Workforce Engagement Management

Resource Management

Quality Assurance & Compliance

Employee Performance

Activity plans for optimal workforce management scheduling

Administrators and planners can now apply workforce management activity plans to determine the best time to schedule activities for individuals or groups of agents, independent from the work plan and with the option to include a facilitator. Activity plans apply such factors such as service goals, staffing levels, minimum and maximum group sizes, maximum simultaneous sessions, maximum total sessions, last scheduled date, and recurrence periods. The process automatically updates rule-based attendee and facilitator lists at runtime. This feature allows more scheduling flexibility and helps planners accommodate ad hoc activities such as 1:1, team, or all-hands meetings, and better align with organizational goals. Previously, administrators manually scheduled activities for particular times, days, or weeks within work plans. 

Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Genesys Agent Copilot now supports knowledge surfacing, intent-based next best action, and summarization for Dutch (nl-NL), French France (fr-FR), French Canada (fr-CA), German (de-DE), Japanese (jp-JP), Portuguese Brazil, (pt-BR), Portuguese Portugal (pt-PT), Spanish Spain (es-ES) and Spanish United States and Latin America (es-US) languages.

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Genesys Cloud WEM What’s Next | August session

August 15 | Webinar