Workforce Engagement Management

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I believe this behavior is usually related to the queue's routing configuration rather than the agent doing something intentionally. Depending on how the queue is configured, an agent can remain Idle while interactions are waiting. For example, ...

Hi! I'm not usually part of the workforce planning team, but during WFM implementations these are the main capabilities I typically present to the teams that will be responsible for Capacity Planning. I usually focus on features such as long-term ...

Hi, I would not recommend splitting MUs by supervisor - you can create work teams and/or groups for those easy views. For Management Units, think about the biggest way agents are segmented where you need to decide the different types of coverage. ...

Done. ( WEQUAL-I-550) Please feel free to elaborate on it further and I encourage everyone to vote for it. Thanks for your help. ------------------------------ Nicki Dehn Senior Cloud Partner AAA Club Alliance ------------------------------

Hi Petek, Thank you for reaching out. I can certainly help with the first scenario relating to Activity Plans. From what you've shared, it looks like you've uncovered an edge case where the scheduling window is exactly the same length as the ...

Would this also mean that it is not possible to only publish one management unit at a time after the initial generation of the schedule? They are sharing resources for the overnight and weekend coverage. ------------------------------ Isabelle Bourgie ...

Exactly the same for me - I can access other ideas pages, including other ideas in the WESCH section, just not this one! Ironic as this is a great idea and a feature I really miss since moving to Genesys from Verint. I will definitely be voting for ...