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Genesys Cloud WEM | Monthly Recap // July 

08-09-2022 10:14

July 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 July for WEM.

Resource Management

Quality Assurance & Compliance

Employee Performance

Administrators and contact center supervisors can now group the agents they oversee into work teams. Unlike existing groups, agents may only be members of a single work team at a time. This feature allows supervisors to easily and efficiently manage their agents and evaluate performance. For more information, see About work teams and Work teams overview

Contact center managers and supervisors can now use the new topic trends summary and detail views to view the frequency and trends for topics occurring within calls, chat, messaging, and emails within the contact center. This feature provides insight into call drivers, customer sentiment, and agent skills and performance, based on topics and events detected during a customer interaction. Managers can use the aggregated metrics to better understand customer and agent behavior during the interaction. For more information, see Topic Trends Summary view and Topic Trends Detail view.

Performance managers can now import metrics that Genesys Cloud does not include, and then incorporate those metrics as part of agent gamified performance cards. This feature expands the scope of gamification core metrics to include external KPIs, for example, CSAT (customer satisfaction scores), daily sales, first contact resolution rate, and number of generated leads. For more information, see Configure external metrics for performance scorecards.

Genesys Cloud updated the Default Program selection in the Speech and Text Analytics Settings page so that all published programs are visible, including programs with unpublished changes. Previously, the list did not include programs with outstanding unpublished changes. For more information, see Speech and text analytics.

Contact center managers and supervisors can now add cover art to a development and feedback module. The cover art appears when the agent launches the module, and as a thumbnail in the assignment catalog. This feature enhances user experience and module engagement. For more information, see Create a development and feedback module 


    New functionalities for Cover Art for modules!

    Users will now be able to create a bespoke experience for their Learning users, ensuring modules are engaging, relevant and branded if required.

    In addition, this release also includes module Preview capabilities, allowing Learning Administrators to preview an entire module before assigning it to users

    This is a great leap forward for Learning, making the entire experience more engaging for end users

    What can you do?

    • Supervisors and Agents will have a new engaging experience with learning, either when navigating for modules in the Catalogue
    • Or when launching Learning modules
    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 Aug
    Aug 17 | Community Webinar
    G-Summit Nordics & Baltics
    Sept 8th | Conference

    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
    #Learning/Coaching
    #Gamification

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