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 October for WEM.

Resource Management

Quality Assurance & Compliance

Employee Performance

Supervisor AI & Agent Copilot

Team schedule view for agents

Agents can now view their colleagues’ schedules in a read-only Team Schedule view. This feature helps agents see who they are working with, who is scheduled after their shift, and who may be available for a shift swap. Administrators control access at the management unit level, ensuring that only authorized agents can view team schedules. With this update, agents gain better visibility into team coverage, which improves collaboration, planning, and shift coordination while maintaining administrative oversight of access.

Workforce management block scheduling

Administrators and contact center managers can now use the workforce management block scheduling feature to schedule agents for specific types of work at defined times. To accomplish this, they associate non-default on-queue activity codes with planning groups and apply these codes in work plan configurations or during manual schedule management. This enhancement improves scheduling precision by aligning agent shifts with designated work blocks, helping to ensure that key metrics such as service level, average speed of answer, and occupancy accurately reflect dedicated work assignments.

Adherence and activity code mapping enhancements

Administrators can now map a secondary status to multiple activity codes. This feature provides greater flexibility in configuring adherence. Also, administrators can choose to ignore individual activity codes, not just categories, for adherence. These enhancements increase configuration precision, enabling agents to perform specific off-queue tasks without negatively impacting adherence metrics.

Workforce management override for time-off plan dates

Workforce management administrators can now define specific blocked days to pause automatic approvals or prevent agents from submitting time-off requests during critical periods. Administrators can also temporarily disable auto-approvals for selected dates, restrict time-off requests on blackout days, and override standard time-off plan settings for greater control and flexibility.

Improved scripting accessibility tools

Administrators can now add accessibility properties to script components to improve accessibility. This enhancement allows screen readers to interpret script prompts and images and helps ensure that scripts are easier to navigate and use for people who rely on assistive technologies. This update helps Genesys Cloud meet accessibility standards and supports administrators in building more inclusive agent scripts.

Beta programs & feedback

Ideas Lab

Upcoming events

• Genesys User Experience Research
• BETA HQ Community

• Popular WEM ideas

• Genesys Cloud Roadmap
• Submit your idea!

The Forum: 2025 Autumn: #RaisingStandards (In-Person)

• Nov 5^th | Conference

Xperience APAC 2025

• Nov 19^th – 20^th | Conference

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