Happy December, WEM Friends,

Do you remember our 12 Days of WEM from 2022?

Well, we thought we'd bring it back for 2024, this time we will be showcasing 12 Features of WEM, revisiting our favorite releases from this year 🎄🎄

There have been some awesome features this year and looking forward to what is to come in 2025!

Don't forget to keep an eye on the Arrivals Board for upcoming releases (shameless plug!)

As for our little WEM Community, we're so excited to watch our member count rise and to be at nearly 2K members! The community discussions get more and more interesting and animated, and we're especially excited to see all of you interact with each other and help each other out. And for that reason, we especially want to take the opportunity to thank everyone for joining, participating and being part of our small but mighty Community! 🥰

So, to celebrate we're making a list and checking it twice… Going to find out what's been nicer than nice!

In this Special holiday event:

✨ The 12 Days of WEM ✨

Join us as we revisit our favorite 2024 WEM Feature releases, we will be showcasing 1 Feature a weekday leading up to Christmas Eve, and to add a bit more fun to each day we will be sharing a Fun Fact about Xmas that you may or may not have known!

✨What was your favorite WEM feature in 2024?✨

And, since the holidays are a time for sharing, we'd also love for you to share your thoughts and comment on the features and share your fun facts and how you will be celebrating this holiday season!

See you on Monday (December 9^th) for our First Release of WEM review.

In the meantime, as we said in 2022, deck the halls with boughs of holly! 🎄

 On the 1^st Day of WEM, the WEM team gave to me:

Feature 1: Suppress recording when a call is on hold.

Enhancing Privacy and Compliance with Recording Suppression During Holds

To address privacy and compliance concerns, we've introduced an enhancement to policy-based recording: recording suppression during holds. This ensures that customers are not accidentally recorded during specific scenarios, such as when they are unaware of being placed on hold. Additionally, this feature helps reduce recording file sizes, optimizing storage needs.

Recording suppression during holds applies to:

            •          Explicit hold actions initiated by agents.

            •          Agent-to-agent consults during interactions.

            •          Administrative actions in conference scenarios, such as ACD Conference and Barge-in.

This update builds upon prior improvements, including ACD Agent Consult Recording, requiring updates to the Edge for full implementation.

New Administrator Setting for Secure Flows

Administrators can now enable or disable the suppression of recording in Secure Flows on a per-flow basis. Note:

            •          Each flow's setting is independent and does not carry over to other flows.

            •          Settings do not transfer when flows exit to a queue or an agent.

This feature empowers administrators to fine-tune recording settings for greater flexibility while maintaining compliance.

Stay tuned for more updates as we continue to enhance recording capabilities.

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today:

Sweden:

The Yule Goat has been a Swedish Christmas symbol dating back to ancient pagan festivals. However, in 1966, the tradition got a whole new life after someone came up with the idea to make a giant straw goat, now referred to as the Gävle Goat. According to the official website, the goat is more than 42 feet high, 23 feet wide, and weighs 3.6 tons. Each year, the massive goat is constructed in the same spot. Fans can even watch a livestream from the first Sunday of Advent until after the New Year when it's taken down.

Share your thoughts and fun facts!

Let us know your thoughts and your family traditions in the comments below, we love to hear from you 😊😊

See you tomorrow for our next feature of WEM.

 On the 2nd Day of WEM, the WEM team gave to me:

Feature 2: Languages enhancements

Link: https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/

Language Enhancements in WEM and the Power of Data Donation

This year has been remarkable for Workforce Engagement Management (WEM) as we've rolled out numerous enhancements across various languages to improve transcription, sentiment analysis, and empathy analysis. These advancements help deliver more accurate insights, enhancing both customer and agent experiences.

Highlights of the Year's Language Enhancements:

Voice Transcription Improvements

            •          Japanese (ja-JP): Updated transcription engine for enhanced accuracy.

            •          Dutch (nl-NL): Improved transcription with updates from Mediahuis and Eneco.

