Workforce Optimization (WFO) 1A bundle
Describes the WFO 1A bundle, its capabilities, and measurements in Genesys Choice.
WFO 1A bundle includes the following components:
- Interaction Recording (voice) - provides a comprehensive solution to address market needs and challenges in meeting the legal and regulatory compliance requirements, and facilitates liability and dispute resolution.
- Screen Recording - is an integral part of Active Call Recording.
- Quality Management - provides comprehensive contact center quality assurance functions for scoring and improving an agent’s performance. It allows creating questionnaires with multi-level scoring, scheduling and executing evaluations, and provides reports to spot trends.
You must have already signed up for any one of the Genesys Choice Voice or Digital bundles.
|Billable item||Concurrent and Enabled number of Users who used Voice Recording and/or Screen Recording during the billing period.|
|Unit of measure||User|
|Metric definition and capabilities||Users are counted as WFO 1A Users if they exclusively used Voice Recording and/or Screen Recording during the billing period.
Concurrent and Named licensing
Quality Management capabilities
|Data source||Genesys Info Mart database, Genesys Interaction Recording database|
|Deployment model||One global instance of Genesys Info Mart database for each tenant.|