Workforce Engagement Management

Hello Community members, This week we're excited to introduce Opportunities , a powerful new capability in Workforce Management that gives schedulers a structured and scalable way to offer additional work to agents. Opportunities allows you ...

Coming soon Work Plan Bid Schedule Bid Enhancements Due for release in June are the latest enhancements to our Schedule Bidding features. These are the functional and UI changes you can expect to see in the coming release: Rebranding of Work ...

05/06/2026 - UPDATE - Great news! We have a new date: we are targeting May 25th as the general availability (GA) date, and it will roll out throughout the week to all regions, per the typical Genesys Cloud release schedule. 05/04/2026 - UPDATE ...

Hello Dmitriy, I agree that an operation needs to have its call center planned effectively, and that's precisely where WFM support comes in for various scenarios. Since it's not common to plan a contact center based on peak demand, opting for these ...

Hi Letícia, I haven't worked with Staffing Groups in practice yet, but I'm currently studying for the Genesys Cloud WFM certification, and this is a topic I've been trying to understand better. From my current understanding, Staffing Groups should ...

Thank you David for your feedback! I will forward this to out IT department. ------------------------------ Roxanne Tieman Supervisor, Claims Call Center ------------------------------

Hi Robert Thanks for your questions, please find answers below: Will this reference work plan constraints? - AB: In this release no. There is no constraint with the amount of opportunities and Agent can pick up. We do plan to link to Work Plans ...

Hi Madicken, I've run into a very similar limitation while working with AI Scoring. From what I've seen, fully automated AI-scored evaluations are still not reflected in the same way as traditional evaluator scores in the agent evaluation reporting ...