Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap // September 

10-07-2022 06:58

September 2022 

Hello, Community Members!
Genesys Cloud CX WEM team keeps working hard to deliver new and exciting features and capabilities! so let's take a look at what was released during September for WEM.

Resource Management

Quality Assurance & Compliance

Employee Performance
Administrators can now use extended voice transcription services, which use a third-party transcription engine, to extend the capabilities and languages available for transcription to Genesys Cloud organizations. Initially, only US English and Japanese transcription will be available. Extended voice transcription services incur an additional cost per minute. For more information, see Configure voice transcription. 

Performance managers and supervisors can now use the new gamification Detected Topics metric type to gauge performance based on content of the interaction. This metric provides the percentage of interactions analyzed for topic spotting and includes data about whether the agent has spoken or referenced selected topics. For more information, see Configure gamification profile metrics.


    If you want to learn more about upcoming releases, feel free to reach out to the Product Management team and schedule a chat.

    #Genesys Cloud CX
    #Workforce Engagement Management
    #SpeechandTextAnalytics
    #Learning/Coaching
    #Gamification
    #Interaction/ScreenRecording
    #Performance Management

    https://www.genesys.com/capabilities/wem-workforce-engagement-management
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