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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 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, Santosh discusses a new feature "Automated time-off approval for grouped agents" Administrators can now group agents into smaller groups. This feature allows for the automatic approval of time-off requests based on the configured time-off limits for the staffing groups. ...
20240311_FeatureReview_EX_Time Off Management_Automated time-off approval for grouped agents_SB.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
In this video @Santosh Bhandari talks about the new feature whereby users can now submit their own feedback about the Genesys Tempo App. on both Android and iOS. Release Notes: https://help.mypurecloud.com/releasenote/february-21-2024/ P lease p ost...
20240221_FeatureReview_EX_Survey_Submit feedback in Genesys Tempo_SB.mp4
In this video, Stalin discusses a new feature, "Acoustic metrics added to transcript aggregates" Analysts can now access acoustic metric information with the Transcript Aggregate APIs. This functionality enables analysts to understand the associated acoustic details for speech and text...
20231220_FeatureReview_CX_Acoustic metrics added to transcript aggregates_SS.mp4