Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap // April 

05-03-2022 10:11

April 2022 

Hello, Community Members!
Genesys Cloud CX WEM team keeps working hard to deliver new and exciting features and capabilities! so let's take a look at what was released during April for WEM.
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 time-off limits and time-off plans. The audit log viewer includes who created or changed the time-off limit or time-off plan, the actions are taken, details about the time-off limit or time-off plan, and the date that the changes occurred.
Contact center managers and supervisors can now filter interaction transcripts by topics detected within interactions in the Content Search view. This feature enables managers to pinpoint interactions in which customers expressed a specific contact reason or customers or agents exhibited specific behaviors. A Topics column is also now included in the Content Search view. Administrators and contact center managers can now mark specific workforce management activities as interruptible for coaching. For more information, see Schedule an appointment in a workforce management environment in Schedule a coaching appointment, Add an activity code, and Configure activity codes.

Contact center managers and supervisors can now map specific secondary presence statuses to workforce management activity codes. These mappings provide a clear and granular level of adherence reporting.

Customers can now use their own self-managed AWS Key Management Service (KMS) to provide encryption keys for recording encryption purposes in Genesys Cloud. This feature provides a convenient alternative to implementing a local key manager and integrating it with Genesys Cloud.

Genesys Cloud added learning and coaching permissions to the supervisor, quality administrator, and performance administrator roles. The added permissions increase the capacity of these roles, enabling supervisors and administrators to contribute to employee development wherever needed.
Administrators and contact center managers can now assign the new Workforce Management > Adherence > Notify permission to agent roles. This permission provides more granular control over which agents can receive and view adherence notifications. Genesys Cloud automatically added these permissions to existing roles that contain the Workforce Management > Agent Schedule > View permission.
As previously announced, Genesys changed the permission requirement for adherence notifications. Now agent roles must contain the new permission to receive and view adherence notifications. To ensure that agents have the appropriate permissions for their relevant work areas, administrators must confirm that the agent roles are updated.

New functionalities for Interaction Content Search!
Genesys Speech and Text Analytics functionalities are expanding. Supervisors and Quality admins now can search within the analytics views for interaction depending on the topics and phrases addressed during a conversation.
Get more information on our Resource Center and learn more about our Speech & Text Analytics and Quality Management

Beta programs & feedback Ideas Lab Upcoming events
Roadmap series: Genesys Cloud WEM May
May 18 | Community Webinar
Genesys Cloud CX Workforce Management “Work Plan Rotation”
May 19 | Beyond Webinar
Genesys Xperience 2022
June 8-9 | Online Event

If you want to learn more about upcoming releases, feel free to reach out to the Product Management team and schedule a chat.


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