Workforce Engagement Management

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Speech & Text Analytics, Gamification and Learning now available in WEM Add On!.

  • 1.  Speech & Text Analytics, Gamification and Learning now available in WEM Add On!.

    GENESYS
    Posted 12-02-2021 11:01

    Genesys Cloud just released an important change to WEM Add On Subscription.

    Are you a Genesys Cloud 1 or 2 customer and looking to try out Speech and Text Analytics, Gamification or Learning features within Genesys Cloud? If yes, these are now available as part of WEM Add On. Upgrade now!

    Also, we have made a change in how billing is triggered for the WEM Add On.  Organizations using the WEM Add On will be billed under the following two scenarios:

    • Administrator Use (permission based) – All users who have administrator permissions for WEM related capabilities will be billed for the WEM Add On product.
    • Agent Use (based on use) – All users who are the subject of WEM related capabilities will be billed for the WEM Add On. The following is a list of some of the features that will be billed when used.
      • When a schedule is created for the agent using the WFM Scheduler.
      • When an evaluation is assigned to an agent.
      • When a web survey for an agent is sent for feedback.
      • When a call is transcribed or a digital interaction has a topic spotted for any agents associated with the interaction.
      • When a coaching session is scheduled for an agent.
      • When a module is assigned to an agent.
      • When a gamification point is generated for an agent.


    Visit Add-workforce-engagement-management-to-your-subscription/  article in the Resource Center for additional information about this change.


    #CoachingandTraining
    #Gamification
    #PerformanceManagement
    #QualityManagement
    #Scheduling
    #SpeechandTextAnalytics
    #WorkforceEngagementManagement

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    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
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