Workforce Engagement Management

Hi everyone! We're looking to connect with customers who are seeing strong results using Automated Quality Assurance (QA) and Speech & Text Analytics (STA). If you've had success and would be open to sharing best practices or having a quick conversation ...

We're excited to announce the release of Monthly View in Capacity Planning ! With this enhancement, Capacity Planners can now analyze results at both the weekly and monthly level , making it easier to align long-term staffing strategies and ...

Yes, we looked at and discussed that as being a possibility. Our understanding is that these Shift Trade settings would prevent an agent from being able to submit a trade request that violated those restrictions (such as the ' Minimum time Until ether ...

Thanks for sharing this update - really valuable enhancement. Giving agents visibility into their adherence performance directly in the Agent Overview is essential to enable true self-management of their schedule. Having clear metrics, historical ...

I am trying to find data for our Vendors agents schedule adherence over spans of time so I can establish trends or establish where the problems are. I was attempting to build a tracker in excel but the data I try and pull from Genesys isn't as in depth ...

Thanks @Phaneendra Avatapalli . That's a great workaround. I will give it a try and post how I go. ------------------------------ Dhanalakshmi Vasudevan ------------------------------

Thank you Benjamin. I had added this idea for our Genesys community to give feedback on the Ideas portal. ------------------------------ Hari Dasaratharaman Principal Product Manager ------------------------------

Hi Larissa I am Hari, PM for Survey. We have taken the idea Herrick had mentioned and have launched a way to get the web survey URL link directly in line with the messaging survey. Please see the community post here. https://community.genesys.com/discussion/documentation-for-survey-api-release-19th-january?hlmlt=VT ...