Resource Management

Hello, Community Members!

Businesses need to ensure that customers can connect with them anytime, anywhere meeting their expectations to achieve an excellent customer experience, generate value, hence business growth. Just as important as a positive customer experience is the employee experience since a negative experience impacts the quality of service, increases employee turnover, and the costs associated with this.

Today we present a new enhancement that's coming next week. It seeks to improve Agents, and planners' experience when visualizing the schedule, improving navigation.

What would you be able to do?

Agents can now view and manage their full schedule from the agent Activity Tab view. These schedule management features align with other features available in the agent activity tab view improving usability and navigation. With a more cohesive experience across web and mobile applications, the agent's now can see their schedule, trade shifts, and request time off, in the same place where they can review their performance and coaching and training sessions.

A little learning goes a long way

This is just a short preview of the Workforce Management UI enhancements for the Agent schedule view; learn more about this enhancement in Next Week's library entry for Resource management UI enhancements. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about Workforce Management in our Genesys Resource Center.
Help my PureCloud	Workforce Management Resources
Resource center | Agent Activity overview	Beyond | Genesys Cloud WEM: Scheduling for agents
Resource center | My schedule view	Beyond | Genesys Cloud CX: Agent Activity
Resource center | Workforce Management for agents	Beyond | Genesys Cloud: WEM - Adding your Schedule to External Calendars
Resource center | Workforce Management overview	Beyond | Genesys Cloud: Contact Center Administrator - Workforce Management

#Scheduling
#TempoMobile
#Workforce Engagement Management
#WorkforceManagement

------------------------------
Paul Wood
Genesys
Senior Product Manager
Workforce Management

------------------------------

@Suresh Uppara yes the "Today" button should work.  Here's a gif of it in action.  If it is not working for your agents then please open a support case.

https://giphy.com/gifs/6pJbryVgBo8rQEVeRu​​

[edit]

After discussion with the team, what you are likely referring to is the fact that the "Day" view no longer exists.  We used to have [Day | Week | Month] and now we just have [Week | Month].  That was an intentional change.  The current day is highlighted in blue at the top and has a diamond on the line that crosses it, we thought this would be good enough to identify the current day.  If there is a reason you believe the Day view should come back please open an Idea.  

Thanks

------------------------------
Joe Behymer
PureCloud Workforce Management Development Team

Original Message:
Sent: 05-04-2022 13:33
From: Suresh Uppara
Subject: NEW - Updated Agent Schedule view

Thanks for your reply @Paul Wood.
With the new schedule view being released today, we are getting reports that agents are unable to click on the "Today" view for their schedules.  They can see the schedules for the week and the month. Is that something changed in the new feature ?


​

------------------------------
Suresh Uppara
Johnson & Johnson

Original Message:
Sent: 05-03-2022 10:45
From: Paul Wood
Subject: NEW - Updated Agent Schedule view

Hi @Suresh Uppara,

no there are no changes to the permissions for employees viewing their schedule.​
This is mainly changing the look and feel of the schedule view, bringing it in line with other agent home features, while updating a few processes/user flows to offer consistency across the web and mobile apps.

------------------------------
Paul Wood
Genesys - Employees

Original Message:
Sent: 05-03-2022 08:25
From: Suresh Uppara
Subject: NEW - Updated Agent Schedule view

Hello @Paul Wood,

Thank you for your details.. Could you please confirm does this require any new permissions ? or impact to any permissions provided ?​

------------------------------
Suresh Uppara
Johnson & Johnson

Original Message:
Sent: 04-29-2022 10:19
From: Paul Wood
Subject: NEW - Updated Agent Schedule view

Resource Management

Hello, Community Members!

Businesses need to ensure that customers can connect with them anytime, anywhere meeting their expectations to achieve an excellent customer experience, generate value, hence business growth. Just as important as a positive customer experience is the employee experience since a negative experience impacts the quality of service, increases employee turnover, and the costs associated with this.

Today we present a new enhancement that's coming next week. It seeks to improve Agents, and planners' experience when visualizing the schedule, improving navigation.

What would you be able to do?

Agents can now view and manage their full schedule from the agent Activity Tab view. These schedule management features align with other features available in the agent activity tab view improving usability and navigation. With a more cohesive experience across web and mobile applications, the agent's now can see their schedule, trade shifts, and request time off, in the same place where they can review their performance and coaching and training sessions.

