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  • 1.  Coaching - with Workforce Management and suggested time slots

    GENESYS
    Posted 02-10-2021 17:12
    Edited by System 01-26-2024 19:29
      |   view attached
    No replies, thread closed.
    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.

    Haven't scheduled a coaching session before? Learn how with the attached demo

    #Learning/Coaching
    #Performance Management
    #QualityManagement

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    Paul Wood
    Genesys - WEM Product Manager
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  • 2.  RE: Coaching - with Workforce Management and suggested time slots

    Posted 02-15-2021 14:05
    No replies, thread closed.
    Hi Paul, 

    Does this feature allow WFM users to set parameters to only allow certain days to be scheduled and/or set a threshold to only allow scheduling when there's a certain net staff per interval requirement set?

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    Trey Smith
    Bright Horizons Family Solutions LLC
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    Original Message


  • 3.  RE: Coaching - with Workforce Management and suggested time slots

    GENESYS
    Posted 02-16-2021 05:41
    No replies, thread closed.

    Hi Trey,

    Currently the feature finds the 10 slots with the highest available staffing difference in the chosen schedule and allows the user to pick one of those. It also shows the staffing difference, to avoid people inadvertently booking a slot when the staffing difference is low.

    I think the ability to restrict certain days from being scheduled and the ability to set a threshold below which sessions can't be booked both sound like good ideas for possible future enhancements.

    I will feed the ideas back to the team, so can you let me know if you are thinking of  preventing one off days - such as don't allow scheduling on July 4th,  or  repeating days -  for example don't allow booking on Fridays?



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    Stephen Gardner
    Genesys - WEM Engineering
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    Original Message


  • 4.  RE: Coaching - with Workforce Management and suggested time slots

    Posted 02-16-2021 19:32
    No replies, thread closed.
    Hi, I can see this will be a useful feature, just a few questions. Could the WFO team 'create' slots for team leaders to choose, rather than automated by the system? It looks like these are auto approved, so nothing comes to WFO to review any new coaching slots booked - will they also receive a notification? Would just like that second sight in case they choose an agent with specialists skills that we're short on - as I assume WFM will be looking at slots based on overall centre, not specific activities?​

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    Karen Bolton
    Water Corporation
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    Original Message


  • 5.  RE: Coaching - with Workforce Management and suggested time slots

    GENESYS
    Posted 02-23-2021 13:54
    No replies, thread closed.
    Hi Karen,

    All involved users, the Attendee, Facilitator or Create receive inbox notifications.  However, it seems that you are looking for a Workforce Planner to also be notified.  Is that correct?  Would that be through email or some other mechanism?

    Note that the best time slots are calculated based on the highest staffing differences based on Meeting, Training, On Queue and Off Queue activity times.

    The intent here is to minimize work for Workforce Planners to not require approval.

    Any other feedback on this would be greatly appreciated.


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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
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    Original Message


  • 6.  RE: Coaching - with Workforce Management and suggested time slots

    GENESYS
    Posted 02-24-2021 09:39
    No replies, thread closed.
    I think there is a level of "notification" that would be helpful for WFM staff in order to keep them in the loop.  I think an admin screen in WFM like the Time off Request and shift trade screen would fill that need without overburdening WFM with notifications.


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    Daniel Rickwalder
    Genesys
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    Original Message


  • 7.  RE: Coaching - with Workforce Management and suggested time slots

    Posted 02-24-2021 18:27
    No replies, thread closed.
    Hi, yes Daniel has hit the nail on the head :) the WFM team need to be across changes throughout the day - as, for example, they could be working ​on utilising the interval that has capacity with something else, and then there's a clash with these spots taken by TLs. line of visability would be great - not necessarily to approve [but that would be a great to have as an option for smaller teams]

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    Karen Bolton
    Water Corporation
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    Original Message


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