Workforce Engagement Management

Enhancements to Capacity Planning Flexibility & Forecasting Horizon 🚀Enhancements to Capacity Planning Flexibility & Forecasting Horizon We're rolling out several enhancements to Capacity Planning and Staffing Configuration designed to ...

AI is reshaping how work gets done; but most organizations are still operating with fragmented processes across quality, workforce management, and analytics. Join our 3-part advisory series focused on one shift: From manual operations to ...

Hello! I'd like to start a discussion about best practices when dealing with agents who have secondary skills. For example, when you have bullsey routing in a queue, where you have agents that don't prioritize serving that queue (meaning you ...

It's a good release! ------------------------------ Karine Alves Project manager ------------------------------

Hi Phil, Home will have a new URL (directory/#/home vs directory/#/activity/overview) in the directory, so your bookmarks will not redirect to the home page. However, any bookmarks to the tabs like schedule, insights, scorecard, leaderboards, schedule ...

We're excited to announce an upcoming update to the en-IN transcription model. This update introduces an improved model, delivering a step forward in accuracy and consistency for voice interactions. There's no extra cost involved, and no configuration ...

Hi Maico, In my experience, gamification worked best when it focused on self‑improvement and collaboration , not pure competition. The most effective approach was using team-based, short-term goals combined with "Me vs Me" metrics, where agents ...

Hi James, We treat optional days as "working", which will lead to an overestimation of the amount of time requested. We correct the overestimation in schedule generation/publishing using the paid hours (and times coming in June/July 2026) from the ...