Hello, would like to get your feedback on how you would like to configure WFM notifications in the future. This will help with a project currently being researched. Starting with what I will call 'Workforce Management administrative notifications', ...

Are you using Coaching or Learning today? Or have you tried it in the past and found it didn't quite fit your needs? I'd love to hear from you! We're exploring ways to improve these experiences and are looking to connect directly with ...

At the moment, call monitoring is done at a per interaction basis. So supervisors do need to keep issuing the monitor command for each interaction. The continuous call monitoring capability is tracked by the Idea https://genesyscloud.ideas.aha.io/ideas/DIG-I-888 ...

Hi Suyog, that is the expected behavior, the facilitator of the Calibration event has that visibility. You could use the API's from the Developers center (https://developer.genesys.cloud/devapps/api-explorer) to extract the information. Mark ...

Hi all, Our business is really enjoying the recent feature "schedule a coaching session" and have been using this process regularly to develop our agents with a session booked in every week. One slight gripe though.... If the agent is calling in ...

What a minute, are we saying that agents would not be able to use the quality assurance evaluation comments sections for each question to review the reasoning for the scoring decision? We use the question comments section for each negatively scored question ...

Hi team, Had an inquiry, have been trying to work with support but not much of an outcome. Have Utilization configure that when in workitem, it can be interrupted by a voice, callback, chat, email or message, and specially, email being interrupted ...

We actually like the change. It is much easier to read. ------------------------------ Jodi Maffitt NA ------------------------------