Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap // June 

07-04-2022 06:47

June 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 June for WEM.
Resource Management Quality Assurance & Compliance Employee Performance

Genesys Cloud increased the workforce management forecast modification limit from 50 to 200 to accommodate additional adjustments. For more information, see Forecast modificationsWork with forecasts,  and Export a forecast

Programs, topics, and phrases support is now available for Korean (ko-KR). For more information, see Genesys Cloud supported languages.

Agents can now rearrange the overview widgets in the Agent > Overview tab in the Agent activity view. This feature enables agents to prioritize the order of their development tasks and performance information to suit their needs. 

Genesys Cloud improved the loading time to play back a call recording for customers that enable policy-based call recording in OPUS audio format. Quality evaluators and supervisors now experience up to 70% less wait time when loading an interaction’s detail page in order to play back the call recording. Additionally, Genesys Cloud now supports downloading a call recording in OPUS audio format. 

Contact center managers and supervisors can now reset a development and feedback module when an agent makes a mistake, and reassign a module to an agent or group of agents. By requiring an agent to take a module again, managers can keep track of the agent’s attempts and scores, and evaluate the agent’s progress. Completing multiple instances of the same module can show increases or decreases in knowledge and capability. 

Quality evaluators can now keep track of evaluation forms using a version ID that is attached to each form on the interaction’s details page. The version ID appears as the last modified date and time, enabling users to differentiate between versions of the form. For more information, see View an interaction’s evaluations. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 WEM Upgrade II.

Genesys Cloud enhanced the process of assigning development and feedback modules to agents by updating the user interface. Module assignment now has an experience similar to catalog browsing and enables supervisors to find content that helps resolve business challenges. 


    New functionalities for agent Activity tab!

    Genesys Employee performance functionalities are expanding. Agents now can reposition the widgets in the agent performance overview tab allowing them to prioritize the performance and development information they want to see first.
    Get more information on our Resource Center and learn more about our Gamification and Development and feedback modules.



    Beta programs & feedback Ideas Lab Upcoming events
    Roadmap series: Genesys Cloud WEM July
    July 13 | Community Webinar
    Genesys Cloud CX Workforce Management Demo Series in German
    July 7th and 8th | Community Webinar
    Genesys Xperience 2022
    July 28 | Onsite Event

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

    #Genesys Cloud CX
    #Performance Management
    #QualityManagement
    #Workforce Engagement Management
    #WorkforceManagement

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