Workforce Engagement Management

 View Only

Sign Up

  • 1.  Activities automatically just due to busy queue

    Posted 21 hours ago

    I thought I read that there was going to be a feature that could be turned on to automatically move breaks/meals/trainings etc due to the queue being heavy. Is this something Genesys can do? or was it something that's coming down the line?

    Thank you


    #WFMConfiguration,BestPractices

    ------------------------------
    Julie Kleedorfer
    Administrative Assistant
    ------------------------------


  • 2.  RE: Activities automatically just due to busy queue

    Posted 5 hours ago

    Hi @Julie Kleedorfer, 
    Currently, the best way to achieve this would be to update your forecast in line with what you are seeing on the day, then attach the new/adjusted forecast to the schedule and run a reschedule to help optimise activities. 

    As we advance and build out our anomaly detection tools, we want to add in new optimisation flows that could also be automated. As we add these features to the roadmap, we'll communicate them to the community. 

    Paul



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------

    Original Message


  • 3.  RE: Activities automatically just due to busy queue

    Posted 2 hours ago

    Hi Julie,

    I do not belive they have anything in plan for automatically moving break and meal activies when you have a high level of interactions waiting on a queue, but perhaps Genesys can come back to you on that piece. 

    If you log into the Ideas website here https://genesyscloud.ideas.aha.io/ideas you can search and review ideas submitted by the comunity and vote on ideas you would like to see. If you do not see anything listed then you can also add an idea yourself. 

    During my review I have seen various ideas that allow agents to request different break / meal times to those published and here is an example of that one: https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-71. 



    ------------------------------
    Mike Morris
    Manager - BCD
    ------------------------------

    Original Message


Related Content