Hey Michele,
Kaylee wrote me back with the following:
In response to #2-we approach our center with a team approach, we don't focus on individual performances/schedules and try to make sure we achieve our service goals together. Our team members are mindful of coverage on the lines (seriously, I have the best team 😊) and they'd like to see what else is going on before scheduling their own meetings/projects etc. that may need to occur during their shifts. If they can only see their schedule, they won't know the impact of their activities on others or the call center.
Looking forward to the enhancements with outbound volumes and allowing agents to control the schedule more!
------------------------------
Matt Lawson
Genesys - Employees
Manager, Online Communities
------------------------------
Original Message:
Sent: 05-28-2020 13:06
From: Michele Fisher
Subject: Queues, Scheduling, and Meetings, Oh My!
Hi Kaylee,
- How do you use a queue with only outgoing call data to show demand and staffing needs? MF: We don't currently support outbound natively, but is something we have on our radar.
- Can the entire team's schedule be viewed as an agent? I know they can see their shift, but is the full schedule view only an admin privilege? MF: This is on our roadmap (no dates yet), but we are curious about why you want this functionality.
- Can agents manage their own meetings, PTO, shift adjustments, etc. without having to submit a request? Or does any time off-queue have to be approved? MF: This too is a roadmap item, but we don't have dates for delivery yet.
------------------------------
Michele Fisher
Genesys - Employees
Director, Product Management
Original Message:
Sent: 05-28-2020 13:00
From: Matt Lawson
Subject: Queues, Scheduling, and Meetings, Oh My!
Hey everyone,
Kaylee wrote in with the following questions:
I have several questions to discuss during the AMA today:
- How do you use a queue with only outgoing call data to show demand and staffing needs?
- Can the entire team's schedule be viewed as an agent? I know they can see their shift, but is the full schedule view only an admin privilege?
- Can agents manage their own meetings, PTO, shift adjustments, etc. without having to submit a request? Or does any time off-queue have to be approved?
#AskMeAnything(AMA)
#Genesys Cloud
------------------------------
Matt Lawson
Genesys - Employees
Manager, Online Communities
------------------------------