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Our WEM Top 5 Favorite Features - share your thoughts?

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  • 1.  Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-10-2022 12:32
    Edited by System 01-26-2024 19:24
    No replies, thread closed.

    Genesys Workforce Engagement Management releases a lot of powerful features throughout the year that help to keep your call centers running at their best.
    But, out of all these releases, FIVE really stood out to us as game changers!
    Want to know which ones we chose?
    Then watch the video to see if we picked one of your favorites!


    We realize our choice may not be yours 😐 so let us know, reply to this discussion - which feature is your favorite and why, did we miss yours? If you do, there's something special in it for you...
    Anyone joining the conversation by the end of August gets the chance to win a pick from the prize wall - don't miss out!


    #Genesys Cloud CX
    #Workforce Engagement Management

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 2.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-14-2022 18:30
    Edited by System 01-26-2024 19:24
    No replies, thread closed.
    Hi Tracy

    Our team was super excited when forecast modifications increased from 50 to 200!

    As we are new to Genesys Cloud we don't have much historic data and the data we do have is affected by COVID impacts so this was really important to us as we need to make several manual modifications. We had a party to celebrate when the increase happened so that's how wonderful it was for us! :) 

    Thanks,
    Anthony

    ------------------------------
    Anthony Guidosteen
    City of Gold Coast
    ------------------------------



  • 3.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-15-2022 06:24
    No replies, thread closed.
    Hey Anthony,

    Good to hear from you - I totally agree such a good feature :-) 

    Party! Great idea - we need pictures for the next impactful release!
    Happy Season 9 GIF by The Office


    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 4.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-15-2022 18:09
    No replies, thread closed.
    Our office party is coffee and cake we might have to step it up next time for the next big feature!!

    ------------------------------
    AnthonyGuidosteen
    City of Gold Coast
    ------------------------------



  • 5.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-16-2022 04:34
    No replies, thread closed.
    That's what I like to hear :-)

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 6.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-15-2022 17:56
    No replies, thread closed.
    Topics Trend Views!!!  I am so glad to see something new available for Topics and had no idea about this until I watched the Top 5 video. I remain hopeful for some other voted ideas for Topics find their way to being a New Feature soon as well!   I am on my way to check out the Topics Trend View now!
    Thank you, 
    Janelle Lopez
    Chamberlain Group

    ------------------------------
    Janelle Lopez
    The Chamberlain Group, Inc.
    ------------------------------



  • 7.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-15-2022 18:13
    Edited by System 01-26-2024 19:29
    No replies, thread closed.
    We love the idea of topic trends and can't wait to start using it!

    Our issue is our IVR and messages on hold are included in the topic trends currently so they change the data.

    Once the roadmap item is delivered to not record the call from very start and only once an Agent joins the call hopefully we can then start to use topics.

    I'm not sure who I can follow up with on when the call recording change is going to take place?

    ------------------------------
    Anthony Guidosteen
    City of Gold Coast
    ------------------------------



  • 8.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-15-2022 18:15
    No replies, thread closed.
    We can say the early work for this feature is underway Anthony, no delivery date just yet but wanted to keep you updated on progress. 

    Cheers

    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management
    ------------------------------



  • 9.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-15-2022 18:18
    No replies, thread closed.
    Thanks Cameron, can't wait!
    Plus will save storage space :)

    ------------------------------
    AnthonyGuidosteen
    City of Gold Coast
    ------------------------------



  • 10.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-16-2022 04:36
    No replies, thread closed.
    Hey Janelle,

    Excellent - glad to see our little video brought it to your attention.

    Let us know how it goes :-)

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 11.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-16-2022 08:43
    Edited by System 01-26-2024 19:24
    No replies, thread closed.
    My biggest request for years has been make learning about new features easier and all in one spot! How did I not know the library had been re-worked?? I am going to go dive in there today- Hope there are some quick tutorials for all the things I don't know or aren't doing the most efficient way possible.. I also somehow missed viewing the agent activity widget update as an admin..... Gosh Cherri get it together!

    Unfortunately, my team hasn't been able to see the benefits of scheduling coaching due to a glitch somewhere (don't worry the Genesys team has been working on this).

    So that being said, my favorite after MUCH thought, I would say my favorite is the automatic best method selection forecast with the ability to make adjustments either by the week or the day for expected increase/decrease in volume is working well! This saves us from having to import our own forecast.

    ------------------------------
    Cherri Lindquist
    Company Nurse
    ------------------------------



  • 12.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-16-2022 09:41
    No replies, thread closed.
    Hi Cherri,

    I hope you find some useful information in the library - we are always adding to it and any feedback of what you would like to see is greatly appreciated.

    Here's hoping you get to enjoy the schedule coaching soon - it is a really useful addition.

