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  • Hi WEM Community, We have an update for those of you using the the historical adherence query route, across management units. This endpoint has been depr ecated and replaced by new bulk routes. The new API allows developers to make ...

  • Outbound digital campaigns event triggers for post-contact interactions Outbound administrators can now use event triggers for post-contact digital interactions in outbound digital campaigns, specifically for wrap-up codes. Customer engagement ...

  • Hi Robert, yes we are working on adding long term staffing requirements to CX3 targeting 2H of this year. We understand that there are certain features we still need to add to CX3 and are working on those. The more advanced capacity planning features ...

  • Hi community, We are migrating from Genesys Engage cloud to Genesys CX. I was wondering what is the Cloud CX equivalent for multi skilled forecasting in Genesys CX similar to 'Single Skill Equivalents (SSE) to Multi-Skill Equivalents (MSE)' in Genesys ...

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  • I'd recommend reading the following article for potential things to investigate: https://help.mypurecloud.com/faqs/why-are-staffing-requirements-higher-or-lower-than-expected/ Do you have many interactions that come in after hours and thus have a higher ...

  • Im trying to use and understand the new view I have in schedule when viewing the forecast vs the scheduled with the new required option in. My required and adjusted required dont change from each other. Maybe I just don't know how to use or read it correctly ...

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  • Hi Heather, i apologize I should have made a post when the bug fix went live. The bug was fixed on February 21, 2024. So now, per my post in this thread on 12/8/2023, the staffing requirements are adjusted for concurrency now. AHT in the forecast view ...

  • @Mark Fagus can you give me a use case for when we want to enable Low Latency and the positive/negatives of having it enabled? #SpeechandTextAnalytics ------------------------------ Shelby Cronk C1 ------------------------------

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