Genesys Workforce Engagement
From Genesys Documentation
(Redirected from UseCases/Public/GenesysCloud/Workforce EngagementUseCases)
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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