Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap //December

01-12-2022 15:19

Marcela Areiza

December 2021

Hello Community Members!

Welcome back! We hope the holidays treated you well and you had some time to spend with your loved ones, ate some great food and shared in the holiday spirit! Some upgrades have come about while you were away.

Check out what’s been released in each of our key disciplines:

Resource Management	Quality Assurance & Compliance	Other
Workforce management adherence notifications permissions change Workforce management historical data import service JSON format endpoint deprecation	Sentiment score metric added to Transcripts Aggregate API Polish voice transcription support Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions	Workforce Engagement Management add on subscription expansion of functionality and billing change

The Workforce Engagement Management (WEM) add on subscription now includes all WEM functionality from Genesys Cloud, including speech and text analytics, gamification, and development and feedback modules. Subscription billing is now based on the number of administrators and agents that use the add on WEM features. Previously, billing was based on when participate permissions were added for users.

This feature requires one of the following subscriptions: