Workforce Engagement Management

Hello @Darshan Dave , The widget will not be automatically visible at the time of release. Admins will need to assign the permissions to the agent role(s) for them to see the new widget. ------------------------------ Belinda Herrera Genesys, ...

Hi @Laura Horton , We don't have any videos but I have added a few screenshots to the post. I hope that helps. Thanks, ------------------------------ Belinda Herrera Genesys, Staff Product Manager ------------------------------

Hello Sarah, AI Scoring evaluates interactions only from the conversation transcript, so it cannot answer an AI question about whether a wrap up code was selected or not. This would be a question that would require a manual answer. It does not use ...

Hi Ashleigh, Let me try to help. When configuring capacity planning there is something called Planning Group to Staffing Group associations. It's configured under the staffing group and allows you to indicate, for capacity planning purposes, what ...

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 . Streamlined navigation and information ...

Hello! In a union contact center, when a schedule is awarded as part of a bid, the PPA cancellation should revert to the schedule the agent is assigned to in the work plan. thanks for escalating this issue. ------------------------------ Sally ...

Experiencing the same issue. Was there ever a fix/explanation identified? ------------------------------ Zachary Moore Sr. Workforce Analyst ------------------------------

That makes sense, thank you for clarifying. Your expertise and knowledge sharing is appreciated. ------------------------------ Holly Stauffer ------------------------------