Workforce Engagement Management

Genesys Workforce Engagement Management releases a lot of powerful features throughout the year that help to keep your call centers running at their best.
But, out of all these releases, FIVE really stood out to us as game changers!
Want to know which ones we chose?
Then watch the video to see if we picked one of your favorites!

We realize our choice may not be yours 😐 so let us know, reply to this discussion - which feature is your favorite and why, did we miss yours? If you do, there's something special in it for you...
Anyone joining the conversation by the end of August gets the chance to win a pick from the prize wall - don't miss out!


#Genesys Cloud CX
#Workforce Engagement Management

------------------------------
Tracy
Genesys
------------------------------

Hi Tracy

Our team was super excited when forecast modifications increased from 50 to 200!

As we are new to Genesys Cloud we don't have much historic data and the data we do have is affected by COVID impacts so this was really important to us as we need to make several manual modifications. We had a party to celebrate when the increase happened so that's how wonderful it was for us! :) 

Thanks,
Anthony

------------------------------
Anthony Guidosteen
City of Gold Coast
------------------------------

Hey Anthony,

Good to hear from you - I totally agree such a good feature :-) 

Party! Great idea - we need pictures for the next impactful release!


------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-14-2022 18:30
From: Anthony Guidosteen
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hi Tracy

Our team was super excited when forecast modifications increased from 50 to 200!

As we are new to Genesys Cloud we don't have much historic data and the data we do have is affected by COVID impacts so this was really important to us as we need to make several manual modifications. We had a party to celebrate when the increase happened so that's how wonderful it was for us! :)

Thanks,
Anthony

------------------------------
Anthony Guidosteen
City of Gold Coast
------------------------------

Our office party is coffee and cake we might have to step it up next time for the next big feature!!

------------------------------
AnthonyGuidosteen
City of Gold Coast
------------------------------

Original Message:
Sent: 08-15-2022 06:24
From: Tracy Vickers
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hey Anthony,

Good to hear from you - I totally agree such a good feature :-)

Party! Great idea - we need pictures for the next impactful release!

------------------------------
Tracy
Genesys
------------------------------


Original Message:
Sent: 08-14-2022 18:30
From: Anthony Guidosteen
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hi Tracy

Our team was super excited when forecast modifications increased from 50 to 200!

As we are new to Genesys Cloud we don't have much historic data and the data we do have is affected by COVID impacts so this was really important to us as we need to make several manual modifications. We had a party to celebrate when the increase happened so that's how wonderful it was for us! :)

Thanks,
Anthony

------------------------------
Anthony Guidosteen
City of Gold Coast

That's what I like to hear :-)

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-15-2022 18:08
From: Anthony Guidosteen
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Our office party is coffee and cake we might have to step it up next time for the next big feature!!

------------------------------
AnthonyGuidosteen
City of Gold Coast
------------------------------


Original Message:
Sent: 08-15-2022 06:24
From: Tracy Vickers
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hey Anthony,

Good to hear from you - I totally agree such a good feature :-)

Party! Great idea - we need pictures for the next impactful release!

------------------------------
Tracy
Genesys


Original Message:
Sent: 08-14-2022 18:30
From: Anthony Guidosteen
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hi Tracy

Our team was super excited when forecast modifications increased from 50 to 200!

As we are new to Genesys Cloud we don't have much historic data and the data we do have is affected by COVID impacts so this was really important to us as we need to make several manual modifications. We had a party to celebrate when the increase happened so that's how wonderful it was for us! :)

Thanks,
Anthony

------------------------------
Anthony Guidosteen
City of Gold Coast

Topics Trend Views!!!  I am so glad to see something new available for Topics and had no idea about this until I watched the Top 5 video. I remain hopeful for some other voted ideas for Topics find their way to being a New Feature soon as well!   I am on my way to check out the Topics Trend View now!
Thank you, 
Janelle Lopez
Chamberlain Group

------------------------------
Janelle Lopez
The Chamberlain Group, Inc.
------------------------------

We love the idea of topic trends and can't wait to start using it!

Our issue is our IVR and messages on hold are included in the topic trends currently so they change the data.

Once the roadmap item is delivered to not record the call from very start and only once an Agent joins the call hopefully we can then start to use topics.

I'm not sure who I can follow up with on when the call recording change is going to take place?

