Workforce Engagement Management

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  • 1.  Purecloud WFM Agent notifications

    Posted 06-25-2019 23:12
    No replies, thread closed.
    Anyone know how to stop the messages going to agents when no schedule is added?
    Currently setting up WFM schedules and work plans for agents but keep being advised by the agents the notification keeps popping up during their calls. Is there any way to prevent this or somehow disable it before going live?
    #WorkforceManagement
    #Other/NotSure

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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  • 2.  RE: Purecloud WFM Agent notifications

    Posted 06-26-2019 04:48
    No replies, thread closed.
    Hi Darryn, I'm not sure if there's a specific option somewhere just for the reminders but if you remove the Interaction Optimiser Client Access that should remove access to the Optimiser portion?

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    Gavin Bon
    Systems & Resourcing Executive
    Heineken UK
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    Original Message


  • 3.  RE: Purecloud WFM Agent notifications

    GENESYS
    Posted 06-27-2019 10:22
    No replies, thread closed.
    For PureCloud WFM (not PureConnect's Interaction Optimizer) the "Agent Schedule > View" permission governs whether or not a user can see their schedule. You could temporarily remove that permission until the agents have schedules.

    If the notification you are referring to is informing the agent they are not scheduled for On Queue time, then another option is to temporarily disable that behavior in the management unit's configuration. I.e., the option to treat On Queue time worked by an agent outside of their scheduled shift as an adherence exception or not (default: on)

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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    Original Message


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