Workforce Engagement Management

Genesys Cloud – March 30, 2026 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 ...

Hi James Not sure if it will be possible to perhaps use the "Synchronized time-off request" tool within the schedule editor to address the mismatch in the agent's work plan. From what I was able to find online, it depends on the type of integration ...

Thanks Paul. I think the part I need to understand more, is the process of how it 'becomes' a workitem. If a customer contacts us with multiple queries, is an agent required to manually create a workitem for each query in order to get it to the 'right' ...

Hi Melissa, No, the Business Unit cap for Workforce Management is independent of the Division limit. You can check the supported limits for Workforce Management in the following Resource Centre article: https://help.genesys.cloud/articles/workforce-management-supported-configuration/ ...

Hello, We wanted to check if there has been any update or explanation for this behavior, as we are seeing the same issue. In the agent scorecard for the current day , conformance is displaying as 67% , while the actual calculated conformance for ...

We also created what we call a "Log Off Meal" activity code but we only need to use it when someone requests a partial day time off. As long as as Full Day time off request is submitted, everything adds up fine. ------------------------------ Gina ...

@Melissa Palmer I know I am in the minority on this but what we do is, each day we look at the previous day's schedules, quickly scanning down looking for the pink out-of-adherence bar. If we see it before the start of the off-queue activity, we expand ...

Flexible evaluation assigned dates | Genesys Cloud Ideas Portal Vote for this idea- it is in future consideration and could help for our purposes. ------------------------------ Stacey Sanchez PACU- Workforce Operations MGR Winston-Salem, NC --- ...