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In this video @Christopher Visick talks about Agent empathy analysis Genesys Cloud now measures and reports on agent empathy in their interactions with customers. The reporting results help analysts improve performance management, agent evaluation, coaching, and training to...
20240422_FeatureReview_EX_Speech and Text Analytics_Agent Empathy_CV (1).mp4
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In this video @Christopher Visick t alks about the new AppFoundry vendor named "Cinareo". Their solution will complement your GenesysCloud WFM tools with capacity planning functionality. Cinareo is an innovative cloud-based application that lets you build capacity plans easily for...
20240419_AppFoundry_Cinareo_Capicity_Planning_CV.mp4
In this video @Christopher Visick talks about the ability to change forecast associated with a schedule. Planners can now actively select an alternate workforce management forecast to associate with a generated load-based schedule. Read more: Choose forecast for an existing...
20240401_WEM_WFM_Changing Forecasts_CV.mp4
In this video, Stalin discusses a new feature "APIs to integrate external learning modules" Learning administrators can now assign and report on external content from Genesys Cloud via learning APIs by integrating third-party learning management systems. This feature enables customers to use...
20240214_FeatureReview_CX_WEM_Introduce External Learning Modules_SS.mp4
In this video @Stalin Singh talks about the functionality available with WEM to support disputed evaluations on gamification metrics scorecards Supervisors and agents now experience real-time updates on agent gamification scorecards when an agent’s dispute of a completed...
20240131_FeatureReview_CX_Disputed evaluations on gamification metrics scorecards_ SS.mp4
In this video @Christopher Visick talks about the new enhancement to WFM with staffing requirements and performance metrics now being available in the Schedules screen Administrators can now assess the impact of schedule adjustments on service levels via integrated...
20240117_Feature Review_EX_Scheduling_Staffing_Performance Metrics_CV.mp4
In this video @Christopher Visick gives an overview of Forecasting functionality within the GenesysCloud WEM suite If your interested, grab a coffee and take a seat to learn about the current functionality that is available within GenesysCloud Resources of Interest About...
240616_WEM_WFM_Series_Forecasting_CV_1.mp4
In this video @Christopher Visick talks about the new Supervisor insights improvements within Gamification, (as part of the WEM suite of tools that are available to Team Leaders/ Supervisors). Supervisors can now use new agent filtering options with the Insights feature...
20231220_FeatureReview_WEM_Gamification_Supervisor insights improvements_CV.mp4
In this video @Christopher Visick talks about the New Forecast Modification with the ability to modify daily values and interval distributions Forecasters can now use the new Change daily values and distributions modification type to see a day’s predicted Offered or AHT values...
20240110_FeatureReview_CX_WEM_WFM_New Forecast Modification with ability to modify_CV.mp4