Workforce Engagement Management

We're thrilled to introduce the new Adherence Widget , that will be available on the Agent Overview screen! This enhancement gives agents a powerful, visual way to understand their adherence performance - whether for a single day, a full week, or ...

Hi Meaghan, Are you able to check what time-off code is being auto approved? and then in Plan Overview in Time-Off Plans check that the code is included in "Associated Activity Codes" ------------------------------ Brahdilleone Dermody na ---- ...

Hi Katie, I am going to move this over to the Genesys Cloud Workforce Engagement Management Community to see if the experts there can help ------------------------------ Sam Jillard Online Community Manager/Moderator Genesys - Employees ------- ...

Now, I am confused. My experience has been that having the Activity code checked as "Counts as Paid Time" does not impact if the time is deducted from the Time Off limits. I thought that it was the codes listed in the Time Off Plan that determined what ...

Hi Heather, I do now, thank you :-) Andy. ------------------------------ Andrew Smith ------------------------------

Hello, I am seeing conflicting information on whether or not outbound interactions are considered as "offered" in the forecasting. All of our outbound interactions are made through a ACD interaction. Would this be part of the forecast? #Forecasting ...

in that case, i wonder why the AI scoring does answer that question on some days and does it correctly. What could it be mistakenly using to determine that answer, when it does score that question? I also had a transfer question that some times it answers ...

Hello @Darshan Dave , The widget will not be automatically visible at the time of release. Admins will need to assign the permissions to the agent role(s) for them to see the new widget. ------------------------------ Belinda Herrera Genesys, ...