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Genesys Cloud WEM | Monthly Recap //March 

04-01-2022 18:34

March 2022 

Hello, Community Members!
This past month new and exciting things came to Genesys Cloud CX WEM! so let's take a look at what’s new this month for WEM. Check out what’s been released in each of our key disciplines this past month:
Resource Management Quality Assurance & Compliance Employee Performance
Contact center managers and supervisors can now use the existing Genesys Cloud auditing service to see details about additional workforce management entities. The audit log viewer shows which user made the changes, the actions taken, and the date the changes occurred. Increasing language coverage by including Portugal Portuguese Voice transcription support expands the usage of other speech and text capabilities such as topic spotting, programs, and phrases to regions with this language.


 Administrators and contact center managers can now use permissions to restrict or allow the ability to create coaching sessions or assign learning to agents so that a supervisor can only look up agents within the divisions that the supervisor has permission to view.
Workforce management enhancements to the import service make it easier for developers to retrieve and save schedules and forecasts using APIs. This improvement brings the Get and Save methodology of the workforce management service in alignment with other Genesys Cloud import services. Quality management evaluators can now use the Assign to me option to assign an evaluation to themselves when they create a new evaluation. This feature enables evaluators to bypass searching for their name in the Evaluator drop-down menu to make the assignment.
  • View the creation date and time of a schedule or forecast
Administrators and supervisors can now view the creation date and time of a schedule or forecast in the schedule list or the forecast list. This enhancement provides additional information when administrators or supervisors ensure traceability and investigate issues.



 Customer sentiment scoring can now reflect how the customer experienced the interaction in its entirety. Genesys Cloud now includes all customer sentiment events found in the system within an interaction and uses new icons to represent sentiment trends, making it easier to understand if the customer was satisfied or dissatisfied throughout the interaction.
Remove the ability for agents to submit requests for non-consecutive days.

New functionalities for Coaching UI improvements!
We have enhanced the View within the Genesys Cloud CX Coaching Appointment scheduling to improve usability. Some of the enhancements:
Get more information on our Resource Center and learn more about our Coaching and Schedule a Coaching appointment

Feature spotlight video!
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Beta programs & feedback Ideas Lab Upcoming events
SWPP Annual Conference
April 4-6 | Nashville, Tennessee
Beyond NPS: CX-Measurement Reimagined
April 13-14 | Webinar
See Genesys in action
April 1-30 | Demo Webinar
Genesys G-Talk: Seguradoras
April 21 | Lisboa, Portugal
If you want to learn more about upcoming releases, feel free to reach out to the Product Management team and schedule a chat.

#Learning/Coaching
#Performance Management
#QualityManagement
#Workforce Engagement Management

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