------------------------------
Anthony Guidosteen
City of Gold Coast
------------------------------

Original Message:
Sent: 08-15-2022 17:56
From: Janelle Lopez
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Topics Trend Views!!!  I am so glad to see something new available for Topics and had no idea about this until I watched the Top 5 video. I remain hopeful for some other voted ideas for Topics find their way to being a New Feature soon as well!   I am on my way to check out the Topics Trend View now!
Thank you,
Janelle Lopez
Chamberlain Group

------------------------------
Janelle Lopez
The Chamberlain Group, Inc.
------------------------------

We can say the early work for this feature is underway Anthony, no delivery date just yet but wanted to keep you updated on progress. 

Cheers

------------------------------
Cameron Smith
VP, Product Management - Workforce Engagement Management
------------------------------

Original Message:
Sent: 08-15-2022 18:12
From: Anthony Guidosteen
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

We love the idea of topic trends and can't wait to start using it! Our issue is our IVR and messages on hold are included in the topic trends currently so they change the data. Once the roadmap item to not record the call from very start and only once an Agent joins the call I really hope we can then start to use topics. I'm not sure who I can follow up with on when they call recording change is going to take place.

------------------------------
AnthonyGuidosteen
City of Gold Coast
------------------------------


Original Message:
Sent: 08-15-2022 17:56
From: Janelle Lopez
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Topics Trend Views!!!  I am so glad to see something new available for Topics and had no idea about this until I watched the Top 5 video. I remain hopeful for some other voted ideas for Topics find their way to being a New Feature soon as well!   I am on my way to check out the Topics Trend View now!
Thank you,
Janelle Lopez
Chamberlain Group

------------------------------
Janelle Lopez
The Chamberlain Group, Inc.

Thanks Cameron, can't wait!
Plus will save storage space :)

------------------------------
AnthonyGuidosteen
City of Gold Coast
------------------------------

Original Message:
Sent: 08-15-2022 18:15
From: Cameron Smith
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

We can say the early work for this feature is underway Anthony, no delivery date just yet but wanted to keep you updated on progress.

Cheers

------------------------------
Cameron Smith
VP, Product Management - Workforce Engagement Management
------------------------------


Original Message:
Sent: 08-15-2022 18:12
From: Anthony Guidosteen
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

We love the idea of topic trends and can't wait to start using it! Our issue is our IVR and messages on hold are included in the topic trends currently so they change the data. Once the roadmap item to not record the call from very start and only once an Agent joins the call I really hope we can then start to use topics. I'm not sure who I can follow up with on when they call recording change is going to take place.

------------------------------
AnthonyGuidosteen
City of Gold Coast


Original Message:
Sent: 08-15-2022 17:56
From: Janelle Lopez
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Topics Trend Views!!!  I am so glad to see something new available for Topics and had no idea about this until I watched the Top 5 video. I remain hopeful for some other voted ideas for Topics find their way to being a New Feature soon as well!   I am on my way to check out the Topics Trend View now!
Thank you,
Janelle Lopez
Chamberlain Group

------------------------------
Janelle Lopez
The Chamberlain Group, Inc.

Hey Janelle,

Excellent - glad to see our little video brought it to your attention.

Let us know how it goes :-)

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-15-2022 17:56
From: Janelle Lopez
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Topics Trend Views!!!  I am so glad to see something new available for Topics and had no idea about this until I watched the Top 5 video. I remain hopeful for some other voted ideas for Topics find their way to being a New Feature soon as well!   I am on my way to check out the Topics Trend View now!
Thank you,
Janelle Lopez
Chamberlain Group

------------------------------
Janelle Lopez
The Chamberlain Group, Inc.
------------------------------

My biggest request for years has been make learning about new features easier and all in one spot! How did I not know the library had been re-worked?? I am going to go dive in there today- Hope there are some quick tutorials for all the things I don't know or aren't doing the most efficient way possible.. I also somehow missed viewing the agent activity widget update as an admin..... Gosh Cherri get it together!

Unfortunately, my team hasn't been able to see the benefits of scheduling coaching due to a glitch somewhere (don't worry the Genesys team has been working on this).

So that being said, my favorite after MUCH thought, I would say my favorite is the automatic best method selection forecast with the ability to make adjustments either by the week or the day for expected increase/decrease in volume is working well! This saves us from having to import our own forecast.

