Workforce Engagement Management

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 this December for WEM.

Workforce management activity smoothing and schedule variability

Workforce management administrators and schedulers can now choose to invoke activity smoothing at the business unit or management unit level, or to aim for consistent service goals that reduce the possibility of agents being scheduled for offline activities at the same time. The Schedule Variability setting enables administrators and schedulers to increase the randomness between schedules and provide more varied shift combinations.

Improved workforce management schedule editor agent filter and sort

Administrators can now use enhanced filter and sort options in the workforce management schedule editor to more easily locate and manage agent shifts. Genesys reorganized the filter and sort dialog box into two tabs, Filter and Sort. New filter types allow administrators to refine the agent view by activity code, staffing group, general group, location, and reporting hierarchy. Also, the existing queues filter now supports the selection of multiple criteria. Administrators can now sort agents by the number of constraint violations and also define both a primary and secondary sort order for agents. These improvements help administrators manage shifts and address issues more effectively.

Workforce management weekly staffing requirements with ABM forecasts

Native voice transcription support for Swiss German

Native voice transcription support is now available for German Switzerland (de-CH)

Improved native voice transcription accuracy for Spanish

Genesys Cloud improved native voice transcription accuracy for Spanish dialects (es-ES and es-US)

Improved Content Search view

Administrators can now view consolidated conversation records in the content search. In the improved content search view, each unique conversation ID now appears as a single record. If multiple transcripts are associated with the same conversation ID, they appear as nested subrows under the main record. This change helps users reduce duplicate entries, making it easier to analyze conversation data at a glance. The improved structure also simplifies reporting and ensures that related transcript details remain organized under the relevant conversation. 

Topic miner Dutch language support

Topic miner is now available in Dutch (nl-NL) dialects. This feature enables administrators and analysts to to mine for topics in these dialects across all media types in order to gain insights into emerging topics.

Beta programs & feedback

Ideas Lab

Upcoming events

• Genesys User Experience Research
• BETA HQ Community

• Popular WEM ideas

• Genesys Cloud Roadmap
• Submit your idea!

Genesys Community Day Benelux

January 16 | Conference

See Genesys in Action Presents....

January 16 | Webinar

Quarterly Genesys Cloud Roadmap Webinar for Customers and Partners

January 22 | Webinar

If you want to learn more about upcoming releases, feel free to reach out to the Product Management team and schedule a chat.