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Schedule alerts?

  • 1.  Schedule alerts?

    Posted 09-23-2021 11:52
    I've been trying to find the answer in help guides, etc., but when using the Schedule feature in WFM, should agents get alerts when an activity should be starting (like a reminder)? For example, is there a way for the system to pop-up an alert to the agent that they have lunch scheduled to start in 5 minutes? Thanks!
    #Scheduling
    #WorkforceEngagementManagement
    #WorkforceManagement
    #Ask Me Anything (AMA) Event
    #Other/Not Sure

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    Amber Krueger
    Ultimus Fund Solutions
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  • 2.  RE: Schedule alerts?

    GCAP Member
    Posted 09-23-2021 14:23
    Hi Amber,

    In Genesys Cloud I would say it is reactive instead of proactive when it comes to scheduled events, meaning they get alerted when they are doing something other than what they are currently scheduled for.  They do not get the proactive alert of an upcoming event on their schedule.  There is an idea requesting the feature that you can vote on (CLWFO-I-71).

    Thanks!

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    Jason Lorden
    Independent Health Association, Inc.
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  • 3.  RE: Schedule alerts?

    Posted 09-23-2021 14:30
    Jason - My staff is not getting alerts when they are in a state they aren't supposed to be in. For example, yesterday, two agents switched lunches. Neither got an alert that they were doing something other than what was scheduled. Is there a setting we need to modify to ensure they get alerts? (FYI we are in the first week of trying to use the Schedules in WFM).

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    Amber Krueger
    Ultimus Fund Solutions
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  • 4.  RE: Schedule alerts?

    GCAP Member
    Posted 09-23-2021 14:48
    I am pretty sure they just have to go into their preferences in Genesys and on the Notifications tab check the box for "Allow Pop-Up Notifications".  Otherwise, they have to be on the schedules tab in Genesys and they will see an alert at the top of the screen (https://help.mypurecloud.com/articles/view-adherence-notification/).

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    Jason Lorden
    Independent Health Association, Inc.
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  • 5.  RE: Schedule alerts?

    Posted 09-24-2021 09:20
    We've got the alerts now - thanks for the help!

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    Amber Krueger
    Ultimus Fund Solutions
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  • 6.  RE: Schedule alerts?

    Posted 09-24-2021 03:54
    Edited by Tracy Vickers 09-29-2021 07:40
    May be this can inspire others to do something similar. We have built multiple notification capabilities on a mobile app (WEM Optimizer on AppFoundry):
    User customizable and separate notifications for paid activities, unpaid activities, appointments, tasks, time off. Users can swipe to select the time interval for each notification.
    We believe that this provides some flexibility to enable/disable alerts for different types of activities especially when users are away from their desks.


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    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
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  • 7.  RE: Schedule alerts?

    GENESYS
    Posted 09-24-2021 06:33
    Genesys Cloud and Tempo (free mobile agent app) both will notify an agent is out of adherence pursuant to permissions, having a published schedule, and adherence configurations.

    The ability for an admin to specify with an optional permission controlled ability for agents to change/set times for notifications per activity category (e.g., 5m before Break; 15m before On Queue) is covered under the following idea: https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-71

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    Jay Langsford
    VP, R&D
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  • 8.  RE: Schedule alerts?

    GCAP Member
    Posted 09-24-2021 10:20
    Hi Jay,

    Do you know when this feature is coming? this was requested Jan 2018.

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    ATB - Vincent R. Sabolboro
    ATB Financial
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  • 9.  RE: Schedule alerts?

    GENESYS
    Posted 09-30-2021 17:31
    You can ask on the idea itself. We are not currently working on this so a question to Product Management. More votes will help with prioritization.

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    Jay Langsford
    VP, R&D
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  • 10.  RE: Schedule alerts?

    Posted 10-06-2021 15:42
    Hi Jay,

    How can I put in my vote to request this for PEC as well?
    I'm still at a loss as to how top of the line WFM solution does not have agent notifications of scheduled activities.

    Thank you,
    Zoe

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    ZoeBeatty
    Workforce Management Specialist
    Las Vegas Valley Water District
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  • 11.  RE: Schedule alerts?

    GENESYS
    Posted 10-20-2021 05:12
    Hi Zoe,

    We have 3 ideas labs depending on your solution, they are:

    Genesys Cloud CX Ideas
    Genesys Multicloud CX Ideas
    PureConnect Ideas

    Hope this helps.

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    Tracy
    Genesys
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