------------------------------
Cherri Lindquist
Company Nurse
------------------------------

Hi Cherri,

I hope you find some useful information in the library - we are always adding to it and any feedback of what you would like to see is greatly appreciated.

Here's hoping you get to enjoy the schedule coaching soon - it is a really useful addition.

Thats great to hear, I come from the world of Excel and then Genesys Engage WFM and I also love the automatic best method for forecasting in GC, its really quick!!

Hope to hear from you soon about the Library :-)

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-16-2022 08:43
From: Cherri Lindquist
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

My biggest request for years has been make learning about new features easier and all in one spot! How did I not know the library had been re-worked?? I am going to go dive in there today- Hope there are some quick tutorials for all the things I don't know or aren't doing the most efficient way possible.. I also somehow missed viewing the agent activity widget update as an admin..... Gosh Cherri get it together!

Unfortunately, my team hasn't been able to see the benefits of scheduling coaching due to a glitch somewhere (don't worry the Genesys team has been working on this).

So that being said, my favorite after MUCH thought, I would say my favorite is the automatic best method selection forecast with the ability to make adjustments either by the week or the day for expected increase/decrease in volume is working well! This saves us from having to import our own forecast.

------------------------------
Cherri Lindquist
Company Nurse
------------------------------

Hi Cherri

Thanks for your post.

I just wanted to follow up on the Coaching issue you're having, is this working as expected now?

If you're still struggling with it please let me know so we can investigate further. I'd really like to get it working for you!

Please reach out if you'd like and we can get it sorted

Thanks

------------------------------
Andrew Boland
Genesys - Employees
------------------------------

Original Message:
Sent: 08-16-2022 08:43
From: Cherri Lindquist
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

My biggest request for years has been make learning about new features easier and all in one spot! How did I not know the library had been re-worked?? I am going to go dive in there today- Hope there are some quick tutorials for all the things I don't know or aren't doing the most efficient way possible.. I also somehow missed viewing the agent activity widget update as an admin..... Gosh Cherri get it together!

Unfortunately, my team hasn't been able to see the benefits of scheduling coaching due to a glitch somewhere (don't worry the Genesys team has been working on this).

So that being said, my favorite after MUCH thought, I would say my favorite is the automatic best method selection forecast with the ability to make adjustments either by the week or the day for expected increase/decrease in volume is working well! This saves us from having to import our own forecast.

------------------------------
Cherri Lindquist
Company Nurse
------------------------------

Good Morning Andrew-
Unfortunately, it is still not working for 3 on my team. We do have a ticket escalated within Genesys so the team is working on it. I would love extra eyes on it though!

------------------------------
Cherri Lindquist
Company Nurse
------------------------------

Original Message:
Sent: 08-22-2022 04:49
From: Andrew Boland
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hi Cherri

Thanks for your post.

I just wanted to follow up on the Coaching issue you're having, is this working as expected now?

If you're still struggling with it please let me know so we can investigate further. I'd really like to get it working for you!

Please reach out if you'd like and we can get it sorted

Thanks

------------------------------
Andrew Boland
Genesys - Employees
------------------------------


Original Message:
Sent: 08-16-2022 08:43
From: Cherri Lindquist
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

My biggest request for years has been make learning about new features easier and all in one spot! How did I not know the library had been re-worked?? I am going to go dive in there today- Hope there are some quick tutorials for all the things I don't know or aren't doing the most efficient way possible.. I also somehow missed viewing the agent activity widget update as an admin..... Gosh Cherri get it together!

Unfortunately, my team hasn't been able to see the benefits of scheduling coaching due to a glitch somewhere (don't worry the Genesys team has been working on this).

So that being said, my favorite after MUCH thought, I would say my favorite is the automatic best method selection forecast with the ability to make adjustments either by the week or the day for expected increase/decrease in volume is working well! This saves us from having to import our own forecast.

------------------------------
Cherri Lindquist
Company Nurse

Well...I'm not eligible for the prize wall, but because I deal so much with agent requirements I love the Schedule tab feature.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
------------------------------

Hi George,

Good to hear from you and we totally value your input :-)​

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-19-2022 10:46
From: George Ganahl
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Well...I'm not eligible for the prize wall, but because I deal so much with agent requirements I love the Schedule tab feature.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
------------------------------

Nice selection but gamification tops my list by giving agents clear expectations, real-time performance, peer pressure, and incentives to better themselves.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Hi Robert,

Great to point out - Gamification is a great feature to engage and motivate employees whilst making it fun and interactive!

