Following the recent "The Right Smile" Webinar focused on WFM and Capacity Planning , we're keeping the conversation going - and we'd love your input to help shape what's next! 👉 If you missed it, no worries - the recording will be available ...

Hello WEMers, Elevate Administrator capabilities and productivity, ensuring the capturing of internal calls that can't be recorded through external trunks. With Policy Based Station-Side Call Recordings you can enable station-side recording for ...

Hi @Linsey Edn ! I may be in the minority, but I am a strong believer in exceptions for when an Agent is doing something they are approved to do that may not have originally been on their schedule. I do not use the term "Schedule Adherence" but ...

Hi Wayde, Whenever an Activity Code (AC) is changed for a time off request, the system recalculates using the AC's duration set in the AC configuration. It compares it to the work plan to determine an estimated payable time. What is confusing about ...

Thank you for the response, Mark. I found a post in that link that is similar to my request. I've voted for it and will keep an eye out for updates to the post and hopefully the application soon. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207 ...

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 . Multi contextual panels Important ...

Yes, using Activity Plan will solve this. The key is the recurrence settings and initial Session Availability configuration if you want to continue with a specific cadence. Following the key steps below should provide you with outcomes in line with ...

Hello team! I'm reaching out to enquire if anyone is able to advise what the relevant permission is to enable viewing of shift history in schedules. https://help.mypurecloud.com/articles/undo-redo-unsaved-changes-schedule/ We're wanting to enable ...