Workforce Engagement Management

Spring has sprung, the grass has riz and so have the flowers! And with them come a fresh wave of enhancements designed to boost process efficiencies and unlock even more value from Genesys Cloud WEM - take a look at what's new!

Speech and Text Analytics:

• Expedite processes and trends understanding with Acoustic Metrics & Interaction Management. Genesys Cloud WEM just made it easier to uncover insights faster with new enhancements to Speech and Text Analytics. Users can now search conversations by acoustic metrics like silence percentage and overtalk instances, helping to pinpoint coaching needs and customer friction points more efficiently. Plus, the ability to select multiple interactions and save them for later review streamlines quality management workflows-giving teams greater flexibility and control over analytics-driven actions.
• Language Expansion & Sentiment Enhancements expand global support while maintaining regulatory confidence and safeguarding customer trust with expanded language capabilities across new support for Swiss German and Hebrew transcription, and Hindi sentiment and empathy analysis. Updates also bring better transparency in sentiment scoring, customer data protection with sensitive data masking, EU compliance controls for sentiment analysis, and extended transcription coverage in Turkish.

Recording:

• Improve search capabilities now to include screen recordings - easily identify and retrieve interactions with screen recordings allowing for evaluation and deeper review based on quality and business needs.
• As agents handle more complex interactions and after-call work (ACW), Genesys Cloud has increased screen recording duration for ACW up to 60 minutes. This ensures quality and compliance monitoring on those more complex issues that require more effort after the conversation ends.

Employee Performance:

• Better align schedules with activities that align with business needs with custom activity codes for coaching and learning, giving businesses more flexibility in how they categorize coaching and learning activities.
• Streamline workflows by automating processes based on coaching and learning state changes such as updating agent skills or custom metrics in gamification, reducing manual effort and improving efficiency.
• Ensure training remains relevant to current individual responsibilities and performance goals now by easily adjusting and managing automatic assignments for development and feedback modules at an individual level without requiring additional permissions.

Workforce Management:

• Genesys Cloud WFM is delivering new enhancements to make planning, forecasting, and routing more precise and adaptive to real-world needs. Forecasters can now import multiple historical data files without losing previous records, making data migrations more flexible and preserving vital forecasting accuracy across queues. This saves time, reduces manual errors, and ensures smoother transitions during system updates or migrations.
• Supervisors and business admins also gain new routing possibilities: now Estimated Wait Time (EWT) can be requested by specific labels, like "billing" or "technical support", enabling faster interaction prioritization and more personalized service experiences. By combining media types and labels, companies can improve resource allocation and reduce customer wait times.
• Monthly scheduling constraints empowers planners to balance shifts across full calendar months, supporting better workload distribution, agent satisfaction, and long-term staffing stability. These innovations drive higher operational efficiency, employee engagement, and customer satisfaction at scale.

Genesys Cloud EX:

• Expand your data set and enhance workforce management and employee performance capabilities in Genesys Cloud EX with email interaction data sync to support an omnichannel business.

#Workforce Management
#Forecasting
#ScheduleManagement
#Intraday,Shrinkage,Adherence
#Gamification
#CoachingandLearning
#QualityEvaluations
#SpeechandTextAnalytics
#Recording,Policies

------------------------------
Lindsey Ray Bonanni
Director, Product Marketing
------------------------------

Spring has sprung, the grass has riz and so have the flowers! And with them come a fresh wave of enhancements designed to boost process efficiencies and unlock even more value from Genesys Cloud WEM - take a look at what's new!

Speech and Text Analytics:

• Expedite processes and trends understanding with Acoustic Metrics & Interaction Management. Genesys Cloud WEM just made it easier to uncover insights faster with new enhancements to Speech and Text Analytics. Users can now search conversations by acoustic metrics like silence percentage and overtalk instances, helping to pinpoint coaching needs and customer friction points more efficiently. Plus, the ability to select multiple interactions and save them for later review streamlines quality management workflows-giving teams greater flexibility and control over analytics-driven actions.
• Language Expansion & Sentiment Enhancements expand global support while maintaining regulatory confidence and safeguarding customer trust with expanded language capabilities across new support for Swiss German and Hebrew transcription, and Hindi sentiment and empathy analysis. Updates also bring better transparency in sentiment scoring, customer data protection with sensitive data masking, EU compliance controls for sentiment analysis, and extended transcription coverage in Turkish.

Recording:

• Improve search capabilities now to include screen recordings - easily identify and retrieve interactions with screen recordings allowing for evaluation and deeper review based on quality and business needs.
• As agents handle more complex interactions and after-call work (ACW), Genesys Cloud has increased screen recording duration for ACW up to 60 minutes. This ensures quality and compliance monitoring on those more complex issues that require more effort after the conversation ends.

Employee Performance:

• Better align schedules with activities that align with business needs with custom activity codes for coaching and learning, giving businesses more flexibility in how they categorize coaching and learning activities.
• Streamline workflows by automating processes based on coaching and learning state changes such as updating agent skills or custom metrics in gamification, reducing manual effort and improving efficiency.
• Ensure training remains relevant to current individual responsibilities and performance goals now by easily adjusting and managing automatic assignments for development and feedback modules at an individual level without requiring additional permissions.

Workforce Management:

• Genesys Cloud WFM is delivering new enhancements to make planning, forecasting, and routing more precise and adaptive to real-world needs. Forecasters can now import multiple historical data files without losing previous records, making data migrations more flexible and preserving vital forecasting accuracy across queues. This saves time, reduces manual errors, and ensures smoother transitions during system updates or migrations.
• Supervisors and business admins also gain new routing possibilities: now Estimated Wait Time (EWT) can be requested by specific labels, like "billing" or "technical support", enabling faster interaction prioritization and more personalized service experiences. By combining media types and labels, companies can improve resource allocation and reduce customer wait times.
• Monthly scheduling constraints empowers planners to balance shifts across full calendar months, supporting better workload distribution, agent satisfaction, and long-term staffing stability. These innovations drive higher operational efficiency, employee engagement, and customer satisfaction at scale.

Genesys Cloud EX:

• Expand your data set and enhance workforce management and employee performance capabilities in Genesys Cloud EX with email interaction data sync to support an omnichannel business.

#Workforce Management
#Forecasting
#ScheduleManagement
#Intraday,Shrinkage,Adherence
#Gamification
#CoachingandLearning
#QualityEvaluations
#SpeechandTextAnalytics
#Recording,Policies

------------------------------
Lindsey Ray Bonanni
Director, Product Marketing
------------------------------