Workforce Engagement Management

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing. Minimum Coverage Minimum Coverage provides a new mode of schedule generation ...

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available! This release represents a major step forward in transcription quality ...

Just two different philosophies regarding who SCA is actually evaluating: WFM or the agent behavior. I always recommend taking on the administrative effort to update schedules as needed for getting stuck on a call or being pulled off the phones for a ...

Hi @Jodi Maffitt thanks for the details. For leave requests submitted in Workday , what is the recommended approach to update Genesys Cloud WFM -real-time API sync or batch processing? ------------------------------ SARANRAJ THANGARAJ --- ...

That's actually expected, as they said. ------------------------------ Daniel Souza ------------------------------

Genesys Cloud – March 16, 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 ...

Hey Amanda, I ended up finding them in the "Interactions" tab within Analytics Workspace by filtering by Form. You can also add a column for the evaluation score. Currently I don't see them under Evaluations or Agent Evaluations, but I think ...

Hi Shane - we have been using Campaigns for our outbound calls and have the same issue. Nearly half of our work is outbound campaigns in our Medical Imaging scheduling department. So it is difficult to use forecasting in a full analytical way. We have ...