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Michele Fisher

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RE: Beta Announcement: Email Notifications Via Architect

Posted By Michele Fisher 08-03-2023 11:35
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hi Keng, This is planned to be GA in mid-September (Sept 13th). Thanks! Michele ------------------------------ Michele Fisher Genesys - Employees WEM Product Management ------------------------------

Beta Announcement: Email Notifications Via Architect

Posted By Michele Fisher 06-16-2023 17:09
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
The Genesys Quality Management team is pleased to announce that it is now recruiting candidates who are interested in using our new "send email notification" workflow block in Architect. This feature allows users to send email notifications as part of a workflow. To use this feature, access the Architect ...

RE: Sending surveys on calls without recording

Posted By Michele Fisher 04-18-2023 13:40
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jonas, Thank you for reaching out and for voting on the Idea within our Ideas Lab. We realize this is a gap, but we are currently working on other priorities and this isn't on our immediate roadmap. As resources free up, status updates will be posted to the Idea. Thank you so much!! ...

RE: Post Call Surveys

Posted By Michele Fisher 04-18-2023 13:35
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Nicki, Currently we do not support this capability and we don't yet have a date as to when we will. We do realize it is an important feature and there are quite a few votes for it within the Ideas lab. The idea number is WEM-I-764 if you'd like to vote on it and/or add in your specific use case. ...

RE: Agent Alerting (Activity Reminders)

Posted By Michele Fisher 02-22-2023 14:49
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jacqueline, I am not aware of any current roadmap plans for this, however I'm copying in @Christopher Johnson who manages the resource management PM team (I have since moved on to a different role). Have you checked the ideas lab? We always encourage customers to submit requests such as ...

RE: Feedback on Adherence View

Posted By Michele Fisher 04-28-2021 10:50
Found In Egroup: Workforce Engagement Management \ view thread
Hi Zoe, Thanks for your response! This is just for Genesys Cloud WFM, but we're happy to speak to anyone that has opinions on what an ideal adherence view would look like. Thanks, Michele ------------------------------ Michele Fisher Director, Product Management ----------------------- ...

Feedback on Adherence View

Posted By Michele Fisher 04-12-2021 11:23
Found In Egroup: Workforce Engagement Management \ view thread
Calling all WFMers! We're looking for some feedback on the Genesys Cloud real-time adherence view. Your feedback will help shape future enhancements to make this view more useful and easier to navigate. If you'd be available for a 30 minutes call please do connect! Ideally we would interview planners ...

RE: Genesys Cloud WFM Time-off Auto Approval

Posted By Michele Fisher 03-23-2021 12:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Rahul, The ability to set time off limits at the management unit level and have auto approval rules based on those limits is targeted for delivery at the end of October, 2021. ------------------------------ Michele Fisher Genesys - Employees Director, Product Management ---------------- ...

RE: Agent Alerting (Activity Reminders)

Posted By Michele Fisher 09-23-2020 16:01
Found In Egroup: Workforce Engagement Management \ view thread
Hi Zoe, The above discussion regarding agent activity alerting was for the Genesys Cloud platform. WFM Web is a Genesys Engage product and we have no plans to re-evaluate agent notifications at this time. Kind regards, Michele ------------------------------ Michele Fisher Genesys - Employees ...

WFM and Outbound

Posted By Michele Fisher 08-31-2020 16:55
Found In Egroup: Workforce Engagement Management \ view thread
If you are using WFM and Outbound, we sure would like to hear from you!!! We are interested learning more about what outcomes you'd like to solve for when forecasting and scheduling outbound interactions. Please provide your feedback here in terms of problems you'd like solved, desired outcomes, use ...

RE: Time off planning

Posted By Michele Fisher 07-15-2020 15:34
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Darren, As you can imagine delivering Time Off Planning and Automation is a massive development effort. We have broken this down into multiple deliverables. The first phase is providing the ability to set a capacity of how many hours people can request per management unit per day and auto approval ...

RE: Queues, Scheduling, and Meetings, Oh My!

Posted By Michele Fisher 05-28-2020 13:27
Found In Egroup: Workforce Engagement Management \ view thread
Hi Kaylee, Thank you so much for your use case! Yes, that is definitely something we have on our roadmap. Once we have dates, I'll post an update. Thanks! ------------------------------ Michele Fisher Genesys - Employees Director, Product Management ------------------------------

RE: PureConnect as SSO Provider for GC

Posted By Michele Fisher 05-28-2020 13:16
Found In Egroup: Workforce Engagement Management \ view thread
Hi Trent, We have no plans to add or enhance Genesys Cloud/Connect microservices moving forward. Please stay tuned for further announcements later this year. Kind regards, Michele ------------------------------ Michele Fisher Genesys - Employees Director, Product Management ----------- ...

RE: Queues, Scheduling, and Meetings, Oh My!

Posted By Michele Fisher 05-28-2020 13:07
Found In Egroup: Workforce Engagement Management \ view thread
Hi Kaylee, How do you use a queue with only outgoing call data to show demand and staffing needs? MF: We don't currently support outbound natively, but is something we have on our radar. Can the entire team's schedule be viewed as an agent? I know they can see their shift, but is the full ...

RE: Optimizer Scalability when utilizing AI Forecasting/Scheduling

Posted By Michele Fisher 05-28-2020 12:57
Found In Egroup: Workforce Engagement Management \ view thread
Hi Trent, Using forecasting/scheduling in Genesys Cloud has no impact on the current scalability limitations in Connect. Kind regards, Michele ------------------------------ Michele Fisher Genesys - Employees Director, Product Management ------------------------------

RE: AI Forecasting/Scheduling withing PureConnect

Posted By Michele Fisher 05-28-2020 12:55
Found In Egroup: Workforce Engagement Management \ view thread
Hi Trent, We don't have any current plans to enhance what is there, but stay tuned for further announcements later this year that may address some of this. Kind regards, Michele ------------------------------ Michele Fisher Genesys - Employees Director, Product Management ------------- ...

RE: Agent Alerting (Activity Reminders)

Posted By Michele Fisher 05-28-2020 12:38
Found In Egroup: Workforce Engagement Management \ view thread
Hi Everyone, We are currently looking at WEM notifications in general and more specifically, agent schedule/adherence notifications. We are not in a place yet to share what exactly we will be delivering, but the ability for agents to have more say in how alerts work for them is on the short list of ...

RE: AMA Ice Breaker - What Drive-In Movie Would You Most Want to See?

Posted By Michele Fisher 05-28-2020 12:28
Found In Egroup: Workforce Engagement Management \ view thread
Depends who I'm there with... ------------------------------ Michele Fisher Genesys - Employees Director, Product Management ------------------------------

RE: Release for premise

Posted By Michele Fisher 05-28-2020 11:56
Found In Egroup: Workforce Engagement Management \ view thread
Hi Hugo, Thanks for your question. We will continue to release on the 852 code stream for Engage WFM for the time being. Kind regards, Michele ------------------------------ Michele Fisher Genesys - Employees Director, Product Management ------------------------------

RE: WFM AMA Now Closed - Thank you everyone who sent in questions!

Posted By Michele Fisher 05-27-2020 10:00
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Lakshmi Gopireddy, Can you help me understand what you mean by "WFA"? Thanks! ------------------------------ Michele Fisher Genesys - Employees Director, Product Management ------------------------------