Workforce Engagement Management

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing. Minimum Coverage Minimum Coverage provides a new mode of schedule generation ...

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available! This release represents a major step forward in transcription quality ...

With other employers, I have used Verint and Nice/IEX. I have not been the decision-maker in choosing Genesys in my current role. Of the three, Nice/IEX was my favorite for features, forecasting, and scheduling flexibility. While Genesys has made some ...

Bumping this to see if anyone has suggestions for how to best handle recurring Outbound interactions (voice) with regards to Forecasting / Scheduling. As mentioned on the prior post, we have several Service Desks that place Outbound calls on behalf ...

Hi, I am looking at adherence vs conformance on the schedules, reporting and Gamification and want clarification if someone can help me. As i understand from Gamification, the adherence is actual on queue/scheduled on queue. The conformance is how ...

Hello Genesys Community, Here's the situation: Agent schedule reflects the following: 8:00 AM - Noon approved absence (offline phone status) noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal ...

Thanks @Jose Ruiz . That's great news. If there is any beta or limited availability I'd love to be involved. Otherwise I'll patiently wait for GA. ------------------------------ Michael Ball Workforce Planner ------------------------------

Hello Jake, The evaluations are created as new interactions for the Program where the rule is hosted are received. Please let me know if you still don't see evaluations being generated and we can take a deeper look. Regards, ------------------------------ ...