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Discussion Thread 2

Mask the Agents name in Gamification

Library Entry

Adherence widget available in the Activity view

In this video, @Christopher Visick discusses a new feature "Adherence widget available in the Activity view" Agents can now view their adherence in the new adherence widget within the Activity view. The widget displays each agent’s scheduled, actual, and exception details for the day,...

Discussion Thread 6

What column can be added to interaction view to see if agent spoke to customer?

Discussion Thread 19

Evaluation Dispute Notification

Discussion Thread 6

How to get started with the basics of WFM

Library Entry

Team schedule view for agents

In this video @Christopher Visick talks about the new Team schedule view for agents within WEM and WFM Agents can now view their colleagues’ schedules in a read-only Team Schedule view. This feature helps agents see who they are working with, who is scheduled after their shift,...

Discussion Thread 2

Removing MU's from published schedules

Library Entry

Enhanced Performance dashboards with real-time agent status counts by work team

In this video, @Stalin Singh discusses a new feature "Enhanced Performance dashboards with real-time agent status counts by work team" Supervisors can now configure widgets based on work teams and view real-time agent status metrics specific to their teams. This feature enables supervisors...

Discussion Thread 6

Development and Feedback detailed reporting

Discussion Thread 4

Get Saved and Deleted Recording Details