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Hi,today saw that highly anticipated release of the Genesys Cloud Coaching Integration with Workforce Management.AI-enabled coaching scheduling streamlines the coaching process and gives your teams more time to focus on improving performance.With today's release of Coaching appointment scheduling with workforce management, quality managers and supervisors can more easily schedule ad-hoc coaching sessions on their own, without having to request availability from other teams. Quality managers select the best available appointment time from options based on workforce management schedules.Genesys Cloud Coaching is available for Genesys Cloud 3 users.#Learning/Coaching#Performance Management#QualityManagement
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Hi Shelby, no at the moment Coaching with WFM only allows for suggested slots. The intention here is that non-analysts/schedulers can be given permission to autonomously schedule coaching without causing an undesired impact on Service Goals.
When using Coaching without WFM we do use it more as a diary event as we have no way of knowing the Employee, or facilitators, actual availability or the Service Goal impact.
We are working on a new Activity Planner feature that will work with WFM and enable recurrence. As part of this new feature, you can set specific Service Goal Impacts.You can see more detail on this idea in the Genesys Ideas lab:WFMSCH-I-72 - Activity Planner IdeaPaul