            •          German (de-DE): Enhanced transcription with updated engine.

            •          Spanish (es-ES and es-US):

            •          Training material from Banco de Chile and Despegar.

            •          Native voice transcription improvements via Falabella.

            •          Portuguese (pt-PT and pt-BR):

            •          New training material from Equatorial.

            •          Near real-time normalization of numbers in voice transcriptions.

            •          Arabic (ar-WW): Updated transcription engine for better accuracy.

            •          Korean (ko-KR): Improved transcription accuracy with the updated engine.

            •          English Dialects: Real-time normalization of numbers and better recognition of Irish street names.

            •          Hindi (hi-IN): Added support in the extended voice transcription service.

Sentiment and Empathy Analysis Enhancements

            •          New support for Simplified Chinese (Mandarin) and Traditional Chinese (Cantonese and Taiwanese) (Early Preview).

            •          Expanded analysis for Arabic, Korean, Portuguese, Finnish, Danish, Swedish, Norwegian, Polish, Hebrew, and Swiss German (de-CH) (Early Preview).

            •          Improved English, Spanish, Portuguese, and French sentiment and empathy analysis.

Advanced Features for Privacy and Compliance

            •          Automated recording redaction and sensitive data masking for German, Swiss German, Dutch, Portuguese, and Spanish to reduce exposure to PII and PCI data.

Innovative Topic Mining

            •          Discover new topics and phrases in German (de-DE), Italian (it-IT), and Portuguese (pt-PT and pt-BR) transcripts.

Benefits of Data Donation

These advancements are made possible through data donation. By securely sharing anonymized interactions, you enable us to train transcription and analytics models, leading to:

            •          Greater accuracy in voice transcriptions and sentiment analysis.

            •          Better understanding of nuanced interactions in specific regions and languages.

            •          Reduced manual workload for agents and administrators.

Together, we can drive innovation and improve WEM capabilities globally. Share your feedback, and let's continue advancing transcription and analytics across all regions and languages!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

Philippines

If you thought the United States went all out with Christmas decorations, you should see what the Philippines does. Every year, the city of San Fernando holds Ligligan Parul (or Giant Lantern Festival) featuring dazzling parols (lanterns) that symbolize the Star of Bethlehem. Each parol consists of thousands of spinning lights that illuminate the night sky. The festival has made San Fernando the "Christmas Capital of the Philippines."

Share your thoughts and fun facts!

Let us know your thoughts and your family traditions in the comments below, we love to hear from you 😊😊

See you tomorrow for our next feature of WEM.

On the 3rd Day of WEM, the WEM team gave to me:

Feature 3: Staffing Groups for Time-off limits and Auto-approval

https://help.mypurecloud.com/articles/staffing-groups-overview/

Custom Staffing Group:

In case you missed it, earlier this March, we launched exciting new features to enhance flexibility and control for Workforce Management (WFM) admins and agents.

What’s Included:

Custom Holiday Pools

Admins can now configure holiday pools independently of management units. This added flexibility allows you to:

            •          Meet diverse organizational requirements.

            •          Set limits and track auto-approval for improved visibility and control.

Staffing Group Management

We introduced a new capability for managing agent groups, including:

            •          Navigating to Staffing Groups to view, create, update, and delete groups.

            •          Assigning permissions for secure access and streamlined management:

            •          All Permissions

            •          Add

            •          Delete

            •          Edit

            •          View

            •          Division-aware permissions, requiring CX 3, or WEM Add-ons licenses.

Default Roles with Permissions:

            •          Master Admin

            •          Planner Admin

Benefits for WFM Admins:

            •          Streamlined management of holiday pools and staffing groups.

            •          Enhanced control through customizable permissions.

            •          Improved visibility into existing staffing groups for better workforce planning.

