adi. It looks like topic trends was showing topics for messaging and email through 10/5 but not after. Below is a screenshot from10/6/24;first is from the content search view and second from topic trend view. Thank you, Larissa ------------------------------ ...