Workforce Engagement Management

A few weeks ago, we released AI Outline, a new way to quickly understand how an interaction unfolded without having to read through the entire transcript. AI Outline breaks the transcript into chapters, giving you an at-a-glance view of the ...

Hello community members In Workforce Management, Activity Codes have always used system-assigned colors with no way to change them. For organisations managing dozens or even hundreds of Activity Codes, this makes it harder for Schedulers to visually ...

@Mike Morris Ok. Thank you for checking. Just so I can fully confirm what is happening. Your user rule currently looks like this: And your preview pane on the right hand side is returning a user from the included queue who you have confirmed ...

Hi All We're trying to get away from making manual changes to the schedule after generation. Currently we look at the adjusted difference with shrinkage row and try to ensure there are no 'exposed' intervals manually after schedule generation. We ...

Thanks for your reply. I have approached our team to add a hold queue, one concern they had is that the time the email actually came in will be lost and they will all present at the same time (so oldest email may not be answered first), is that correct? ...

Hey @Julia Leite , Thanks for raising this. Without seeing the Activity Plan configuration, schedule generation settings and the resulting schedules, it's difficult to say with confidence what's driving the behaviour. If you're happy to share those ...

You're most welcome. Glad you're back up and running. Cheers, ------------------------------ Paul Turner Senior Product Manager Genesys - Employees ------------------------------

Genesys Cloud – August 10, 2026 Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule ...