Workforce Engagement Management

Enhancements to Capacity Planning Flexibility & Forecasting Horizon 🚀Enhancements to Capacity Planning Flexibility & Forecasting Horizon We're rolling out several enhancements to Capacity Planning and Staffing Configuration designed to ...

Hello WEM Community! We're excited to share an upcoming Limited Availability release for Genesys Cloud WEM - Speech and Text Analytics: Semantic Topic Spotting . Semantic Topic Spotting introduces a more advanced way to automatically identify ...

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 Camila, that helps a lot. Thank you for the explanation. I'm thinking of increase the service goal to something like 240 seconds, but I suspect that won't make a big difference on a low-volume queue. What do you recommend in this situation? We have ...

Hello Masashi, The video is now posted in my original post at the top of the thread. Thanks, ------------------------------ Daniel Chapdelaine, Senior Product Manager, Home + Gamification Genesys - Employees ------------------------------

Hi Pablo, My team is also currently looking at integration with ADP, and you've got some of the same questions as we do. Were you ever able to get any insight on this? Thanks! ------------------------------ Ashleigh Blazer --------------------- ...

Hi, Building a complex schedule, which includes various types of huddles and mandatory off-queue tasks, I made breaks and lunch periods interruptible. Although this is not ideal, I chose this approach to ensure that required activities could be incorporated ...

When agents submit a time-off request, the system uses the agent's Work Plan to estimate the total paid hours for the date range the user requests (if a published schedule is not present). How does this work if there are optional days in the agent's Work ...