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

Iceland

Similar to the 12 days of Christmas in the U.S., Iceland celebrates 13. Each night before Christmas, Icelandic children are visited by the 13 Yule Lads. After placing their shoes by the window, the little ones will head upstairs to bed. In the morning, they'll either have received candy (if they're good) or be greeted with shoes full of rotten potatoes if they're bad. And you thought coal was a terrible gift!

1. Stekkjarstaur (Sheep Cote Clod) doesn’t let his two peg legs stop him from bothering the sheep.
2. Giljagaur (Gully Gawk) waits for his chance to steal milk from the cowshed by hiding in a gully.
3. Stúfur (Stubby) is very short, but he’ll still try to steal your pans to eat the crust.
4. Þvörusleikir (Spoon Licker) loves to steal spoons to lick. No wonder he’s so thin if that’s all he eats!
5. Pottaskefill (Pot Scraper) scrapes leftovers out of the pots he steals.
6. Askasleikir (Bowl Licker) hides under the bed and waits to steal bowls to lick clean.
7. Hurðaskellir (Door Slammer) has fun waking people in the middle of the night by slamming doors.
8. Skyrgámur (Skyr Gobbler) tries to steal his favourite food, skyr (Icelandic-style yoghurt).
9. Bjúgnakrækir (Sausage Swiper) hides in the rafters for his chance to steal hanging sausages that are being smoked.
10. Gluggagægir (Window Peeper) spies in windows, checking out what belongings inside he can snatch.
11. Gáttaþefur (Doorway Sniffer) uses his big nose to sniff out bread.
12. Ketkrókur (Meat Hook) steals meat with his handy hook.
13. Kertasníkir (Candle Stealer) has a fondness for candles to eat. It is worth noting that candles were made from tallows back in the day, so it’s not unreasonable to eat them.

1.  

Share your thoughts and fun facts!

Don't be shy! Let us know your thoughts and your family traditions in the comments below. 😊😊 

See you tomorrow for our next feature of WEM.

On the 4th Day of WEM, the WEM team gave to me:

Feature 4: Agent Empathy / Unhelpful Behavior Analysis and Scoring UI

In April, we launched Agent Empathy Analysis in Genesys Cloud to help evaluate and enhance the empathy and emotional intelligence of customer service representatives during interactions. This feature analyzes the language used by agents, classifying responses as empathetic, neutral, or unhelpful, and assigns an overall empathy score ranging from -100 to +100.

Key Features

            •          Empathy Markers: Highlights specific phrases in transcripts as empathetic or unhelpful. You can click on these markers to view the corresponding transcript details.

            •          Overall Empathy Score: Reflects the agent’s ability to understand and connect with the customer’s emotions.

            •          100 = Only empathetic phrases.

            •          -100 = Only unhelpful phrases.

Applications

            •          Training and Coaching: Use empathy analysis to develop targeted training that enhances agents’ empathetic skills.

            •          Quality Assurance: Incorporate empathy scores into QA processes to uphold empathy standards.

            •          Customer Experience: Proactively address interactions with low empathy scores to improve customer satisfaction.

            •          Agent Recognition: Celebrate and reward agents who consistently exhibit high empathy scores, fostering a culture of compassionate service.

How to Enable Agent Empathy Analysis

            1.         Navigate to Speech and Text Analytics settings in the Genesys Cloud Admin menu.

            2.         Ensure the feature is activated for your organization.

Important Considerations

            •          Data Privacy: The feature analyzes interaction language only, adhering to regulations like the EU AI Act.

            •          Permissions: Ensure agents and supervisors have the necessary permissions to view speech and text analytics data.

If you haven’t explored this feature yet, now’s the time!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

Austria

Alpine countries like Austria have a legend that a devil-like creature called Krampus joins their St. Nicholas festivities on December 6. Children are asked for a list of their good and bad deeds: Good children are rewarded with sweets, apples, and nuts, and bad children worry what Krampus might bring on Christmas morning.

(Least scary picture I could find!!)

Share your thoughts and fun facts!

Getting in the holiday spirit yet?

What's your favorite family tradition, Christmas or otherwise!

