Workforce Engagement Management

Hello community members In Workforce Management, Activity Codes have always used system-assigned colors with no way to change them. For organisations managing dozens or even hundreds of Activity Codes, this makes it harder for Schedulers to visually ...

Coming Soon: Greater Visibility into Forecast Outliers We're excited to introduce a new Outliers experience for workforce management forecasting. Historical anomalies can affect forecast accuracy, and understanding how they are identified ...

A few weeks ago, we released AI Outline, a new way to quickly understand how an interaction unfolded without having to read through the entire transcript. AI Outline breaks the transcript into chapters, giving you an at-a-glance view of the ...

Hey @Julia Leite , Thanks for raising this. Without seeing the Activity Plan configuration, schedule generation settings and the resulting schedules, it's difficult to say with confidence what's driving the behaviour. If you're happy to share those ...

You're most welcome. Glad you're back up and running. Cheers, ------------------------------ Paul Turner Senior Product Manager Genesys - Employees ------------------------------

Hey @Mike Morris , One thing worth checking is if your queue contains any groups. If your queue member list contains groups that include the user they would still appear under the user rule. This can be easy to overlook as group members don't ...

Genesys Cloud – August 10, 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 Russell, Thanks for reaching out! Yes, we're excited about this too. The feature is available on main forecast only. We won't be adding it to ABM forecasts at this time. We're also working on the ability to create scenarios from Main Forecast for ...