Workforce Engagement Management

Hello community members Making schedule changes for multiple agents or activities can be time-consuming, especially when plans change at short notice. Whether you're responding to operational changes, moving training sessions, or adjusting schedules ...

Hi Community, We're excited to share that a new Workforce Management capability is targeted for release during the week commencing July 27th . This upcoming feature will make it easier for WFM administrators to manage employee decision metric values ...

Thank you @Tracy Vickers 🙂 ------------------------------ Shahnawaz Ansari ------------------------------ ...

Hi @Mey Supandi , In my experience, there isn't a native setting in WFM that automatically rejects requests based solely on a specific activity code. The usual approach is either: Make the old activity code not Agent Selectable , preventing new ...

Another useful enhancement would be a more unified dashboard for evaluations. For example, having a single view where all completed evaluations can be filtered (by agent, queue, outcome, etc.), and selecting an item takes you directly to the associated ...

Hi everyone Just to clarify, this is being rolled out this week and will be available in all orgs by the end of the week. Thanks ------------------------------ Andy Boland Product Manager ------------------------------

Hi Daniela, The following idea has been raised around this: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-780 Please take a look and add your vote and comments. ------------------------------ Paul Wood Genesys - Employees WFM Product Manager --- ...

Hi Jonathan, Thank you for your willingness to participate! Please use the link below to schedule a time to discuss further: Book time with Kylee Kasper ------------------------------ Kylee Kasper, Product Manager[Designation] Genesys - Employees ...