Genesys Workforce Engagement

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


Genesys Workforce Engagement Use Cases for GenesysCloud

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Use Case Subtitle
Use Case Subtitle
Genesys Agent Assist (EE31) Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs.
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

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