See you tomorrow for our next feature of WEM.

On the 5th Day of WEM, the WEM team gave to me:

Feature 5: Supervisor Overview Page to Better Manage their team.

In May, we introduced the Supervisor Activity Overview in Genesys Cloud CX, equipping supervisors with powerful tools to monitor and manage their teams effectively. If you haven’t explored this feature yet, here’s a recap of what it offers!

Key Features

            •          Insights Summary: Quickly identify top and bottom-performing agents, review presence statuses, and dive into detailed performance metrics over customizable timeframes.

            •          Learning Performance and Compliance: Keep track of training module assignments, monitor completion rates, and ensure your team stays on schedule with learning initiatives.

            •          Real-Time Adherence: Monitor agents’ adherence statuses in real time, send messages, and navigate to their schedules directly from the widget.

            •          Coaching Compliance: Manage coaching appointments seamlessly by tracking their statuses and rescheduling as necessary.

Maximize Your Supervisory Capabilities

            •          Training Resource: Check out the Introduction to Genesys Cloud for Supervisors course to learn about dashboard customization, alert configuration, and leveraging instant messaging for better communication.

            •          Roles and Permissions: For detailed guidance on assigning roles like ‘Supervisor’ and managing access to features, refer to the Roles and Permissions Overview.

By utilizing these tools and resources, you can enhance team performance, ensure compliance, and foster continuous development in your contact center.

Share your feedback or tips on how you’ve been using the Supervisor Activity Overview to optimize your team’s performance!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

South Africa

While the traditions around South Africa vary by region and culture, most families come together for a cookout, called braaing on the holiday. Marinated steaks and boerewors sausages serve as the main course, followed by a customary dessert of malva pudding (pictured) served with a custard. Traditional fir Christmas trees are decorated with a variety of baubles included hand-beaded African ornaments.

Share your thoughts and fun facts!

Don't forget to add your comments!

See you next week for our next feature of WEM.

Happy weekend, everyone 

Happy Monday, All.

On the 6th Day of WEM, the WEM team gave to me:

Feature 6: Dictionary Management  

In June 2024, we introduced Dictionary Management in Genesys Cloud CX, a powerful feature designed to enhance the accuracy of speech and text analytics by enabling administrators to manage custom terms and phrases effectively. If you haven't taken advantage of this feature yet, here's what you need to know!

Key Features

• Custom Dictionaries: Create and manage dictionaries with terms, phrases, or acronyms specific to your organization, ensuring accurate analysis of interactions.
• Multi-Dictionary Support: Use multiple dictionaries simultaneously, tailoring insights for different business units or departments.
• Real-Time Updates: Apply updates immediately, ensuring that changes are reflected in ongoing analytics.
• Exclusion Management: Remove unwanted or irrelevant terms from analytics to focus on meaningful insights.

Benefits of Dictionary Management

• Enhanced Accuracy: Improve transcription and analysis by teaching the system your organization's unique terminology.
• Better Insights: Focus on what matters by excluding irrelevant terms, leading to actionable analytics.
• Increased Flexibility: Customize dictionaries for specific departments, teams, or use cases.

Additional Resources

• Check out the Help Guide for Dictionary Management for step-by-step instructions.
• Learn how to optimize speech and text analytics through custom dictionaries by exploring related training materials.

By leveraging Dictionary Management, you can ensure more accurate interaction analysis and drive better business outcomes. Share your feedback or ask any questions in the comments below!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

Japan

Although Christmas isn't a national holiday in Japan (an estimated one percent of the population is Christian, according to Smithsonian Magazine), its citizens still find an interesting and delicious way to celebrate. Rather than gathering around the table for a turkey dinner, families head out to their local Kentucky Fried Chicken. The tradition began in 1974 after a wildly successful marketing campaign called "Kurisumasu ni wa kentakkii!" or "Kentucky for Christmas!"

