Workforce Engagement Management

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Genesys Cloud WEM | Arrivals Board 

05-03-2022 16:45


Coming Soon in April 2024

FEATURE

DISCIPLINE

ETA

STATUS

Genesys Cloud EX - Support Speech Analytics Capabilities QA&C

Apr-24

Coming Soon

Ability to Change the Forecast Associated with a Schedule to help keep schedules in sync with Forecasting RM

Apr-24

In Progress

Improved Portuguese (pt-PT and pt-BR) Voice Transcription from New Training Material QA&C

Apr-24

In Progress

UI improvements to better load and showcase large matching criteria selections in Quality policies for a better user experience QA&C

Apr-24

In Progress

Improved Spanish (es-US and en-US) Transcription for Native Voice Transcription Using Training Material from Despegar QA&C

Apr-24

In Progress

View Aggregate Metrics for up to One Year in Topic Trends and Agent/Queue/Flow views to gain more Seasonal Insights QA&C

Apr-24

In Progress

Add Acoustic Metrics to Topic Trends and Agent/Queue/Flow Views with Additional Filters to Gather More Insights QA&C

Apr-24

In Progress

Customer Sentiment Analysis and Agent Empathy Analysis for Finnish, Danish, Swedish, Norwegian, Polish and Hebrew (Early Preview) QA&C Apr-24

In Progress

Support Agent Empathy Analysis and Improve Customer Sentiment Analysis for Interactions in French and Spanish  QA&C Apr-24

In Progress

Agent Empathy / Unhelpful Behavior Analysis and Scoring UI QA&C Apr-24

In Progress

Genesys Cloud EX - Support Web Survey Capabilities RM Apr-24

In Progress

Improved Desktop Performance when Performing Screen Recording with Concurrent Interactions QA&C Apr-24

In Progress

RM=Resource Management, EP=Employee Performance, QA&C= Quality Assurance & Compliance, PM=Performance Management


#WorkforceManagement


#Interaction/ScreenRecording
#SpeechandTextAnalytics

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