Workforce Engagement Management

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  • What a magnificent day for the WEM community! Today, this robust space in the Genesys online space pulled together and created a dynamic community that has now reached over 1,000 members! The growth here has been incredible and we expect great things ...

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  • Hi everyone, I'm looking for customers who's organization typically creates quality evaluations based on interaction duration/handle time/etc or would like to do so in the near future. If so can you please share: - what is your desired query parameters ...

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  • Genesys Cloud WEM Customer Demo Series Led by the WEM sales specialists January 2023   Hello WEMers and community members! The Genesys Cloud WEM Customer Demo series is back. What it ...

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  • Hi everyone, I'm wondering if there is a way to see/edit the total calls or AHT line in the long term view that is in the automatic best method forecast? I am seeing the interval forecast but not a long term forecast option. Thanks! #Forecasting ...

  • ASA, SL, and ABD are predicted based on the forecast volume, AHT, and planned staff (specifically those scheduled to be On Queue with their capabilities taken into account). Forecasting service performance really does not make any sense since it depends ...

  • I come up against this with most migration customers from the likes of Avaya/Verint to Genesys.  It Avaya/Verint, the base activity can be set to any code, where as Genesys is locked to On Queue only. I understand flexibility would break in adding off ...

  • Hey guys we experience the same thing with AHT with our forecast on Thursday. Off by 20 minutes. We adjusted it down and opened a case but something is up. ------------------------------ Greg Barrett Outdoor Network LLC ----------------------------- ...

  • Hi All, When using the API /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules we get the schedule entities back, When changes are made to a schedule the date modified gets changed but not the version number. Just wanted ...

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