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Genesys Cloud WEM | Monthly Recap // November 

12-01-2022 10:31

November 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
Supervisors can now disable user access to Genesys Tempo™. This feature allows administrators to select which users can use the mobile app. For more information, see Why am I receiving a Permissions Error Message? and When will I be notified if my access to Genesys Tempo™ has been revoked?.  Genesys Cloud improved voice transcription accuracy for Spanish dialects (es-ES and es-US). For more information, see Genesys Cloud supported languages. Contact center managers and supervisors can now use an improved process to add an agent to an existing coaching appointment. For more information, see Add an interaction to an existing coaching appointment.
Contact center managers and supervisors can now use an improved process to add an agent to an existing coaching appointment. For more information, see Add an interaction to an existing coaching appointment.  Contact center managers and supervisors can now use the Interaction Details view to display limited information, including recording playback, about interactions older than 1.5 years. This feature is available in the following regions: Asia Pacific (Sydney), Asia Pacific (Seoul), Asia Pacific (Tokyo), Canada (Canada Central), EU (Ireland), EU (London), and South America (São Paulo). For more information, see Retention period for analytics data and recording. 

Contact center managers and administrators can now view aggregate historical adherence and schedule data in the new historical shrinkage view. Managers can use the shrinkage data to compare planned and actual activities that impacted agents’ utilized time. Managers can then use the data to refine staffing requirements and to generate schedules using platform-based data and insights. For more information, see About workforce management, Historical shrinkage overview, Navigate the historical shrinkage view, and Access the historical shrinkage view.

Topic miner analyzes conversation transcripts to determine commonly used phrases and groups them into topics, complete with real-world utterances. Administrators can refine and customize the topics and phrases, and then import them into the topic manager for use in speech and text analytics. This feature enables analysts to use the mined data to create new topics or improve existing topics and minimizes the need to rely on business process knowledge and manual call review. For more information, see About the topic miner. 


Agents can now view work plan information, including possible shifts and the window of shifts that are planned for unpublished weeks, in their schedule. This information helps agents anticipate and manage their work schedule more effectively. For more information, see View your schedule.
Contact center managers and supervisors can now filter topics by dialect in the Topic Trends Summary view. The filter allows managers and supervisors to find the topics and information they need more quickly. For more information, see Topic Trends Summary view. 


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
#ScheduleManagement
#SpeechandTextAnalytics
#Coaching and Training
#Interaction Analytics
#Interaction/ScreenRecording
#TempoMobile

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