A place to ask questions, connect with others, and stay in the know
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
In this video @Christopher Visick gives an overview of Forecasting functionality within the GenesysCloud WEM suite If your interested, grab a coffee and take a seat to learn about the current functionality that is available within GenesysCloud Resources of Interest About...
240616_WEM_WFM_Series_Forecasting_CV_1.mp4
In this video @Christopher Visick talks about the New Forecast Modification with the ability to modify daily values and interval distributions Forecasters can now use the new Change daily values and distributions modification type to see a day’s predicted Offered or AHT values...
20240110_FeatureReview_CX_WEM_WFM_New Forecast Modification with ability to modify_CV.mp4
In this video, Guru discusses new feature, "Assign division specific secondary status codes for agents" Administrators and contact center supervisors can now assign secondary status codes to agents to restrict agent ability to view these codes within divisions. This feature enables...
20231018_FeatureReview_WFM_EX_Assign division specific secondary status codes for agents_GP.mp4
1 Comment - no search term matches found in comments.
In this video, Chris discusses the new feature "Increased limits for workforce management dimensions". Workforce management increased the maximum allowable number of some configuration items. With this release, the maximum value for business units per organization goes from 50 to 250,...
20230726_FeatureReview_EX_WEM_Increased limits for workforce management dimensions_CV.mp4
2 Comments - no search term matches found in comments.