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Genesys Cloud Coaching integration with WFM Schedule

  • 1.  Genesys Cloud Coaching integration with WFM Schedule

    GENESYS
    Posted 06-16-2020 05:11

    May I confirm the integration between coaching schedule and WFM schedule?

    It's not combined with WFM schedule, I need to go to different places to see the coaching schedule and on queue \ meal \ other activities' schedule. Correct?


    #CoachingandTraining

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    Annica Luo
    Genesys - Employees
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  • 2.  RE: Genesys Cloud Coaching integration with WFM Schedule

    GENESYS
    Posted 06-16-2020 07:19

    Hi Annica,

    At the moment Coaching is more of an Appointment/booking system. Where we can build a Coaching package, including the Interactions and supporting documentation and booked a time for both the Agent and Coach to meet. Checking to see if the Agent/Coach has any other Coaching Appointments,  but this is not linked to WFM. 

    In the next Feature release of Coaching, we are looking to add WFM integration and have the top 10 best slot suggestions for the Quality Manager/Supervisor to choose from.

    The slots will take into consideration:

    • Availability of all parties on the Coaching Appointment
    • Check Coaching for other Coaching Appointments and possible clashes
    • Check WFM schedules for clashes like Meals and Breaks

    The suggested slots will show the current under/over staffing level along with a Red, Amber and Green impact indicator.

    When a slot is selected and the Coaching Appointment saved a "Training" activity will be added to the WFM schedule, all parties will also receive the normal inbox notifications advising them of the Appointment.



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    Paul Wood
    Genesys - Employees
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