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Automated time-off approval for grouped agents
Administrators can now group agents into smaller groups. This feature allows for the automatic approval of time-off requests based on the configured time-off limits for the staffing groups.
Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages
Sentiment and agent empathy analysis support is now available for Arabic World (ar-001), Arabic UAE (United Arab Emirates) (ar-AE), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Saudi Arabia (ar-SA), Arabic Tunisia (ar-TN), Korean Korea (ko-KR), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT).
Inbound and outbound filter for gamification metrics
Administrators and supervisors can now setup gamification metrics so that they only account for inbound or outbound interactions. By default, and for existing gamification metrics, Genesys Cloud considers both directions during points calculation.
Genesys Cloud WEM What’s Next: April sessionApr 18 | Webinar
2024 Spring Customer Strategy & Planning Conference (In-person) Apr 23 | Conference
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