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Heather Henderson

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RE: Intraday Service Level Prediction in Genesys

Posted By Heather Henderson 04-01-2026 04:48
Found In Egroup: Workforce Engagement Management \ view thread
In my experience, the answer to both your questions is yes. The Service Level is calculated per interval and for the day overall, and the changes you mention should automatically update this. Some exceptions to consider is if you have changed the forecast or shrinkage - you would need to recalculate ...

RE: How does WFM handle the new Case Management feature?

Posted By Heather Henderson 03-30-2026 05:42
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Paul. I think the part I need to understand more, is the process of how it 'becomes' a workitem. If a customer contacts us with multiple queries, is an agent required to manually create a workitem for each query in order to get it to the 'right' queue? And should the customer expect multiple responses ...

How does WFM handle the new Case Management feature?

Posted By Heather Henderson 03-25-2026 09:17
Found In Egroup: Workforce Engagement Management \ view thread
Hi. I am trying to understand if and how WFM will handle the Case Management feature that has been released this week, and hoping someone can help clarify. Is my understanding correct - that a customer would contact us by any channel, with multiple enquiries, and we would 'create' a workitem from ...

RE: Quality Evaluations - Submit 'Never' option

Posted By Heather Henderson 02-12-2026 09:54
Found In Egroup: Workforce Engagement Management \ view thread
This is good to know. Can you clarify also - if the release is Never - will the score be excluded from the overall scoring for the agent too? ------------------------------ Heather Henderson ------------------------------

RE: Now available: Quality Evaluation Question-level APIs

Posted By Heather Henderson 01-23-2026 03:13
Found In Egroup: Workforce Engagement Management \ view thread
I am also unable to find an API requesting this level of information, and can only see POST /api/v2/analytics/evaluations/aggregates/query which does not provide the level of information this release provides. I had hoped it would be available this morning, and was perhaps just delayed but I am still ...

How does AI link into Dictionary Management?

Posted By Heather Henderson 01-20-2026 11:23
Found In Egroup: Workforce Engagement Management \ view thread
I wonder if anyone has any experience in AI scoring who can please offer advice on this? We have the ability to 'train' our transcription to identify words in transcription and improve how it transcribes. Can anyone tell me if this is picked up in AI scoring? In a very simple example, if a local dialect ...

Unique ID when renaming objects

Posted By Heather Henderson 01-15-2026 03:28
Found In Egroup: Workforce Engagement Management \ view thread
I am looking to understand a bit of logic, and hoping someone can help me please? When I rename a queue, the ID does not change. This means when using APIs for reporting purposes our data and reporting does not change. However, when I rename an evaluation form (no other changes), the ID changes, ...

The number of questions supported by AI scoring

Posted By Heather Henderson 12-29-2025 06:51
Found In Egroup: Workforce Engagement Management \ view thread
I wonder if anyone from Genesys can tell me if there are any plans to increase the maximum number of AI questions supported in an evaluation form from 20? The increase from 15 to 20 is helpful but still not enough to meet our client's requirement for more. I can't see anything on the roadmap or ideas ...

RE: Feedback Request: Improving How Selected Activities Display in the Schedule Editor (as part of upcoming Activity Color Customization)

Posted By Heather Henderson 12-17-2025 03:38
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jodi. I would love to see the cap increased too, but I am wondering why each agent needs their own activity plan for this? Could you set up an activity plan per coach, as individual sessions with the coach as a facilitator? Or perhaps each agent has their specified slot - can they be added into the ...

RE: Automatic Best Method

Posted By Heather Henderson 12-16-2025 03:06
Found In Egroup: Workforce Engagement Management \ view thread
Hi Cory ABM forecasting looks at all of the available historical data - in the Cloud as well as any historical data you have imported. 6 weeks applies to weighted historical data, but even then, you can choose which weeks - it doesn't have to be the previous 6 only. This article is really useful ...

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Heather Henderson 11-20-2025 08:05
Found In Egroup: Workforce Engagement Management \ view thread
I am also using the London region, and did not see this yesterday, but it is available today. Hope you can see it now too. ------------------------------ Heather Henderson ------------------------------

RE: Development and Feedback detailed reporting

Posted By Heather Henderson 11-18-2025 02:45
Found In Egroup: Genesys Cloud - Main \ view thread
If you mean questions from assessments in the learning modules, then no, not as far as I am aware, but I imagine the work involved to get this will be similar to the quality idea mentioned and perhaps it is upcoming? I don't recall seeing a separate idea for this one, but it would be great if someone ...

RE: Feedback Wanted: Your Experience with Virtual Supervisor (AI Scoring)

Posted By Heather Henderson 11-10-2025 03:25
Found In Egroup: Workforce Engagement Management \ view thread
Hi. One of our customers has spent quite a lot of time refining the question wording in order to get what it needs from this, but with patience and experience in adjusting the prompt, they are getting there. One issue encountered was that the AI scoring cannot differentiate between the ACD messaging ...

RE: New Feature: Activity Code Mapping Enhancements

Posted By Heather Henderson 11-05-2025 02:59
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Shannon Hellner One use I have seen already in place is where agents don't sign in for training. There is a specific offline training activity code they have created. ------------------------------ Heather Henderson ------------------------------

RE: New Feature: Activity Code Mapping Enhancements

Posted By Heather Henderson 10-24-2025 03:22
Found In Egroup: Workforce Engagement Management \ view thread
If it helps, the secondary status mapping was available in my region on Wednesday (as expected), but the ignore for adherence element did not appear until Thursday. ------------------------------ Heather Henderson ------------------------------

RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

Posted By Heather Henderson 10-23-2025 08:05
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Eric Hagaman Can I clarify what you are saying here about flexible breaks and lunches please? If we want an agent to be working on a defined activity code for the full day, linked to a specified planning group, we would need to create a new shift for each possible shift variation? Is that right? ...

RE: How we can configure the evaluation so that completed evaluation forms are sent to managers (supervisors) before being released to agents.

Posted By Heather Henderson 10-17-2025 02:56
Found In Egroup: Workforce Engagement Management \ view thread
Could you use the Assign option before submitting? If you assign to the supervisor for example, you might save and release once they have reviewed? Or delay the release for one week later to give them time to review before the release? Or perhaps they can review and release? ------------------------------ ...

RE: AI scoring includes ACD messaging in its evaluation of the question prompt.

Posted By Heather Henderson 08-19-2025 03:00
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Mark, we had already considered this, but it is very frustrating that the script recognises that it isn't the agent speaking, yet AI scoring does not. And the workaround suggested involves config change across all queues in order to get this to perform as we would expect. ---------- ...

RE: What's the purpose of service goal templates?

Posted By Heather Henderson 08-15-2025 04:26
Found In Egroup: Workforce Engagement Management \ view thread
Your service goal template determines the level of performance you are aiming to achieve. When the platform reviews your forecast and your resource, it will calculate how many skilled agents you require to meet that goal. Manually adding your forecast shouldn't impact. What are you seeing that is making ...

AI scoring includes ACD messaging in its evaluation of the question prompt.

Posted By Heather Henderson 08-13-2025 06:13
Found In Egroup: Workforce Engagement Management \ view thread
Hi. Upon reviewing the AI scoring functionality, we are finding that ACD messaging is being included in the AI evaluation response. The transcription clearly understands it is not the agent speaking and that it is ACD, evidenced by the icons. However when the customer is thanked for holding before ...