Workforce Engagement Management

A few weeks ago, we released AI Outline, a new way to quickly understand how an interaction unfolded without having to read through the entire transcript. AI Outline breaks the transcript into chapters, giving you an at-a-glance view of the ...

Gina, One alternative is to have the evaluators score the evaluation as is, but choose "Never" release instead of "Immediately". The evaluations that are never released are still searchable, but do since they do not get released to the agent, they do ...

Hi Lilian! Yes, this is possible using External Metrics in Gamification. First, you create the metric definition under Performance & Engagement > External Metric Definitions. Then, you add and configure it in the Gamification Profile, including the ...

Hi Daniela, Laura, Sorry for the delay here, I've been on PTO and only just spotted this on my phone. To answer directly: this isn't a bug, it's expected behaviour. The Multi-Week view is built to show the default/category-level color rather than ...

Good Day Bryce I tested this on my side and was able to successfully monitor the agent screen via a tab in the browser. Can you confirm if the agent is using the Application, or if the agent is logged in via the browser? Below are some links from ...

Hi Shelby, I'm going to ask that you raise a care ticket for this so that one of the team can help review your configuration/constraints, as this could be related to a couple of different things, typically Work Plan constraint conflicts or conflicts ...

Genesys Cloud – August 17, 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 ...

I have submitted case #0004152910 ------------------------------ Mike Morris Manager - BCD ------------------------------