Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Genesys Cloud WFM Schedule Notification

    Posted 04-09-2021 08:36
    I would like to know whether agents will receive any notification (on Genesys Cloud portal or via email) when we publish their schedule first time?
    Also, if we make some changes in the existing schedule and re-publish, than please let me know if agents will receive notification again about schedule change?
    If yes, whether these notifications are out of the box or do we need to do some settings to enable these notifications?

    Rahul Tyagi
    Accenture India

  • 2.  RE: Genesys Cloud WFM Schedule Notification
    Best Answer

    Posted 04-10-2021 05:49
    Hi Rahul,

    When you publish the schedules provided the agent notifications are turned on, the agent will receive a notification pop up to say they have new schedules and dates and a button to review the schedule as per below example.

    When you make changes to an existing schedule, the agent who you updated will get the same type of notification to the change. When you have published schedules the agent will also get pop ups if for instance they are due to be on break,Meal etc and they are on queue which lets them know what activity they should be doing at that time to help schedule adherence.

    The agent has the ability to turn on or off their notifications, I am not sure if this is turned on by default.

    Hope that helps.


    Darren Leahy
    Wren Data Ltd.

  • 3.  RE: Genesys Cloud WFM Schedule Notification

    Posted 04-14-2021 06:39
    Thanks @Darren Leahy

    Rahul Tyagi
    Accenture India

  • 4.  RE: Genesys Cloud WFM Schedule Notification

    Posted 06-24-2022 07:46
    Is there an option for Email notification when the agent schedule is changed/published?


  • 5.  RE: Genesys Cloud WFM Schedule Notification

    Posted 06-27-2022 05:50
    Hi Ankita,
    at the moment we don't offer email notifications, this is something that we are currently investigating along with new notification preferences.

    As more information becomes available we will update the community and ideas lab. If you have any specific ideas or preferences about how these features might work, please either vote and comment on existing ideas in the ideas lab or raise an idea of your own. The ideas and votes really help us shape and prioritise new features.

    To access the ideas lab you will need to log into the knowledge hub at:

    Paul Wood
    Product Manager for Genesys Cloud Workforce Management

  • 6.  RE: Genesys Cloud WFM Schedule Notification

    Posted 06-28-2022 08:47

    Notifications are enabled but front line users are still not receiving notification when changes are made to their schedules. However, they are receiving notifications to go "on queue".  Am I missing something?  Changes were made to breaks for later in the afternoon and nothing alerted the users of those breaks changes. The changes were visible in the schedules, the users had to toggle to his or her schedules to see the changes.

    Sedgwick CMS

    Charlene Story
    Sedgwick Claims Management Services, Inc.

  • 7.  RE: Genesys Cloud WFM Schedule Notification

    Posted 13 days ago

    In addition to the Agent Preferences for notifications permissions are required to enable these from the People & Permissions container.

    • Schedule Notifications: Workforce Management Agent Schedule Notification View Allows an agent to view notifications that their agent schedule has changed
    • Adherence Notifications: Workforce Management Agent Adherence Notify Allows an agent to receive notifications when they are out of adherence with their schedule. To receive these notifications, the agent will also need the Workforce Management > Agent Schedule > View permission.

    Let me know if you have additional questions.

    Chuck Swain
    WEM Leadership