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

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    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
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  • 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

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    Michele Fisher
    Genesys - Employees
    Director, Product Management
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