Workforce Engagement Management

Happy to let you know the work on the WFM 'admin' user interfaces is underway. You can track this here Enhanced date and time localization for | Genesys Cloud Ideas Portal and on the public roadmap in the 'Scheduling' section Genesys Cloud Ideas Portal ...

Dear WEM Community, We're aware of an issue where some users may see an "Invalid page" message when navigating to Employee Engagement → Gamification Contests . What's happening The Gamification Contests menu entry may be visible to users ...

Hello, You can use the /api/v2/quality/evaluations/search API to report on evaluation data at scale - including automated evaluations. By adding "systemSubmitted": true to your request, you can filter results to include only evaluations submitted ...

Thanks, Jose. Looking forward to the enhancements. ------------------------------ Martin Bunting New Era Technology Senior Solutions Consultant ------------------------------

Hi Erica, thanks for the post. I've shared a community article that highlights strong results using Automated QA (AI Scoring) combined with Speech & Text Analytics in a high-volume operation. It covers outcomes, metrics, and key best practices from ...

Things like SL and ASA are queue specific not agent specific. So, if we show a queues actual SL, ASA, or ABD, it doesn't have anything to do with what agents handled interactions in that queue. Agent-specific items on intraday are only concerned with ...

Thanks for the clarification and for sharing the detailed steps - that really helped 👍 I was able to test it successfully on my side. Confirming that after manually submitting/finalizing the required number of evaluations, the Agreement Rate ...

Hi, I can confirm that score is excluded from the agents overall scoring. We did some yesterday and I've just double checked and there's nothing under the agents name. Thanks Esther ------------------------------ Esther Blakelock Quality Manager ...