Workforce Engagement Management

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Genesys Cloud WEM | Monthly Recap // September

10-03-2023 07:43

Tracy Vickers

September 2023

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 this September for WEM.

Resource Management	Quality Assurance & Compliance	Employee Performance
	Manually add words to the dictionary backend Administrators can now manually include specific terms and phrases to enhance the accuracy of term identification and improve transcription precision. For more information, see About speech and text analytics.	Workforce Engagement Management (WEM) activity view in external web environments Agents can now access schedules, evaluations, and their scorecard and leaderboard via the agent activity views embedded within web environments such as Salesforce. This feature enables agents to perform important tasks in a single view instead of switching between Genesys Cloud and other desktop environments. For more information, see Workforce Engagement Management (WEM) activity view in external environments.
	Out-Of-The-Box (OOTB) process updates Administrators can now update out-of-the-box topics for the latest Genesys Cloud out-of-the-box versions. This update merges topics to add exact match capabilities for numerous phrases. The new replace and merge option refreshes the entire OOTB topic list, replaces unmodified topics, merges modified topics, and deletes obsolete topics and phrases. For more information, see Out-of-the-box topics.
	Manually add words to the dictionary backend Administrators can now manually include specific terms and phrases to enhance the accuracy of term identification and improve transcription precision. For more information, see About speech and text analytics.

Beta programs & feedback	Ideas Lab	Upcoming events
Sponsor User Program	Popular WEM ideas Genesys Cloud Roadmap Submit your idea!	G-Summit SouthEast Asia 2023 Oct 10-12 \| Conference WEM Bitesize webinar series \| Session 1: Performance Management, Learning and Coaching Oct 12 \| Webinar ICMI Contact Center EXPO Oct 16-19 \| Conference
BETA HQ Community		What's Next Series \| Genesys Cloud Workforce Engagement Management - October Oct 12 \| Webinar WEM Bitesize webinar series \| Session 2: Quality Management, Speech and Text Analytics Oct 19 \| Webinar WEM DEEP DIVE SERIES \| The Right Smile At The Right Time - Gamification Oct 25 \| Webinar WEM Bitesize webinar series \| Session 3: Automation, Forecasting and Scheduling Oct 26 \| Webinar

Beta programs & feedback

Ideas Lab

Upcoming events