Genesys Workforce Engagement

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This topic is part of the manual Genesys Multicloud CX Use Cases for version Current of Genesys Use Cases.


Genesys Workforce Engagement Use Cases for Genesys Multicloud CX

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Use Case Subtitle
Use Case Subtitle
Genesys Training and Activity Scheduling (EE12) Manage training, coaching and offline activities scheduling across the workforce
Genesys IVR Recording (EE21) Record the entire IVR interaction
Genesys WFM Third-Party Integration (EE27) Enable bi-directional Integration of WFM with 3rd party systems
Genesys Task-based Scheduling (EE28) Control the scheduling of the sequence of task agents work on
Genesys Forecasting and Scheduling (WF01) Optimize employee utilization and operational effectiveness by forecasting and scheduling for all omnichannel interactions while empowering staff through various scheduling techniques and empower employees with self-administration of their schedule.
Genesys Interaction Analytics (WF02) Achieve deeper operational insights with speech and text analytics improving agent and customer experiences while enforcing compliance and legal responsibilities.
Genesys Speech Analytics (WF03) Gain basic insight into voice interactions using speech analytics
Genesys Interaction Recording (WF04) Record all interactions to improve training, compliance and efficiency.
Genesys Voice and Screen Recording (WF05) Record voice and screen interactions
Genesys Quality Management (WF06) Improve employee performance with quality management