Workforce Engagement Management

 View Only
Back to Library

Genesys Cloud WEM | Arrivals Board 

05-03-2022 16:45


Coming Soon in December 2023

FEATURE

DISCIPLINE

ETA

STATUS
Topic Miner for Email interactions QA&C

Dec-23

Coming Soon
French Transcripts in Topic Miner QA&C

Dec-23

Coming Soon
Add Rich Text Formatting to Learning EP

Dec-23

Coming Soon
Customer Sentiment and Agent Empathy Analysis Japanese, Dutch, Italian and German (Early Preview) QA&C

Dec-23

In Progress
Improvements to English Voice Transcript Sensitive Data Masking  QA&C

Dec-23

In Progress
Add Sentiment to Agents/Queues/Flows Topic Views QA&C

Dec-23

In Progress
Provide additional means to filter agents in the 'Insights' feature to better gauge agent performance. PM

Dec-23

In Progress
Introduce a new gamification metric - Average Talk Time - to better gauge agent performance. PM Dec-23

In Progress
Adjusted Required Staff in Schedule View RM Dec-23 In Progress
Perform Topic Spotting in Mandarin (zh-CN), Cantonese (zh-HK) and Taiwanese (zh-TW) for Voice Interactions QA&C Nov-23 In Progress
EVTS (Azure) Transcription for Greek (el-GR), Hungarian (hu-HU), Czech (cs-CZ), Russian (ru-RU), Vietnamese (vi-VN), Slovak (sk-SK) QA&C Nov-23 In Progress
EVTS (Azure) Transcription for Zulu (zu-ZA), Afrikaans (af-ZA), and Malay (ms-MY) QA&C Nov-23 In Progress
Add policy API options to better showcase large matching criteria selections in Quality policies QA&C Nov-23 In Progress

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


#GenesysCloudCX
#WorkforceEngagementManagement

Coming Soon
Statistics
0 Favorited
513 Views
0 Files
0 Shares
0 Downloads

Related Entries and Links

No Related Resource entered.