Workforce Engagement Management

Resource Management

Quality Assurance & Compliance

Employee Performance

Historical adherence and shrinkage view updates for teams

Administrators and contact center supervisors can now enable team reporting in the workforce management historical adherence view and the historical shrinkage view. This feature enables supervisors to filter agents in a team and efficiently view data over time, and provides consistency with other workforce management reports and functionality. Additional updates to the historical adherence view and the historical shrinkage view include changes to the adherence over time charts to make it easier to view at a glance. For more information, see Navigate the historical adherence view, Access the historical adherence view,  Access the historical shrinkage view, and Navigate the historical shrinkage view. 

Additional voice transcription accuracy for Arabic

Genesys Cloud improved voice transcription accuracy for Arabic dialects (ar-WW). For more information, see Genesys Cloud supported languages.

Gamification metrics creation workflow improvements

Performance management administrators can now set the appropriate level of precision for their performance management metrics. Additionally, administrators can now select which units to use for their time–based metrics. These improvements allow administrators to more accurately measure performance.

For more information, see Configure gamification profile metrics.

Introducing Queue Wrap-up Summary Report

Supervisors can now view and export the wrap-up performance data grouped by each queue. The supervisors can use this data to determine the queue performance issues with specific wrap-up codes in one or more queues. For more information, see Queues Wrap-up detail view, and About wrap-up codes. This report also replaces the canned Queue Wrap-up Summary report, which is soon to be deprecated. No Restriction by User or Required User to Access.

Improved voice transcription accuracy for English language regions

Genesys Cloud improved digits and numbers voice transcription accuracy for most English language regions, including United States (en-US), Great Britain (en-GB), Australia (en-AU), and South Africa (en-ZA). For more information, see Genesys Cloud supported languages. 

• Sponsor User Program

• Popular WEM ideas
• Trending WEM ideas
• Submit your idea!

• BETA HQ Community