A little learning goes a long way

This is just a short preview of the Workforce Management UI enhancements for the Agent schedule view; learn more about this enhancement in Next Week's library entry for Resource management UI enhancements. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about Workforce Management in our Genesys Resource Center.
Help my PureCloud	Workforce Management Resources
Resource center | Agent Activity overview	Beyond | Genesys Cloud WEM: Scheduling for agents
Resource center | My schedule view	Beyond | Genesys Cloud CX: Agent Activity
Resource center | Workforce Management for agents	Beyond | Genesys Cloud: WEM - Adding your Schedule to External Calendars
Resource center | Workforce Management overview	Beyond | Genesys Cloud: Contact Center Administrator - Workforce Management

#Scheduling
#TempoMobile
#Workforce Engagement Management
#WorkforceManagement

------------------------------
Paul Wood
Genesys
Senior Product Manager
Workforce Management

------------------------------

1. Why Genesys felt the need to remove existing functionality?  
2. More importantly, when the decision was made to remove this functionality, why wasn't it communicated?.  

@Suresh Uppara yes the "Today" button should work.  Here's a gif of it in action.  If it is not working for your agents then please open a support case.

https://giphy.com/gifs/6pJbryVgBo8rQEVeRu​​

[edit]

After discussion with the team, what you are likely referring to is the fact that the "Day" view no longer exists.  We used to have [Day | Week | Month] and now we just have [Week | Month].  That was an intentional change.  The current day is highlighted in blue at the top and has a diamond on the line that crosses it, we thought this would be good enough to identify the current day.  If there is a reason you believe the Day view should come back please open an Idea.  

Thanks

------------------------------
Joe Behymer
PureCloud Workforce Management Development Team

Original Message:
Sent: 05-04-2022 13:33
From: Suresh Uppara
Subject: NEW - Updated Agent Schedule view

Thanks for your reply @Paul Wood.
With the new schedule view being released today, we are getting reports that agents are unable to click on the "Today" view for their schedules.  They can see the schedules for the week and the month. Is that something changed in the new feature ?


​

------------------------------
Suresh Uppara
Johnson & Johnson

Original Message:
Sent: 05-03-2022 10:45
From: Paul Wood
Subject: NEW - Updated Agent Schedule view

Hi @Suresh Uppara,

no there are no changes to the permissions for employees viewing their schedule.​
This is mainly changing the look and feel of the schedule view, bringing it in line with other agent home features, while updating a few processes/user flows to offer consistency across the web and mobile apps.

------------------------------
Paul Wood
Genesys - Employees

Original Message:
Sent: 05-03-2022 08:25
From: Suresh Uppara
Subject: NEW - Updated Agent Schedule view

Hello @Paul Wood,

Thank you for your details.. Could you please confirm does this require any new permissions ? or impact to any permissions provided ?​

------------------------------
Suresh Uppara
Johnson & Johnson

Original Message:
Sent: 04-29-2022 10:19
From: Paul Wood
Subject: NEW - Updated Agent Schedule view

Resource Management

Hello, Community Members!

Businesses need to ensure that customers can connect with them anytime, anywhere meeting their expectations to achieve an excellent customer experience, generate value, hence business growth. Just as important as a positive customer experience is the employee experience since a negative experience impacts the quality of service, increases employee turnover, and the costs associated with this.

Today we present a new enhancement that's coming next week. It seeks to improve Agents, and planners' experience when visualizing the schedule, improving navigation.

What would you be able to do?

Agents can now view and manage their full schedule from the agent Activity Tab view. These schedule management features align with other features available in the agent activity tab view improving usability and navigation. With a more cohesive experience across web and mobile applications, the agent's now can see their schedule, trade shifts, and request time off, in the same place where they can review their performance and coaching and training sessions.

A little learning goes a long way

This is just a short preview of the Workforce Management UI enhancements for the Agent schedule view; learn more about this enhancement in Next Week's library entry for Resource management UI enhancements. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about Workforce Management in our Genesys Resource Center.
Help my PureCloud	Workforce Management Resources
Resource center | Agent Activity overview	Beyond | Genesys Cloud WEM: Scheduling for agents
Resource center | My schedule view	Beyond | Genesys Cloud CX: Agent Activity
Resource center | Workforce Management for agents	Beyond | Genesys Cloud: WEM - Adding your Schedule to External Calendars
Resource center | Workforce Management overview	Beyond | Genesys Cloud: Contact Center Administrator - Workforce Management

#Scheduling
#TempoMobile
#Workforce Engagement Management
#WorkforceManagement

------------------------------
Paul Wood
Genesys
Senior Product Manager
Workforce Management

------------------------------