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The new work plan rotations feature enables administrators and contact center managers to create patterns so that shifts within selected work plans rotate, typically on a weekly basis. This feature allows agents the opportunity to work all shifts and avoid monotonous weekly scheduling. For more information, see Work plan rotations overview and About workforce management.
Quality administrators and supervisors can now add an interaction to an existing coaching appointment for anyone involved in the interaction. This feature eliminates the need for administrators to manually cut and paste a link to an interaction when adding that interaction after making the initial appointment. For more information, see Add an interaction to an existing coaching appointment.
Quality administrators and supervisors can now copy an Interaction ID directly to their clipboard from the Details tab on an interaction's detail page. Managers can also now use a link icon to copy the interaction's detail page URL directly to their clipboard. For more information, see View an interaction's details.
Genesys has reduced Workforce Engagement Management (WEM) add-on upgrade subscription prices. For more information, see Add Workforce Engagement Management to your subscription.
Contact center managers and supervisors can now filter by the routing method used to contact the agent who answered the interaction, in detail and aggregate Performance views. Managers and supervisors can view the routing method used in Interaction views. For more information, see Interactions view, Queues Interactions Detail view, Agents Interactions Detail view, Queues Performance Summary view, DNIS Performance view, Agents Performance Summary view, and Wrap-Up Performance Summary view.
Contact center managers and supervisors can now filter by the source provider for the interaction, such as email or Genesys Cloud Edge, in aggregate Performance views. For more information, see Queues Performance Summary view, DNIS Performance view, Agents Performance Summary view, and Wrap-Up Performance Summary view.
Genesys announced the screen recording policy changes for Genesys Cloud 2 users on October 7 with an October 28, 2020 take effect date. Genesys has postponed the take effect date to November 4, 2020. For more information, see Screen recording policy changes for Genesys Cloud 2 users.If you have a question or comment, start a new discussion. Cheers!
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.