Genesys Workforce Engagement
From Genesys Documentation
Genesys Workforce Engagement Use Cases for GenesysCloud
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|Quality Assurance and Compliance (WE01)||Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations, speech & text analytics and post-interaction survey.|
|Resource Management (WE02)||Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement.|
|Employee Performance (WE03)||Agent Skills development, Performance management and Gamification|