https://purecloud.ideas.aha.io/ideas/CLWFO-I-155 covers adding secondary status to both the real-time adherence and historical adherence views. The new secondary status information on those views would also be available in the exports and via API.
https://purecloud.ideas.aha.io/ideas/CLWFO-I-105 covers having external calendar support that would allow agents to
sync schedules to external calendars with iCalendar support (e.g., Google Calendar, Outlook, iCal, Thunderbird, etc.).
https://purecloud.ideas.aha.io/ideas/CLWFO-I-95 covers a mobile application for agents to access schedules, submit time off requests, etc.
Other thoughts on how agents can access their schedule today:
1. Access PureCloud web app when not onsite. For agents are you not allowing them to access PureCloud web application when not onsite (e.g., for them to access agent schedule page)?
2. Agents could obviously print the web page when on their schedule in PureCloud or screen capture it.
3. Admins can do full MU-level exports of a schedule in schedule editor (Select Action -> Export). Agent Shifts exports to a text file; Activities exports to a csv file. Then they could email out and filter where necessary.
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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Original Message:
Sent: 08-06-2019 22:18
From: Darryn Chang
Subject: WFM reporting
Thanks Michele, while I am aware of such views they don't capture the status and sub statuses which are only found in the Status report.
We'd like to be able to look at the schedule view with the exceptions in a downloadable view similar to what is available in the historical adherence with the breakdown of exceptions for export, is that possible?
Also would there be any plans to extract the agent schedule in a readable view or email it so that agents have it on hand?
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Darryn Chang
Stuff Limited
New Zealand
3 Years Purecloud
Original Message:
Sent: 08-06-2019 21:53
From: Michele Fisher
Subject: WFM reporting
Hi Darryn,
There are views within PureCloud WFM for realtime adherence, historical adherence and intraday monitoring. All 3 can be exported to a csv file for reporting.
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Michele Fisher
Genesys - Employees
Original Message:
Sent: 07-31-2019 22:42
From: Darryn Chang
Subject: WFM reporting
Hi, What reports within Purecloud or the WFM tools can be used and extracted to identify the various status and sub statuses that are tied back to WFM?
Can you recommend a report that will take into consideration the exceptions and time spent by agents in various scheduled non scheduled activities, length in time.
I find that people who have had past experiences with WFM products seem to think we should be able to do similar reporting methods of other products on the market, is that the case with WFM in Purecloud or is it still a work in progress?
I have looked at Login/Logout but are there not more specific reporting tied to the schedules?
#WorkforceManagement
#Other/NotSure
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Darryn Chang
Stuff Limited
New Zealand
3 Years Purecloud
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