Workforce Engagement Management

Resource Management

Quality Assurance & Compliance

Employee Performance

• Ensemble and Theta Method added to Automatic Best Method Forecasting
• Limits for time off requests and define auto approval rules

• Additional Recording and Evaluation Filters for Interactions Search
• Separate Permission for Viewing vs Downloading a Screen Recording
• Support for France French (fr-FR) and Canadian French (fr-CA) Sentiment Analysis

• Assessments to Modules and Related Types added to Development Tab
• Development Aggregate API and Agent Activity to include Assessment Data

Introducing Time Off Plans, Time Off Limits and Auto approval rules.

Administrators can now set time-off limits to manage the number of agents allowed to take time off on a particular date and time. Administrators can also create time-off plans to associate Time Off activity codes to time-off limits and configure the system to auto-approve time-off requests that do not violate time-off limits.

 Learn more:

• Work with time-off limits
• Work with time-off plans
• Agent time-off requests
• Let Me Pick Your Brain, ep 2

Available for:
Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Beta Programs & Feedback

Ideas Lab

Upcoming Events

• BETA: Refined Access Control of Recordings
• BETA: Content Search UI - Add Topics
• Sponsor User Program

• Popular WEM ideas
• Trending WEM ideas
• Submit your idea!

• GCAP Holiday Party: Wave 1
• GCAP Holiday Party: Wave 2
• Customer Contact Week Las Vegas 2021