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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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In this video @Christopher Visick talks about the improved workforce management schedule editor agent filter and sort. Administrators can now use enhanced filter and sort options in the workforce management schedule editor to more easily locate and manage agent shifts. Genesys reorganized...
In this video @Stalin Singh talks about how to manually assign work plans with future effective dates. Administrators can now access interval level performance metrics that consistently align between the Intraday Monitoring and Schedule editor views. This feature standardizes performance...
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In this video @Christopher Visick talks about the ability to trade alternative shifts for enhanced workforce management shift management. Administrators and contact center supervisors can now allow agents to request to trade with the system when they require a short-notice shift change or...
In this video @Stalin Singh discusses a new feature "SCORM 1.2 learning standard conformance" Genesys Cloud is now conformant with the SCORM 1.2 e-learning standard. The SCORM 1.2 packages are hosted natively and helps programmers write code that engages workforce management participants....
In this video @Christopher Visick talks about the new feature within w orkforce management called "Work Plan Bidding". Supervisors can now create new work plan bids to allow agents to bid for their preferred work plans. Agents can set their preferences among the available work...
In this video @Stalin Singh talks about the new improved Navigation between Published Schedules in the Workforce Management Schedule Editor Administrators can now quickly navigate to the previous or next published schedule via new toolbar buttons in the workforce management...
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