Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap // October 

11-08-2022 03:48

October 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
Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents.  Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. 

Genesys cloud updated the workforce management user interface to improve accessibility. Updates include highlighting objects that have focus and enabling more keyboard functionality. These changes do not impact the workflow of the UI. Voice transcription support is now available for Arabic (ar-001). For more information, see Genesys Cloud supported languages.


    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
    #Workforce Management
    #SpeechandTextAnalytics

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