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Our WEM Top 5 Favorite Features - share your thoughts?

  • 1.  Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-10-2022 12:32
    Edited by Tracy Vickers 08-24-2022 07:18

    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!


    #GenesysCloudCX
    #WorkforceEngagementManagement

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    Tracy
    Genesys
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  • 2.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-14-2022 18:30
    Edited by Guidosteen Anthony 08-14-2022 18:31
    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

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    Anthony Guidosteen
    City of Gold Coast
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  • 3.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-15-2022 06:24
    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!
    Happy Season 9 GIF by The Office


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    Tracy
    Genesys
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  • 4.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-15-2022 18:09
    Our office party is coffee and cake we might have to step it up next time for the next big feature!!

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    AnthonyGuidosteen
    City of Gold Coast
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  • 5.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-16-2022 04:34
    That's what I like to hear :-)

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    Tracy
    Genesys
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  • 6.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-15-2022 17:56
    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

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    Janelle Lopez
    The Chamberlain Group, Inc.
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  • 7.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-15-2022 18:13
    Edited by Guidosteen Anthony 08-15-2022 18:16
    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?

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    Anthony Guidosteen
    City of Gold Coast
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  • 8.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-15-2022 18:15
    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

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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  • 9.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-15-2022 18:18
    Thanks Cameron, can't wait!
    Plus will save storage space :)

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    AnthonyGuidosteen
    City of Gold Coast
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  • 10.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-16-2022 04:36
    Hey Janelle,

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

    Let us know how it goes :-)

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    Tracy
    Genesys
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  • 11.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-16-2022 08:43
    Edited by Cherri Lindquist 08-16-2022 08:43
    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.

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    Cherri Lindquist
    Company Nurse
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  • 12.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-16-2022 09:41
    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 :-)

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    Tracy
    Genesys
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