    Thats great to hear, I come from the world of Excel and then Genesys Engage WFM and I also love the automatic best method for forecasting in GC, its really quick!!

    Hope to hear from you soon about the Library :-)

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 13.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-22-2022 04:50
    No replies, thread closed.
    Hi Cherri

    Thanks for your post.

    I just wanted to follow up on the Coaching issue you're having, is this working as expected now?

    If you're still struggling with it please let me know so we can investigate further. I'd really like to get it working for you!

    Please reach out if you'd like and we can get it sorted

    Thanks

    ------------------------------
    Andrew Boland
    Genesys - Employees
    ------------------------------



  • 14.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-22-2022 08:58
    No replies, thread closed.
    Good Morning Andrew-
    Unfortunately, it is still not working for 3 on my team. We do have a ticket escalated within Genesys so the team is working on it. I would love extra eyes on it though!

    ------------------------------
    Cherri Lindquist
    Company Nurse
    ------------------------------



  • 15.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-19-2022 10:46
    No replies, thread closed.
    Well...I'm not eligible for the prize wall, but because I deal so much with agent requirements I love the Schedule tab feature.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 16.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-22-2022 03:16
    No replies, thread closed.
    Hi George,

    Good to hear from you and we totally value your input :-)​

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 17.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-19-2022 19:45
    No replies, thread closed.
    Nice selection but gamification tops my list by giving agents clear expectations, real-time performance, peer pressure, and incentives to better themselves.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 18.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-22-2022 03:27
    No replies, thread closed.
    Hi Robert,

    Great to point out - Gamification is a great feature to engage and motivate employees whilst making it fun and interactive!

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 19.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-22-2022 15:45
    No replies, thread closed.
    Hi there - We haven't migrated to Genesys Cloud CX, yet... But I've started my learning journey and my favorite is the Community's Revamped Library!

    ------------------------------
    Raymond Hicks
    Sutter Health
    ------------------------------



  • 20.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-23-2022 04:47
    No replies, thread closed.
    Hi Raymond,

    Loving you choice 😊

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 21.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-24-2022 09:08
    No replies, thread closed.
    I agree, the library is a HUGE improvement! After yesterday WEM Webinar, I did a deep dive and watched every single video in it!

    ------------------------------
    Cherri Lindquist
    Company Nurse
    ------------------------------



  • 22.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-24-2022 10:35
    No replies, thread closed.
    Hey Cherri,

    That's great - so glad you've found the library useful :-)

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 23.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-23-2022 19:55
    No replies, thread closed.
    Trending Topics is such a powerful insight. That has to be my favourite new feature. :)

    ------------------------------
    Gavin Neal
    Genesys - Employees
    ------------------------------



  • 24.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-24-2022 06:00
    No replies, thread closed.
    Agree with you there, Gavin 😀

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 25.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-24-2022 09:11
    No replies, thread closed.
    I haven't had a chance to start using trending topics. After yesterday's WEM Webinar, I put that on my list of 'need to learn more about' especially with the future of some automation for quality analysis! I think we can identify a lot of areas of opportunity by utilizing this.

    ------------------------------
    Cherri Lindquist
    Company Nurse
    ------------------------------



  • 26.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-24-2022 07:33
    No replies, thread closed.
    Hey Everyone,

    Yes, we have extended the deadline for you to participate due to some of the fantastic responses we want more - let us know your thoughts on the Top 5, do you agree or not!!

    What is your favorite and why??

    The prize winner will be randomly selected on the 9th September where ONE LUCKY WINNER will get to pick a prize off the epic Prize Wall! - you've got to be in it, to win it!


    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 27.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-26-2022 00:09
    No replies, thread closed.
    Great video, my favorite is the revamp of the library.  This is super helpful for those quick searches and showcasing of top items...THANKS!!!

    ------------------------------
    Katie Ladell
    Genesys - Employees
    ------------------------------



  • 28.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-29-2022 05:07
    No replies, thread closed.
    Hi Katie,

    That's great to hear, we love feedback about the community  😀

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 29.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    Posted 08-26-2022 03:34
    No replies, thread closed.
    Hi! the COACHING SCHEDULER it`s the best for me and had no idea about this until I watched the video

    Thank you!


    ------------------------------
    CLAUDIA PENA
    Konecta Gestión Integral de Procesos SL
    ------------------------------



  • 30.  RE: Our WEM Top 5 Favorite Features - share your thoughts?

    GENESYS
    Posted 08-29-2022 05:09
    No replies, thread closed.
    Hi Claudia,

    Your reply was great to read - we know we are doing the right thing when we receive comments like yours  😀

    Thank you


    ------------------------------
    Tracy
    Genesys
    ------------------------------



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