Workforce Engagement Management

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PureCloud WFM - Availability and preferences for agents

  • 1.  PureCloud WFM - Availability and preferences for agents

    Posted 07-14-2020 04:59
    Hi All,

    Regarding to availability we are searching for a way to implement this. We are a Dutch (EMEA) company and here people give up there availability (especially students, but mums as well ;).

    1. How is het possible to create availability alongside work-patterns.
    2. Is it possible for employees to create preferences.

    If yes, how..... :)

    Kind regards.
    Anouk
    #ForecastingandScheduling/Decisions

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    Anouk van Gaalen
    KPN B.V.
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  • 2.  RE: PureCloud WFM - Availability and preferences for agents

    GENESYS
    Posted 07-16-2020 13:59
    Nothing really via the current tool. Both of these are ideas that you can add votes to in Ideas Lab:
    1. Agent availability: https://purecloud.ideas.aha.io/ideas/CLWFO-I-100
    2. Agent preferences: https://purecloud.ideas.aha.io/ideas/CLWFO-I-102


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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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