We recently learned that there is an option in GAX to control what agent's see in "other schedules" on WFM for Agents. We do not have access to this panel/section in GAX and we are actively working with Genesys Support to change the default settings to a setting of less visibility. Our agents are currently able to see practically every detail of the other agent's schedules, which is definitely a sensitivity issue in our union shop.
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ZoeBeatty
Workforce Management Specialist
Las Vegas Valley Water District
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Original Message:
Sent: 08-25-2020 12:18
From: Cameron Smith
Subject: WFM for Agents - Other Schedules View
Thanks John,
Zoe, could you elaborate on which details you need to suppress?
Cheers
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Cameron Smith
VP, Product Management - Workforce Engagement Management
cameron.smith@genesys.com
Original Message:
Sent: 08-25-2020 12:14
From: John Watkinson
Subject: WFM for Agents - Other Schedules View
Can you give me an example?
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John Watkinson
Avtex Solutions, LLC
Original Message:
Sent: 08-20-2020 14:47
From: Zoe Beatty
Subject: WFM for Agents - Other Schedules View
Good morning,
In the WFM interface for agents:
Is there a way to suppress or manage the level of detail that appears in the other agent schedules, and where does this live?
Thank you
#WorkforceManagement
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ZoeBeatty
Workforce Management Specialist
Las Vegas Valley Water District
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