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Genesys WFM - identifying agent location?

  • 1.  Genesys WFM - identifying agent location?

    Posted 01-14-2021 00:57
    Edited by Karen Bolton 01-21-2021 19:24
    ​Hi

    I'm looking to see if its possible to add agent location as a option in WFM. EG similar to agent submitting Exceptions or Time Off, they would also submit a request to WFH which can then be auto-approved by WFM based on rules.  Has anyone done something similar? Be great for their schedule to show location [similar to marked time] on top of their schedule, which means we'd also be able to report on WFH hours.

    Currently we're using an IC workgroup which the agent selects to show WFM/TLs if they are activated and WFH, but unable to get reporting from this.

    Any ideas greatly appreciated
    Thanks
    Karen
    #Unsure/Other #WFM #WFH #workingfromhome

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    Karen Bolton
    Water Corporation
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