The fast food chain has maintained its yuletide popularity, causing some people to order their boxes months in advance or stand in two-hour-long lines to get their "finger lickin' good" food.

Share your thoughts and fun facts!

Don't be shy! Let us know your thoughts and your family traditions in the comments below. 😊😊 

See you tomorrow for our next feature of WEM.

It's Tuesday! and on the 7th Day of WEM, the WEM team gave to me:

Feature 7: Work Plan Bidding

In July 2024, we launched Work Plan Bidding in Genesys Cloud CX, a game-changing feature that empowers agents to bid for work schedules that best align with their preferences. This innovative capability enhances employee satisfaction and engagement while ensuring operational efficiency.

Key Features

• Flexible Bidding Process: Agents can rank work plans based on their preferences, enabling a more personalized scheduling experience.
• Transparent Timeline: Administrators can set clear bidding timelines, ensuring agents know when bids are open and closed.
• Auto-Approval Options: Simplify scheduling by automatically approving bids based on predefined rules.
• Real-Time Updates: Administrators can update and manage work plan bids in real time, providing flexibility to adjust schedules as needed.

Benefits of Work Plan Bidding

• Improved Employee Engagement: Empower agents by giving them more control over their schedules.
• Enhanced Work-Life Balance: Allow agents to align work plans with their personal needs and preferences.
• Optimized Staffing: Ensure schedules meet business requirements while considering agent preferences.

Getting Started

1. Set Up Work Plan Bids: Navigate to the Workforce Management Admin menu and configure work plan bidding settings.
2. Communicate with Agents: Share the bidding timeline and instructions with your team.
3. Review and Manage Bids: Use the Work Plan Bids Dashboard to monitor bids, approve schedules, or make adjustments.

Additional Resources

• Explore the Work Plan Bidding Overview for a comprehensive introduction.
• Learn how to Manage a Work Plan Bid with step-by-step guidance.

Work Plan Bidding revolutionizes scheduling by fostering collaboration between agents and administrators. Have you tried it yet? Share your experiences or ask questions in the comments below!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

Mexico

All across Mexico members of the Church put on Pastorelas (Shepherd's Plays) to retell the Christmas story. The Mexican Christmas season begins early in December with Las Posadas, a religious march that re-enacts the journey of Mary and Joseph. The vibrant red poinsettia flowers are also used in holiday arrangements for decoration throughout the country.

Share your thoughts and fun facts!

Don't be shy! Let us know your thoughts and your family traditions in the comments below. 😊😊 

See you tomorrow for our next feature of WEM.

A day to closer to the Holidays!

On the 8th Day of WEM, the WEM team gave to me:

Feature 8: Activity Plans

In August 2024, we introduced Activity Plans in Genesys Cloud CX, a feature designed to streamline and standardize activities like coaching, training, and one-on-one meetings. This powerful tool helps supervisors and administrators ensure consistency, track progress, and manage schedules effectively.

Key Features

• Structured Activity Planning: Create templates for recurring activities, such as coaching sessions or training programs, to maintain consistency across the organization.
• Activity Assignment: Assign activities to individuals or teams and set due dates to keep everything on track.
• Progress Tracking: Monitor the completion status of assigned activities directly from the dashboard.
• Flexible Management: Edit, update, or delete activity plans as needed to adapt to evolving business needs.

Benefits of Activity Plans

• Consistency Across Teams: Ensure standardized approaches for training, coaching, and other key activities.
• Improved Time Management: Reduce manual effort by automating and streamlining activity scheduling and tracking.
• Enhanced Visibility: Gain real-time insights into the progress of assigned activities, helping you identify bottlenecks or gaps.

Getting Started

1. Create an Activity Plan: Navigate to the Workforce Engagement Management Admin menu and set up templates for your recurring activities.
2. Assign Activities: Select individuals or groups, set deadlines, and monitor progress from the Activity Plans dashboard.
3. Track and Adjust: Use the intuitive dashboard to track completion rates and make adjustments as needed.

