Hi All,

In IC Business Manager - Interaction Optimizer I can see scheduled and forecast coverage for the entire scheduling unit but what if I need to check coverage for individual workgroups?
#Unsure/Other

------------------------------
Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
------------------------------

Hi Jayden,

You can evaluate your coverage in your schedule by selecting the Filter/Sort icon on the icon bar.  One of the options for filtering is workgroup.  Select the workgroup and review the scheduled, forecast and difference at the bottom of the schedule.  Also, when viewing the schedule for the entire SU you can review your expected performance by workgroup by changing what is displayed at the bottom of the schedule.  In the lower left corner, click the drop down and select Service Level (or ASA) by workgroup.  Optimizer will simulate your expected performance based on our coverage.  


------------------------------
Chip Funk
Genesys
------------------------------

Original Message:
Sent: 08-27-2019 01:10
From: Jayden Bradow
Subject: Interaction Optimizer - Workgroup Coverage

Hi All,

In IC Business Manager - Interaction Optimizer I can see scheduled and forecast coverage for the entire scheduling unit but what if I need to check coverage for individual workgroups?
#Unsure/Other

------------------------------
Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
------------------------------

Hey @Jayden Bradow,

Chip will be participating in the WEM/Optimizer AMA tomorrow in the PureConnect Community (noon-3pm EST), so if you have any follow up questions, feel free to add them and Chip and crew will be here to help.

Cheers!

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Original Message:
Sent: 08-27-2019 01:10
From: Jayden Bradow
Subject: Interaction Optimizer - Workgroup Coverage

Hi All,

In IC Business Manager - Interaction Optimizer I can see scheduled and forecast coverage for the entire scheduling unit but what if I need to check coverage for individual workgroups?
#Unsure/Other

------------------------------
Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
------------------------------

Hi Matt,

I am sad to be missing the opportunity to participate live as it will be 2AM-5AM my time however I believe I can check the questions and answers afterwards is that correct?

------------------------------
Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
------------------------------

Original Message:
Sent: 08-27-2019 09:53
From: Matt Lawson
Subject: Interaction Optimizer - Workgroup Coverage

Hey @Jayden Bradow,

Chip will be participating in the WEM/Optimizer AMA tomorrow in the PureConnect Community (noon-3pm EST), so if you have any follow up questions, feel free to add them and Chip and crew will be here to help.

Cheers!

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager

Original Message:
Sent: 08-27-2019 01:10
From: Jayden Bradow
Subject: Interaction Optimizer - Workgroup Coverage

Hi All,

In IC Business Manager - Interaction Optimizer I can see scheduled and forecast coverage for the entire scheduling unit but what if I need to check coverage for individual workgroups?
#Unsure/Other

------------------------------
Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
------------------------------

Hey Jayden,

That's correct! Don't blame you for skipping the AMA, get some sleep and check back in the community tomorrow to see what questions got answered. 

Cheers,

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Original Message:
Sent: 08-27-2019 18:18
From: Jayden Bradow
Subject: Interaction Optimizer - Workgroup Coverage

Hi Matt,

I am sad to be missing the opportunity to participate live as it will be 2AM-5AM my time however I believe I can check the questions and answers afterwards is that correct?

------------------------------
Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd

Original Message:
Sent: 08-27-2019 09:53
From: Matt Lawson
Subject: Interaction Optimizer - Workgroup Coverage

Hey @Jayden Bradow,

Chip will be participating in the WEM/Optimizer AMA tomorrow in the PureConnect Community (noon-3pm EST), so if you have any follow up questions, feel free to add them and Chip and crew will be here to help.

Cheers!

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager

Original Message:
Sent: 08-27-2019 01:10
From: Jayden Bradow
Subject: Interaction Optimizer - Workgroup Coverage

Hi All,

In IC Business Manager - Interaction Optimizer I can see scheduled and forecast coverage for the entire scheduling unit but what if I need to check coverage for individual workgroups?
#Unsure/Other

------------------------------
Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
------------------------------