In this video @Christopher Visick talks about the new functionality in GenesysCloud CoPilot for Agent Recognition Supervisors can now use the Agent Recognition Assistant AI Agent to quickly create and retrieve recognitions for agents using conversational prompts, without...
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In this video @Christopher Visick talks about the new WEM feature within WFM called WFM Time Off Assistant AI agent powered by GenesysCloud CoPilot. Supervisors and administrators can now use the WFM Time Off Assistant AI agent to list, approve, and reject pending time off...
In this video @Guru Prasadh Jeevan Rao talks about the new feature within topics and using Ai to generate new phrases Administrators can now use AI to generate suggested topic phrases based on a topic’s name, description, dialect, and any existing phrases. This feature helps...
In this video @Christopher Visick shows us how to schedule coaching and learning sessions with greater flexibility. Administrators can now choose from a wider range of options when scheduling coaching or learning sessions. A new algorithm highlights optimal time slots that align with...
In this video @Christopher Visick talks about the change in evaluation data access via consolidated reporting views Administrators can now access evaluation data through consolidated reporting views, and Genesys Cloud will retire the Performance > Overview (Evaluations) page....
In this video @Christopher Visick talks about Workforce Management Capacity Planning Planners can now create long-term capacity plans to project staffing needs for each planning group up to two years in advance. This feature enables contact centers to identify potential...
In this video @Joseph Ian Romero talks about the new functionality whereby we can now enable audio selection with screen recordings in playback Supervisors can now select a specific audio recording to synchronize with screen recording during playback. This feature is especially...
In this video @Stalin Singh shows us how to add or remove individuals from automatic development and feedback modules assignment. Administrators can now manage automatic assignments for development and feedback modules at the individual level, even if those individuals do not have access to...
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