Important: Feature deployment schedule
Genesys is modifying the regional deployment schedule for the release of new features. This week’s features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.

Workforce engagement

Change daily values and distribution forecast modification type

Forecasters can now use the new Change daily values and distributions modification type to see a day’s predicted Offered or AHT values and the associated distribution. Administrators and supervisors can click a specific day of the week to see the daily value, broken down into 15-minute intervals, and the daily value distribution, and then copy a new value into the Modified column to view the impact on AHT/Offered distributions. They can also override the current Offered/AHT values with values from a selected historical day. This feature helps prevent the organization from reaching the current modification limits by wrapping multiple modifications into one modification. For more information, see Work with Change Daily Values and Distributions modification, Forecast modifications , and Add a forecast modification. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Notes:
  • Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
  • Some features may require an integration add-on.