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WFM Coaching configuration - functionally enhancement

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  • 1.  WFM Coaching configuration - functionally enhancement

    Posted 04-06-2022 12:12
    No replies, thread closed.

    Employee Performance
    Hello, Community Members!
    Ensuring that employees are receiving the best support, guidance, and training, while maintaining the provision of the service with the best quality, without delays and when required is not an easy task.
    To improve and overall employee experience Genesys Cloud Workforce Engagement Management provides one-click functionalities and Next best Actions, that promote collaboration, and better ways to work together.
    Today we present a new enhancement that seeks to elevate the work done by workforce planners when creating a schedule, improves coaching time slot selection for managers, and helps employees access the necessary coaching, without impacting the schedule they must follow.
    What would you be able to do?
    • When configuring activity codes planners are now able to configure restrictions, controlling if the activity can be interrupted by Coaching or not. Giving them the control to decide where Coaching could and should happen.
    • Quality managers and quality evaluators will be able to see the best time slot for scheduling a coaching session without impacting other activities like general meetings, or off queue time.
    A little learning goes a long way
    This is just a short preview of Coaching. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about Coaching in our Genesys Resource Center.
    Help my PureCloud Quality Assurance & Compliance Resources

    #Learning/Coaching
    #Performance Management
    #QualityManagement
    #Workforce Engagement Management

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    Natalia Abad
    Genesys - Employees
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