Workforce Engagement Management

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WFM for Agents - Other Schedules View

  • 1.  WFM for Agents - Other Schedules View

    Posted 08-20-2020 14:48
    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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  • 2.  RE: WFM for Agents - Other Schedules View

    Posted 08-25-2020 12:15
    Can you give me an example?

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    John Watkinson
    Avtex Solutions, LLC
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  • 3.  RE: WFM for Agents - Other Schedules View

    GENESYS
    Posted 08-25-2020 12:19
    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
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  • 4.  RE: WFM for Agents - Other Schedules View

    Posted 08-25-2020 12:27
    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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