Workforce Engagement Management

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  • 1.  Add Activity to Agents (Scheduling Meetings)

    Posted 07-06-2023 16:24

    Hi there,

    I'm unable to locate any information to assist me with this question.

    I was able to find how to schedule agents to be off queue (meetings, trainings, etc).

    I'm unable to find what the Difference (after) and Scheduled (After) columns mean & how to read them.

    What am I looking for here? Are these numbers telling me how many people will be on queue after I take those selected for a meeting off queue?

    How do I know what is the best day & time if I put these options provided to me in chronological order?

    Is it similar to PureConnect where if the difference column equals zero or close to being a positive number - that's the best day & time?

    What would be the best day & time if the difference column is a higher positive number, but the scheduled column is a lower number?


    #Genesys Cloud CX
    #Workforce Management
    #ScheduleManagement

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    Jacqueline Turner
    Workflow Coordinator
    NYCM Insurance
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  • 2.  RE: Add Activity to Agents (Scheduling Meetings)

    Posted 07-07-2023 07:45

    These columns are the values represented in the Scheduled and Difference rows in the schedule editor. Scheduled is a count of agents for the period scheduled for On Queue. Difference = Scheduled - Forecast (the staffing requirement prediction for On Queue necessary to meet your service performance goals). The 'After' part is to denote the impact of the length and agent impact on the activity you are attempting to add (i.e., if it is 15m activity with 10 FTE not scheduled for On Queue and 3 FTE scheduled for On Queue, 'Scheduled (After)' will be lower than the Scheduled count by 3 for that 15m period).

    The default sort order ('Difference (After)' descending) is helpful so the least impactful potential 'landing spots' for the activity are at the top.



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    Jay Langsford
    VP, R&D
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    Original Message


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