Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap // December 

01-03-2023 06:53

December 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 December for WEM.

Resource Management

Quality Assurance & Compliance

Employee Performance

Agents can now click a new mobile phone icon in the side panel of the Genesys Cloud workforce management agent schedule view. From this icon, agents can learn more about Tempo, Genesys Cloud’s native mobile workforce management app. Agents can also access links and QR codes to download the app onto their mobile phone. Administrators can use the Mobile > Tempo > View permission to enable or disable the icon for agents. For more information, see Download Genesys Tempo from your Desktop.   Contact center supervisors can now view sentiment data in the Agents Queues Detail and Queue Agent Detail views. This data gives supervisors more insight into customer sentiment. For more information, see Agents Queues Detail viewQueues Agents Detail view, and About sentiment analysis

    Genesys Cloud updated the Time-Off Plans user interface view to improve accessibility. These changes include minor updates to the clarify the process of selecting whether agent time-off counts against the time-off limit. These changes do not impact the workflow of the user interface. For more information, see Add a time-off plan Administrators can now add words and phrases in quotes to ensure that they are mandatory during topic detection. This improvement increases the accuracy of topic identification. For more information, see Work with a topic.

    Genesys Cloud updated the workforce management forecasting user interface to improve accessibility. Updates include improved color contrasts, additional tags, and more precise labels. These changes do not impact the workflow of the user interface. 

    Programs, topics, and phrases support is now available for Japanese (ja-JA) voice interactions. For more information, see Genesys Cloud supported languages.

    Genesys Cloud improved usability for messaging and email in the Transcript tab of an interaction’s overview page. Chat and messaging interactions on the Transcript tab now include dates and timestamps to see when the message occurred and different colors to distinguish between internal and external users. Users can also now toggle HTML content for all emails in a thread instead of for each email. For more information see: Work with an interaction overviewWork with a voice transcriptWork with a digital transcript, and View an interaction’s details

    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
    #Workforce Engagement Management
    #Interaction Analytics

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