Workforce Engagement Management

Hello WEM Community Members! Did you miss our recent webinar all about enhancing your quality management process with AI? Or maybe you want to re-watch the recording or pass it along to a colleague? Whatever the case, you can access the on-demand ...

We're making a small but meaningful update based on your feedback 🇫🇷 As part of Agent Empathy Analysis , the French (France) label for "Unhelpful" in the interaction view will be updated. This change applies to fr-FR only and was driven ...

We're excited to announce an upcoming update to the en-IN transcription model. This update introduces an improved model, delivering a step forward in accuracy and consistency for voice interactions. There's no extra cost involved, and no configuration ...

AI is reshaping how work gets done; but most organizations are still operating with fragmented processes across quality, workforce management, and analytics. Join our 3-part advisory series focused on one shift: From manual operations to ...

Hi everyone, I wanted to share two related ideas I submitted around making Quality Evaluations and AI Scoring more actionable, transparent, and useful for agent development . The first idea is about adding an AI-generated feedback summary field ...

Hi Dmitriy, totally agree, and this is something we deal with as well! The workaround today is building a staffing group filtered by your planning group and applying the time off plan there, but honestly, looking at the Time Off Plan setup, it is obvious ...

Hey WFM community! I am curious to learn from these of you who using and considering overtime planning as part of WFM scheduling process. Is this something you are defining manually knowing upfront coming event, campaign or promotion and you simply want ...

For 100% this MVP version of block scheduling does not impact routing. Other queues should be deactivated either via Genesys Ps custom app, or manually by team leaders or by agents themselves if they are allowed to activate and deactivate queues. ------------------------------ ...