Additional Resources

• Dive into the Activity Plans Overview for a detailed introduction.
• Learn how to Manage Activity Plans with step-by-step instructions.

Activity Plans bring structure and efficiency to workforce engagement, helping teams stay aligned and focused on their goals. Have you implemented them in your organization? Share your thoughts or ask questions in the comments below!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

New Zealand

Because summer falls during Christmastime for Kiwis, a number of their traditions center around a barbie, or grill, where families and friends gather for a casual cookout of fresh seafood, meat, and seasonal vegetables. The New Zealand Christmas tree is the Pohutukawa, a coastal species that blooms a bright-red color in December, providing shade during the sunny days as they sing carols in both English and Maori.

Share your thoughts and fun facts!

Don't be shy! Let us know your thoughts and your family traditions in the comments below. 😊😊 

See you tomorrow for our next feature of WEM.

Happy Thursday, everyone!

Here we go again, on the 9th Day of WEM, the WEM team gave to me:

Feature 9: Screen Recording UI Update for Playback

In September 2024, we launched an updated Screen Recording UI in Genesys Cloud CX, making it easier than ever to view and manage screen recordings. This enhancement provides a modernized interface designed to improve playback functionality and streamline the review process for quality assurance teams.

Key Features

• Enhanced Playback Controls:
• Play, pause, and navigate recordings with improved precision using a new, intuitive control panel.
• Adjust playback speed to quickly review recordings or analyze interactions in detail.
• Dynamic UI Updates:
• A sleek, modern interface designed for clarity and ease of use.
• Seamlessly view screen recordings alongside interaction details for better context.
• Multi-Device Support:
• Optimized for viewing recordings on both desktop and mobile devices, ensuring flexibility and accessibility.
• Improved Annotations and Bookmarks:
• Add notes or bookmarks to specific sections of a recording for more efficient collaboration and follow-up.

Benefits of the Updated Screen Recording UI

• Faster Reviews: Enhanced playback tools save time and make it easier to focus on key moments in recordings.
• Greater Insights: Improved interface ensures that supervisors and quality analysts can efficiently assess interactions for compliance, training, and coaching purposes.
• Simplified User Experience: A more intuitive design reduces the learning curve and increases productivity.

Additional Resources

• Explore the Screen Recording Overview to learn about this feature.
• Check out the detailed guide to Viewing Screen Recordings for step-by-step instructions.

This update is part of our ongoing efforts to enhance the Genesys Cloud CX experience. Have feedback on the new Screen Recording UI? Let us know in the comments!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

Barbados

A Christmas table in Barbados isn't complete without a baked ham decorated with pineapple and sorrel glazes, a rum cake, and Jug Jug, a dish inspired by the Scottish influence on the island combining pigeon peas, guinea corn flour, herbs, and salt meat.

Share your thoughts and fun facts!

Looking forward to reading your comments below. 😊😊 

See you tomorrow for our next feature of WEM.

It's Friday!!!!!! Oh yes it is 🙌🙌🙌🙌🙌

So, it's the 10th Day of WEM, and the WEM team gave to me:

Feature 10: Continuous Forecasting

In October 2024, we introduced Genesys Continuous Forecasting, an AI-powered workforce management (WFM) solution designed to revolutionize forecasting accuracy and efficiency. This innovative feature leverages machine learning (ML) and mathematical optimization (MO) to provide nightly, automated updates, enabling contact centers to stay ahead of evolving demands.

Overview

Genesys Continuous Forecasting eliminates the need for manual reforecasting by using the most current interaction data and average handle times (AHT). The result? Precise forecasts that adapt dynamically, reduce administrative burdens, and support proactive workforce planning.

Key Features

• Nightly Forecast Regeneration: Automatically updates forecasts nightly with the latest interaction data and AHT, ensuring precision.
• Scenario Analysis: Allows modeling of "What If" scenarios by adjusting variables like shrinkage and FTE to explore outcomes.
• Schedule Generation (Future Feature): Forecasts can be used to create optimal schedules for better resource alignment.
• Manual Modifications: Administrators can refine forecasts based on specific business needs.
• Cone of Confidence (Future Feature): Will visually indicate forecast reliability to support confident decision-making.

