Workforce Engagement Management

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Agent Alerting (Activity Reminders)

  • 1.  Agent Alerting (Activity Reminders)

    GENESYS
    Posted 05-28-2020 12:31
    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)
    #WorkforceManagement

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
    ------------------------------


  • 2.  RE: Agent Alerting (Activity Reminders)

    GENESYS
    Posted 05-28-2020 12:38
    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

    ------------------------------
    Michele Fisher
    Genesys - Employees
    Director, Product Management
    ------------------------------



  • 3.  RE: Agent Alerting (Activity Reminders)

    Posted 09-23-2020 15:52
    Hello,
    What is the status of this? Will it be on all versions? We just recently moved to the new WFM Web for Agents.
    Checking to see if we have access to the Ideas Lab, the link does not work for me.
    Thank you,

    ------------------------------
    ZoeBeatty
    Workforce Management Specialist
    Las Vegas Valley Water District
    ------------------------------



  • 4.  RE: Agent Alerting (Activity Reminders)

    GENESYS
    Posted 09-23-2020 16:01
    Hi Zoe,

    The above discussion regarding agent activity alerting was for the Genesys Cloud platform.  WFM Web is a Genesys Engage product and we have no plans to re-evaluate agent notifications at this time.

    Kind regards,
    Michele

    ------------------------------
    Michele Fisher
    Genesys - Employees
    Director, Product Management
    ------------------------------



  • 5.  RE: Agent Alerting (Activity Reminders)

    Posted 09-23-2020 16:59
    That's unfortunate. Do you not consider this an important feature to set an agent up for success in regards to adherence, or is there another alternative I'm not aware of?

    ------------------------------
    ZoeBeatty
    Workforce Management Specialist
    Las Vegas Valley Water District
    ------------------------------



  • 6.  RE: Agent Alerting (Activity Reminders)

    GENESYS
    Posted 09-23-2020 16:02
    Hey Zoe,

    You can request an ideas lab account here: https://genesyspartner.force.com/customercare/RequestAccount

    Once you have access, you can check on that ticket's status. Someone from the WEM Team may have more info, but I hope you enjoy the ideas lab!

    Thanks,

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 7.  RE: Agent Alerting (Activity Reminders)

    Posted 09-23-2020 16:12

    Got it, thank you

    This is one I had not bookmarked.

    Zoe