Workforce Engagement Management

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WFM Cloud Notifications

  • 1.  WFM Cloud Notifications

    Posted 08-24-2020 10:01
    Edited by John Watkinson 08-24-2020 10:20
    Can a user be alerted to a schedule change for "another" ACD activity

    Example:   John is scheduled for On Queue (Main Queue) from 8:00am - 10:00am  -  then from 10:00am - 11:00am he is schedule for On Queue Front Desk Queue.  Both are On Queue activities - We are trying to see if we can get alerted for the On Queue Front Desk Queue, which is scheduled.

    I am seeing the same behavior for training's as ACD - I have a 15-minute CBT then followed up with a 30-minute New Hire Training - We are not getting alerted for the 2nd training.

    Thank you


    #WorkforceManagement

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    John Watkinson
    Avtex Solutions, LLC
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  • 2.  RE: WFM Cloud Notifications

    GENESYS
    Posted 08-25-2020 13:11
    Adherence (real-time, historical, and out of adherence notifications) is all done at the activity category 'level'. Adjacent activities with the same activity category would be treated as the same. The agent would only receive an out of adherence notification if their presence didn't match their scheduled activity category. Them being compliant for one on queue would mean they will be compliant for the adjacent on queue activity.

    Sounds like what you are asking for is really scheduled activity reminders. That idea can be found here: https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-71

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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  • 3.  RE: WFM Cloud Notifications

    Posted 08-25-2020 13:36
    Thanks Jay

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    John Watkinson
    Avtex Solutions, LLC
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