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In this video @Christopher Visick talks about the new enhanced employee recognition for improved engagement. Supervisors can now reward positive agent behavior and performance with standardized, personalized recognitions. This new feature makes it easy to send recognitions...
In this video @Mark Bernardo talks about how we can create Interaction categories for interaction analysis Administrators can now use categories to detect agent and customer behavior based on what either participant says or types during certain portions and sequences of an...
20240527_FeatureReview_EX_Speech and Text Analytics_MB (1).mp4
In this video, @Christopher Visick discusses a new feature "Supervisor WEM dashboard" Supervisors can now access a single, centralized, and prioritized view of the information needed to better manage their team and employees. This feature helps supervisors understand where their attention...
20240527_FeatureReview_EX_Gamification & Performance Management_WEM_Supervisor WEM dashboard_CV.mp4
This is Episode 2 of the WEM Series on TAMStudios. In this video @Christopher Visick gives an overview on the Scheduling capabilities within the GenesysCloud WEM suite. It also includes an overview on how the agent & supervisor uses the WFM functionality within GenesysCloud. ...
20240527_WEM_WFM_Series_2_Scheduling_CV.mp4
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