AI Differentiators

• Predictive AI: Anticipates demand trends to enable proactive planning.
• Hybrid ML/MO Models: Combines advanced methodologies with Genesys' proprietary approaches for superior accuracy.

Business Benefits

• Improved Forecast Accuracy: Automatically captures emerging trends, aligning resources with real-time and predicted demand.
• Reduced Administrative Burden: Saves time for workforce planners by minimizing manual tasks.
• Operational Flexibility: Supports adjustments to schedules, shrinkage, and FTE dynamically.
• Proactive Decision-Making: Scenario planning and real-time updates enable better long-term strategies.

Integration with Genesys Cloud

• Seamlessly integrates with Genesys Cloud CX and its WEM tools.
• Supports multi-channel operations, including voice, digital, and asynchronous interactions.
• Forecast values appear in the redesigned forecasting view, making it easier to track updates.

Additional Details

• License Requirements:
• Genesys Cloud 1 WEM Add-on II
• Genesys Cloud 2 WEM Add-on I
• Genesys Cloud 3 / Genesys Cloud 3 Digital

This is just the beginning! Continuous Forecasting is the foundation of a long-term vision to redefine WFM in Genesys Cloud. Stay tuned for future updates, including real-time forecasting, advanced scheduling, and more. Let us know your thoughts or questions in the comments below!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

Poland

On Christmas Eve in Poland, many families share oplatek (an unleavened religious wafer), each person breaking off a piece as they wish each other Merry Christmas. Dinner may not begin until the first star appears in the night sky and, traditionally, an extra setting is left at the table should someone show up uninvited

Share your thoughts and fun facts below!

Last weekend before Christmas! Have fun and enjoy and see whoever is still working on Monday!

It's XMAS week!!

And here we go with day 11 and on the 11th Day of WEM, the WEM team gave to me:

Feature 11: Voice Surveys Now Available in Genesys Cloud CX

We're thrilled to remind you about the launch of Voice Surveys in Genesys Cloud CX! This feature enables you to seamlessly gather post-interaction feedback from customers through automated voice surveys, empowering your organization to enhance customer experiences and drive continuous improvement.

What Are Voice Surveys?

Voice Surveys allow you to create post-call surveys, where customers can share their feedback through automated phone interactions. These surveys are fully customizable to match your organization's needs, providing invaluable insights into customer satisfaction and service quality.

Key Features

• Customizable Survey Flow:
• Build tailored voice survey flows to match your business requirements.
• Add personalized prompts and configure logic to guide customers through the survey.
• Survey Scheduling:
• Automatically invite customers to participate in surveys based on completed interactions.
• Real-Time Reporting:
• Access detailed analytics and results to track survey performance and customer satisfaction metrics.
• Flexible Flow Settings:
• Configure options like retry attempts, survey timeouts, and fallback actions for non-responses.

Benefits of Voice Surveys

• Actionable Insights: Gather immediate feedback on customer interactions to identify areas for improvement.
• Enhanced Customer Experience: Show customers their opinions matter by proactively seeking their input.
• Data-Driven Decisions: Use feedback to guide training, coaching, and service improvement initiatives.

How to Get Started

1. Create a Voice Survey Flow:
• Navigate to Architect in the Admin menu.
• Select Create New Flow and choose Survey Flow to design your voice survey.
2. Configure Survey Flow Settings:
• Adjust settings such as timeouts, retry attempts, and fallback options.
• Add personalized messages and logic to enhance the survey experience.
3. Schedule Voice Surveys:
• Enable post-call survey invitations within your interaction settings.
4. Review Survey Results:
• Access survey analytics in Customer Surveys Reports to evaluate performance and identify trends.

