Workforce Engagement Management

Resource Management

Quality Assurance & Compliance

Employee Performance

Workforce management time-off requests user interface improvements

Genesys Cloud improved the workforce management time-off requests view. These improvements ensure better visual alignment and consistency with other workforce management views and administrator page, including updated to iconography and option selection. For more information, see Work with time-off requests. 

Improvements to playback screen recordings

Workforce management and HR Integration System (HRIS) integration

Administrators and contact center supervisors can now communicate between Genesys Cloud workforce management and any external HR system. This integration enables HRIS to maintain the time-off balances while workforce management maintains capacity limits and automatic approvals. For more information, see About Workforce Management, Workforce Management and HR system integration for time-off overview.

Call recording and quality management support in Genesys Cloud EX

Organizations that have the Genesys Cloud EX license can now upload call interaction recordings from an external platform to Genesys Cloud. This feature enables supervisors to review and apply quality management evaluations to these interactions in the Genesys Cloud platform. For more information, see About Genesys Cloud EX and About quality management. 

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