Workforce Engagement Management

Hi everyone, As you may or may not know, we're planning to introduce the ability for you to change the color of your Activities within Workforce Management (WFM). As part of that work, we're reviewing how selected activities should appear within the ...

Hi All, This week, the Workforce Management Scheduling team are rolling out two new enhancements to Work Plan configurations. Planning Period Maximum Shift Start Time Variance Under the Work Plan Details --> General Constraints Tab, you can ...

Hello! For voice calls, I am trying to determine who is using the "assign to other" feature in queue activity which sends a call to a specific user. Does anyone know where I can locate this info? #Intraday,Shrinkage,Adherence #RealTimeMonitoring ...

Thomas, Has this been done for the Salesforce embedded client? Thanks, Matt ------------------------------ Matt Goff ------------------------------

I wonder if anyone from Genesys can tell me if there are any plans to increase the maximum number of AI questions supported in an evaluation form from 20? The increase from 15 to 20 is helpful but still not enough to meet our client's requirement for ...

@Tracy Vickers Likewise, and to the entire community team, we wish you an excellent year full of blessings and new challenges. ------------------------------ Cesar Padilla INDRA COLOMBIA ------------------------------

Hi, Great. Very useful feature for Agents/Sups. thanks ------------------------------ Ashiesh Sharma GCX- GCP, ARC, SCR, QM BT plc ------------------------------

We use a third party solution that automates 100% of evaluations with AI calibration and generates even coaching plans based on conversation analysis and evaluations so a few gears above suggested scoring. AI calibration is key for auto-scoring evaluations ...