Resource Management

Quality Assurance & Compliance

Employee Performance

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.

• Sponsor User Program

• Popular WEM ideas

Genesys Cloud WEM What’s Next: April session
Apr 18 | Webinar

• BETA HQ Community

• Genesys Cloud Roadmap

2024 Spring Customer Strategy & Planning Conference (In-person)
Apr 23 | Conference

• Submit your idea!