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...
In this video @Christopher Visick talks about the great new feature within WEM which is Gamification Contests. Supervisors can now set up contests within or across teams to encourage agent engagement and drive improvements in key performance indicators (KPIs). Contests offer a...
In this video @Christopher Visick completes an overview on the new functionality called Virtual Supervisor Copilot and Supervisor Copilot. Supervisor Copilot is an AI tool designed to aid supervisors in monitoring and managing the performance of agents in a contact center. It...
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