Workforce Engagement Management

A few weeks ago, we released AI Outline, a new way to quickly understand how an interaction unfolded without having to read through the entire transcript. AI Outline breaks the transcript into chapters, giving you an at-a-glance view of the ...

Hello everyone, I completed the Genesys Cloud WEM/WFM Certification yesterday and wanted to share a few observations that may help others preparing for the exam. From my experience, many questions were focused on: Forecasting Scheduling ...

I am currently building out the WFM platform for a 24/7 contact center and have encountered an issue with overnight shifts that span two calendar days. I noticed that when I create work plans for agents whose shifts start on one day and end on the next, ...

You're welcome ☺️ ------------------------------ Camila Meneghini ------------------------------ ...

Ricardo, I can't test it right now to confirm, but thinking about it, I SUPPOSE this might help you: I guess that your rule cannot work because you're mixing two separate requirements (the topic and the time window) in a way that creates a logical ...

Hi @Bryce Brand . I'm glad you found the root cause of the issue and that everything is working now! ------------------------------ Jhonatan Engel ------------------------------

Hello all- We are about to start testing automated QA with an AI form and had questions on how the agent scoring rules work. We see that the Program is the starting point and any queues that are a part of that Program will have evaluations for all ...

This issue has now been approved for Long Term Roadmap under idea. WESCH-I-795 ------------------------------ Sam x ------------------------------