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 ...

Hi, I have 1 question, do we have permission to control the Home page shown to the agent - like disable agent from hiding/untick any widget? Is it possible for Supervisor to preset the Home page widget and disable agent to modify the arrangement? ...

Hi Maico, I believe we tried this for a month at my org. My agents did not like the gamification as it felt negative to them. It did not motivate. My agents would prefer Me vs Me metrics (shows how you've improved over your own history of adherence ...

Hi folks, I've been playing around with AI Scoring method on Agent auto-complete forms but noticed that the out-of-box mechanism to trigger/create those type of forms is by using the % rules. I have a customer willing to start using this method but applying ...

Final update - It was built this way with no fix. In order to get it changed, it was suggested to open an idea in the ideas lab. If it gets enough votes, then it'll be considered to be fixed. ------------------------------ Jacqueline Turner Workflow ...

Genesys Cloud – April 27, 2026 Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule ...

Hi @Holly Stauffer , The " Is Interruptible" Activity Code setting is only used when scheduling external activities such as Coaching, Learning modules and Activity Plan sessions (external activities as they are scheduled/created outside of the scheduler ...