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Genesys Cloud Release Notes - May 27th, 2020

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  • 1.  Genesys Cloud Release Notes - May 27th, 2020

    GENESYS
    Posted 05-27-2020 10:21
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    Contact center

    Introducing coaching with quality management

    Quality administrators and supervisors can now schedule coaching appointments with agents to help close gaps and drive improvements. Administrators identify an interaction where coaching is needed and schedule the appointment through a wizard in the interaction's detail page. Appointments can include multiple interactions and documents. For more information, see About coaching with quality management.

    Add an agent's workforce management schedule to an external calendar

    Agents can now import and sync their workforce management schedules to external calendars on mobile or desktop devices that support the iCal format; for example, Apple Calendar, Google Calendar, Yahoo Calendar, and Outlook. This feature helps agents add schedules to their external calendars of choice for easy access. For more information, see Add your workforce management schedule to an external calendar and About workforce management for agents.


    #QualityManagement
    #Roadmap/NewFeatures

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    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
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