We do have an idea for configuration of Schedule Reminders in our Ideas Lab. It is highly voted on but not yet on the roadmap due to some higher priorty/higher voted items that we are still working on but due to the high # votes it is definitely moving up the list. Thanks for adding an idea and feel free to vote/add comments to this one as well. https://genesyscloud.ideas.aha.io/ideas/WEM-I-331
Original Message:
Sent: 02-22-2023 16:10
From: Jacqueline Turner
Subject: Agent Alerting (Activity Reminders)
Thank you for your help, Michele.
I did not see it in the Ideas Lab, so I submitted it there as well.
Have a great day!
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Jacqueline Turner
New York Central Mutual Fire Insurance Co-
Original Message:
Sent: 02-22-2023 14:48
From: Michele Fisher
Subject: Agent Alerting (Activity Reminders)
Hi Jacqueline,
I am not aware of any current roadmap plans for this, however I'm copying in @Christopher Johnson who manages the resource management PM team (I have since moved on to a different role). Have you checked the ideas lab? We always encourage customers to submit requests such as these there so they can be properly tracked and managed.
Thanks!
Michele
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Michele Fisher
Genesys - Employees
Director, Product Management
Original Message:
Sent: 02-22-2023 13:38
From: Jacqueline Turner
Subject: Agent Alerting (Activity Reminders)
Hi Michele,
Is there an idea or something on the road map to have some sort of control for the frequency of these reminders? (It a Supervisor or an Admin can turn on/off the reminders in general or if we can 'don't show again for 1 hour"?
We're not like most call centers, so when one of our Agents take a break (we don't schedule them), they get an alert.
If they go off queue to handle an email, return a call to a customer - if it's not scheduled, they get an alert.
It seems like we get reminders about every 15-20 minutes and it is an annoyance to our agents currently.
I've tried to play with the adherence exceptions/threshold in hopes it would help minimize some of those alerts, but to no avail.
Do you have any suggestions? Thank you! =)
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Jacqueline Turner
New York Central Mutual Fire Insurance Co
Original Message:
Sent: 05-28-2020 12:37
From: Michele Fisher
Subject: Agent Alerting (Activity Reminders)
Hi Everyone,
We are currently looking at WEM notifications in general and more specifically, agent schedule/adherence notifications. We are not in a place yet to share what exactly we will be delivering, but the ability for agents to have more say in how alerts work for them is on the short list of ideas we are looking at. There is a request for this on the Ideas Lab (https://genesys.aha.io/ideas/CLWFO-I-71) so please feel free to add your use case there for consideration. You can also track the progress of this Idea as we start to implement it.
Kind regards,
Michele
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Michele Fisher
Genesys - Employees
Director, Product Management
Original Message:
Sent: 05-28-2020 12:31
From: Matt Lawson
Subject: Agent Alerting (Activity Reminders)
Hey Everyone,
Javette emailed with the following question:
Could you please advise if Genesys Cloud WFM agent alerting is on the roadmap?
- Agents would like to be able to view reminders 15 min prior to activity via their schedule
- For all activities (similar how Optimizer is currently setup)
- Currently receiving a reminder when the agent is out of adherence and need to change status
Any information you can provide would be great.
Thank you
#AskMeAnything(AMA)Event
#WorkforceManagement
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Matt Lawson
Genesys - Employees
Manager, Online Communities
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