Additional Resources

• Learn more about Customer Surveys.
• Explore how to Work with Voice Survey Flows.
• Discover detailed Voice Survey Flow Settings.

Voice Surveys are a game-changer for capturing customer feedback and driving continuous improvement. Have you started using them? Share your experience or ask questions in the comments below!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

Ireland

The Irish leave a tall red candle in a front window overnight, a welcoming symbol of warmth and shelter for the holiday season. Traditional Christmas fare in Ireland often includes homemade roast goose, vegetables, cranberries, and potatoes.

Share your thoughts and fun facts!

Looking forward to reading your comments below. 😊😊 

See you tomorrow for our 12th Feature of WEM.

It's Christmas Eve, Everyone ☃️🎄 🎁 🎄 🎁 ☃️

Here is our final revisit of our features for 2024 – on the 12^th Day of WEM, the WEM Team gave to me:

Feature 12: Weekly Staffing Requirements Feature Launched in December 2024

We're excited to remind you about the Weekly Staffing Requirements feature, launched in December 2024! This powerful addition to Genesys Cloud CX simplifies workforce planning by leveraging Automatic Best Method (ABM) forecasts to provide detailed insights into your staffing needs for up to two years.

What Are Weekly Staffing Requirements?

This feature helps administrators generate and analyze weekly staffing requirements using AI-powered ABM forecasts. It offers a clear and comprehensive view of your workforce needs, enabling better capacity planning and more accurate scenario modeling.

Key Features

• Long-Term Forecasting: Generate staffing requirements for up to two years using ABM forecasts.
• Detailed Insights: View requirements in an easy-to-read chart and a detailed grid for granular analysis.
• Scenario Analysis: Adjust shrinkage and full-time equivalent (FTE) definitions to explore "What If" scenarios.
• Export Capabilities: Export staffing data for all planning groups within a business unit or specific planning groups.
• Centralized Access: Access staffing requirements directly from the new Capacity Planning > Staffing Requirements option.

Benefits of Weekly Staffing Requirements

• Better Planning: Gain long-term visibility into staffing needs to optimize resource allocation.
• Improved Accuracy: Use ABM forecasts to ensure precise predictions aligned with your operational goals.
• Operational Flexibility: Explore and model different scenarios to adapt to changing business demands.
• Streamlined Management: Export data and integrate it into broader planning processes with ease.

How to Access Weekly Staffing Requirements

1. Go to Admin > Workforce Management > Staffing Requirements in Genesys Cloud CX.
2. Generate staffing requirements using the ABM forecast for your planning groups.
3. Adjust shrinkage and FTE settings to analyze different scenarios.
4. Export the data for deeper analysis or integration into other planning tools.

License Requirements

This feature is available with the following licenses:

• Genesys Cloud 1 WEM Add-on II
• Genesys Cloud 2 WEM Add-on I
• Genesys Cloud 3 / Genesys Cloud 3 Digital

Additional Resources

• Navigate the Staffing Requirements Page
• Why Are Staffing Requirements Higher or Lower Than Expected?
• Review Scheduled, Required, and Performance Results
• Manage Staffing Groups

This feature is designed to empower administrators with actionable insights for long-term workforce management.

Let us know how you're using Weekly Staffing Requirements or ask any questions in the comments below!

To add a little bit of Fun and Knowledge, each day we will showcase a Christmas Traditions from around the World🎄

Today

Portugal and Brazil

Brazilian and Portuguese families come together on Christmas Eve to eat dinner as late as 10 p.m. Then, at exactly midnight, they exchange gifts, toasts, and wish each other a Merry Christmas. Midnight mass, Missa Do Galo (Rooster Mass), is a chance to meet up with neighbors and extended family to wish them well for the holiday season. The service is often followed by fireworks in the town square.

Happy Holidays

We would like to take this opportunity to wish you, your famiy and friends are Very Merry Christmas and all the best for 2025

We look forward to having you along for the ride next year, in the meantime, rest, relax and recharge!