Genesys Cloud - August 12, 2024
Auto-termination for closed workitem statuses
Administrators can now enable auto-termination for specific closed workitem statuses, which automatically terminates workitems when they reach certain statuses within the closed category. The automated process reduces overhead and ensures that workitems are accurately checked as closed. This feature helps the organization achieve service levels more efficiently and provides accurate data for reporting, which allows for better business process management and a cleaner workitem backlog. Previously, closing workitems required manual intervention; the use of APIs; or setting up triggers, workflows, or data actions.
Where:
- Admin > Task Management > Worktypes > Status Transition Builder tab > Closed Category > Add Status > Terminate workitem on selection of status
One of the following licenses:
- Work Automation Add-on
Read more:
Activity plans for optimal workforce management scheduling
Administrators and planners can now apply workforce management activity plans to determine the best time to schedule activities for individuals or groups of agents, independent from the work plan and with the option to include a facilitator. Activity plans apply such factors such as service goals, staffing levels, minimum and maximum group sizes, maximum simultaneous sessions, maximum total sessions, last scheduled date, and recurrence periods. The process automatically updates rule-based attendee and facilitator lists at runtime. This feature allows more scheduling flexibility and helps planners accommodate ad hoc activities such as 1:1, team, or all-hands meetings, and better align with organizational goals. Previously, administrators manually scheduled activities for particular times, days, or weeks within work plans.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
