Workforce Engagement Management

Do we know what region this will start first on? 

We are excited to announce the updates mentioned above for the Workforce Management (WFM) agent UI's. These updates aim to provide a more intuitive, accessible, and consistent user experience across the platform.

The upcoming enhancements focus on improving usability and accessibility within the WFM modules. Key updates include:

• Enhanced Visual Contrast: Improved background colors and text visibility to aid readability.

For example, in the shift trade panel, the borders of clickable shifts and trades are now in a darker grey.

Previous UI

Updated UI

• Emphasis on Critical Information: Use of bold fonts and brighter colors for important statuses like "Out of Adherence."
• Improved Button Visibility: Clearer and more distinguishable buttons for better navigation.

Example: the "View dates on schedule," is now more apparent.

Previous UI

Updated UI

• Refined Control Presentation: More intuitive layout of controls, such as distinct buttons for Day/Week/Month views in the schedule view and time off requests are now shown in tiles similar to shift trades.

Previous Time off Request Panel

 Updated Time off Request Panel

• Better Visual Cues: Enhanced borders and indicators for interactive elements like shift selections in the Trade Shifts panel.

For example, you can see the multi-select drop-down date picker is now more clear when choosing a day.

Previous UI  

Updated UI                        

These changes are designed to streamline workflows and make the interface more user-friendly, without altering existing functionalities. The UI enhancements will be applied to various WFM agent screens.

The rollout of these enhancements is scheduled to begin shortly.

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Kylee Kasper, Product Manager[Designation]
Genesys - Employees
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It appears that recently there were changes made that have increased sensitivity near icons in Genesys that seem to have decreased the space around an icon that takes you to that page. Many of our agents are struggling with this as they are attempting to click on one thing but are taken elsewhere because they are not precise with where their cursor is. I'm not sure if other organizations are having issues with this, but we have gotten some negative feedback about it and wanted to share that information in case future modifications will be made to this.

Hi Laura - thanks for flagging and apologies for the delay in response.  But are you able to share some specific examples / screenshots on where this is happening/problematic? It would help us focus in on possible options for the future.

It appears that recently there were changes made that have increased sensitivity near icons in Genesys that seem to have decreased the space around an icon that takes you to that page. Many of our agents are struggling with this as they are attempting to click on one thing but are taken elsewhere because they are not precise with where their cursor is. I'm not sure if other organizations are having issues with this, but we have gotten some negative feedback about it and wanted to share that information in case future modifications will be made to this.

I've found this as well. It is most noticeable when trying to click the blue back arrow within the performance workspace views. While trying to click this arrow, I am finding that the vertical menu options (i.e. favorites, chat, etc) are selected instead.

Hi Laura - thanks for flagging and apologies for the delay in response.  But are you able to share some specific examples / screenshots on where this is happening/problematic? It would help us focus in on possible options for the future.

It appears that recently there were changes made that have increased sensitivity near icons in Genesys that seem to have decreased the space around an icon that takes you to that page. Many of our agents are struggling with this as they are attempting to click on one thing but are taken elsewhere because they are not precise with where their cursor is. I'm not sure if other organizations are having issues with this, but we have gotten some negative feedback about it and wanted to share that information in case future modifications will be made to this.

I've found this as well. It is most noticeable when trying to click the blue back arrow within the performance workspace views. While trying to click this arrow, I am finding that the vertical menu options (i.e. favorites, chat, etc) are selected instead.

Hi Laura - thanks for flagging and apologies for the delay in response.  But are you able to share some specific examples / screenshots on where this is happening/problematic? It would help us focus in on possible options for the future.

It appears that recently there were changes made that have increased sensitivity near icons in Genesys that seem to have decreased the space around an icon that takes you to that page. Many of our agents are struggling with this as they are attempting to click on one thing but are taken elsewhere because they are not precise with where their cursor is. I'm not sure if other organizations are having issues with this, but we have gotten some negative feedback about it and wanted to share that information in case future modifications will be made to this.

1. 1. Should any UI changes be annouced via the release plan, we only spotted some recently when reviewing the shift trade release and have had to ask our training department to go in and update our guides for agents on how to request shift swaps as the screen shots are out of date. I would expect a heads up in the release plan and road map for UI release as we do with the main front end for getting interactions. 
2. 2. Time-Off request calendar icons now do not load apart from on month one, we have raised this as a ticket to the customer care team but now understand why this might have happened if you are making tweaks to the UI. For example below agents now dont get the icons on any month except the first one (you can if you pick a date to book then press cancel, but this is not ideal). The system will still work as planned but is confusing for some agents. 

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Mike Morris
to be clarified
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1. 1. Should any UI changes be annouced via the release plan, we only spotted some recently when reviewing the shift trade release and have had to ask our training department to go in and update our guides for agents on how to request shift swaps as the screen shots are out of date. I would expect a heads up in the release plan and road map for UI release as we do with the main front end for getting interactions. 
2. 2. Time-Off request calendar icons now do not load apart from on month one, we have raised this as a ticket to the customer care team but now understand why this might have happened if you are making tweaks to the UI. For example below agents now dont get the icons on any month except the first one (you can if you pick a date to book then press cancel, but this is not ideal). The system will still work as planned but is confusing for some agents. 

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Mike Morris
to be clarified
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Hi Mike 

Regarding your first question, I believe the UI changes you're referring to were part of WEM-863, which was released after the original screenshots were published. From what I can confirm, the update was announced through the proper communication channels, so it's possible the notifications may have been missed on your end.

That said, we understand how impactful even minor UI changes can be for training and documentation workflows. We'll continue working to ensure such updates are surfaced more visibly in future release plans and roadmaps.

Regarding the second question on TOR, we are looking into this and my team mates will get back to you. 

1. 1. Should any UI changes be annouced via the release plan, we only spotted some recently when reviewing the shift trade release and have had to ask our training department to go in and update our guides for agents on how to request shift swaps as the screen shots are out of date. I would expect a heads up in the release plan and road map for UI release as we do with the main front end for getting interactions. 
2. 2. Time-Off request calendar icons now do not load apart from on month one, we have raised this as a ticket to the customer care team but now understand why this might have happened if you are making tweaks to the UI. For example below agents now dont get the icons on any month except the first one (you can if you pick a date to book then press cancel, but this is not ideal). The system will still work as planned but is confusing for some agents. 

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Mike Morris
to be clarified

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📢Updated Staffing Group List View

From the 10th of November, we will be rolling out updates to the Staffing Group List view page in line with updating the underlying Genesys Cloud design framework. 

As a result of this update, you will see a few minor UI changes; all functionality remains the same. 

Refresh button updated to new iconography

Customise option removed, no longer able to hide/view columns

The per-row Action button for deletions has been replaced with a standard Delete button

In table Search and Filter options have been replaced with Global Search and Filter options.