Workforce Engagement Management

I was wondering if anyone has ever allowed their agents to link their Genesys schedules to Outlook via the URL. If so, how is that working and how long does it take Outlook to update if there is a change made in Genesys on their schedule?

Add your workforce management schedule to an external calendar View summary - Genesys Cloud Resource Center

I was wondering if anyone has ever allowed their agents to link their Genesys schedules to Outlook via the URL. If so, how is that working and how long does it take Outlook to update if there is a change made in Genesys on their schedule?

Add your workforce management schedule to an external calendar View summary - Genesys Cloud Resource Center

As a partner, we had a couple of customers that were interested in this sync. It was a couple of years ago. One of the down sides I noticed then was it wouldn't sync to the primary calendar and instead created a 2nd calendar just for the agent. It also would sync everything which the customer only wanted to sync certain elements, like Meetings, trainings. If schedule syncing has now be allowed to the primary calendar and you can choose the elements you want then it would be very helpful. Looks like per the documentation, in outlook it still only shows on the 2nd calendar not the primary (The workforce management schedule subscription appears on your other calendars.)  We attempted to quote a custom software service with our customer, but abandoned for cost.

Another customer wanted to be able to schedule meetings in Outlook and then have them appear in the agents WFM schedule. That was substantially more difficult and was abandoned purely for cost. 

Anyway that was the experience we had. 

I was wondering if anyone has ever allowed their agents to link their Genesys schedules to Outlook via the URL. If so, how is that working and how long does it take Outlook to update if there is a change made in Genesys on their schedule?

Add your workforce management schedule to an external calendar View summary - Genesys Cloud Resource Center

Thank you!

As a partner, we had a couple of customers that were interested in this sync. It was a couple of years ago. One of the down sides I noticed then was it wouldn't sync to the primary calendar and instead created a 2nd calendar just for the agent. It also would sync everything which the customer only wanted to sync certain elements, like Meetings, trainings. If schedule syncing has now be allowed to the primary calendar and you can choose the elements you want then it would be very helpful. Looks like per the documentation, in outlook it still only shows on the 2nd calendar not the primary (The workforce management schedule subscription appears on your other calendars.)  We attempted to quote a custom software service with our customer, but abandoned for cost.

Another customer wanted to be able to schedule meetings in Outlook and then have them appear in the agents WFM schedule. That was substantially more difficult and was abandoned purely for cost. 

Anyway that was the experience we had. 

I was wondering if anyone has ever allowed their agents to link their Genesys schedules to Outlook via the URL. If so, how is that working and how long does it take Outlook to update if there is a change made in Genesys on their schedule?

Add your workforce management schedule to an external calendar View summary - Genesys Cloud Resource Center