A place to ask questions, connect with others, and stay in the know
Currently our staff are only able to view their own rosters. This makes it difficult when they need to organise a shift swap, or understand who is rostered on at a particular point.
Other than giving all staff access to work force planning, is there a way for the staff to view all others and their rosters for the schedule they belong to?
This is also incredibly difficult from a team leader perspective. Not being able to seperate your own staff from others makes it difficult to see rosters.
This whole visability needs to be looked into and reworked to be useable in a Contact Centre
I have added an item on the roadmap for the ability for agents to have a read-only view of the management unit's published schedules.
If the agents are not working on shared load across the teams, then I would suggest breaking up the management unit into multiple management units to reflect the team structure. If they are working on shared load, then you could filter the schedule view by queues, skills, or languages. PureCloud does not have a concept of Team, but when it does we will add it as a filtering mechanism throughout workforce management.
Not sure if this helps anyone, but one way we get around this issue is to create dummy queues for each of our team leaders and assign their agents to those queues.In the schedule view you can then filter by queue and see only that teams agents - great for team meetings!Our team managers also have view only access to the schedules, so cannot make changes but can view all published schedules.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.