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-19-2022 19:45
From: Robert Wakefield-Carl
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Nice selection but gamification tops my list by giving agents clear expectations, real-time performance, peer pressure, and incentives to better themselves.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Hi there - We haven't migrated to Genesys Cloud CX, yet... But I've started my learning journey and my favorite is the Community's Revamped Library!

------------------------------
Raymond Hicks
Sutter Health
------------------------------

Hi Raymond,

Loving you choice 😊

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-22-2022 15:45
From: Raymond Hicks
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hi there - We haven't migrated to Genesys Cloud CX, yet... But I've started my learning journey and my favorite is the Community's Revamped Library!

------------------------------
Raymond Hicks
Sutter Health
------------------------------

I agree, the library is a HUGE improvement! After yesterday WEM Webinar, I did a deep dive and watched every single video in it!

------------------------------
Cherri Lindquist
Company Nurse
------------------------------

Original Message:
Sent: 08-22-2022 15:45
From: Raymond Hicks
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hi there - We haven't migrated to Genesys Cloud CX, yet... But I've started my learning journey and my favorite is the Community's Revamped Library!

------------------------------
Raymond Hicks
Sutter Health
------------------------------

Hey Cherri,

That's great - so glad you've found the library useful :-)

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-24-2022 09:08
From: Cherri Lindquist
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

I agree, the library is a HUGE improvement! After yesterday WEM Webinar, I did a deep dive and watched every single video in it!

------------------------------
Cherri Lindquist
Company Nurse
------------------------------


Original Message:
Sent: 08-22-2022 15:45
From: Raymond Hicks
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hi there - We haven't migrated to Genesys Cloud CX, yet... But I've started my learning journey and my favorite is the Community's Revamped Library!

------------------------------
Raymond Hicks
Sutter Health

Trending Topics is such a powerful insight. That has to be my favourite new feature. :)

------------------------------
Gavin Neal
Genesys - Employees
------------------------------

Agree with you there, Gavin 😀

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-23-2022 19:55
From: Gavin Neal
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Trending Topics is such a powerful insight. That has to be my favourite new feature. :)

------------------------------
Gavin Neal
Genesys - Employees
------------------------------

I haven't had a chance to start using trending topics. After yesterday's WEM Webinar, I put that on my list of 'need to learn more about' especially with the future of some automation for quality analysis! I think we can identify a lot of areas of opportunity by utilizing this.

------------------------------
Cherri Lindquist
Company Nurse
------------------------------

Original Message:
Sent: 08-23-2022 19:55
From: Gavin Neal
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Trending Topics is such a powerful insight. That has to be my favourite new feature. :)

------------------------------
Gavin Neal
Genesys - Employees
------------------------------

Hey Everyone,

Yes, we have extended the deadline for you to participate due to some of the fantastic responses we want more - let us know your thoughts on the Top 5, do you agree or not!!

What is your favorite and why??

The prize winner will be randomly selected on the 9th September where ONE LUCKY WINNER will get to pick a prize off the epic Prize Wall! - you've got to be in it, to win it!


------------------------------
Tracy
Genesys
------------------------------

Great video, my favorite is the revamp of the library.  This is super helpful for those quick searches and showcasing of top items...THANKS!!!

------------------------------
Katie Ladell
Genesys - Employees
------------------------------

Hi Katie,

That's great to hear, we love feedback about the community  😀

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-26-2022 00:08
From: Katie Ladell
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Great video, my favorite is the revamp of the library.  This is super helpful for those quick searches and showcasing of top items...THANKS!!!

------------------------------
Katie Ladell
Genesys - Employees
------------------------------

Hi! the COACHING SCHEDULER it`s the best for me and had no idea about this until I watched the video

Thank you!

------------------------------
CLAUDIA PENA
Konecta Gestión Integral de Procesos SL
------------------------------

Hi Claudia,

Your reply was great to read - we know we are doing the right thing when we receive comments like yours  😀

Thank you

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-26-2022 03:33
From: CLAUDIA PENA
Subject: Our WEM Top 5 Favorite Features - share your thoughts?

Hi! the COACHING SCHEDULER it`s the best for me and had no idea about this until I watched the video

Thank you!

------------------------------
CLAUDIA PENA
Konecta Gestión Integral de Procesos SL
------------------------------