Shipped
We show only the latest shipped items here. Visit our changelog for a full history of all updates.
Almost ready
In development
Exploring
Shipped
Generate forecasts using historical and external data, with flexible input methods (e.g., import or copy-paste into grids).
Automates the difference between actual and forecasted data, removing manual intervention.
Set end dates for skills in bulk, streamlining updates.
Allows full grid copying, including headers and values.
Reuse previous campaigns without starting from scratch.
Over 2,000 assets enabled on setup.
Use the API to start and stop recordings. Deploy Quality on Public Cloud against a generic switch.
*These items launch on February 14th for the UK and Europe and on February 22nd for the Americas.
Almost ready
An intuitive scheduling tool that enables efficient creation and management of employee work schedules within the self-contained WFX application.
AI-driven predictions based on historical CCaaS data.
A feature that enables the creation and management of work activities, allowing for detailed tracking and organization of employee tasks within the self-contained WFX application.
AI-powered schedule optimization based on CCaaS data for Workforce Experience customers.
Enables frontline workers to propose and accept shift trades directly with colleagues while ensuring appropriate staffing levels
In development
Enable WFX as an independent application for mid-market organizations seeking essential scheduling and collaboration tools.
A streamlined solution that simplifies uploading and processing Contact Center as a Service (CCaaS) data
A feature that empowers supervisors to efficiently manage and approve scheduling requests, ensuring smooth workforce operations and optimal team coverage.
Exploring
Enhanced system reliability for real-time adherence tracking and monitoring.
Real-time analytics dashboard providing insights into agent productivity and schedule adherence metrics.
Native mobile app available on iOS and Android allowing agents to view schedules and receive notifications.
Instant alerts and updates delivered to agents and managers about schedule changes, shift availability, and time-sensitive workforce events.
AI-powered virtual assistant that helps managers and agents with scheduling decisions, and workforce optimization.