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Advice or direction on Agents reporting up to many layers of Supervisors/Schedulers/Reporting Analysts/Management

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  • 1.  Advice or direction on Agents reporting up to many layers of Supervisors/Schedulers/Reporting Analysts/Management

    Posted 04-02-2025 13:16
    No replies, thread closed.

    I'm wondering how others manage a workforce that do not adhere to the traditional Agent -> 1 Supervisor - > 1 Manager type setup.  We have scenario's where one agent may require being monitored and reported on by many different facets of administrators, and other agents which should be restricted to a select group of Senior Supervisors.  All of these agents may be members of the same queues and handle similar interactions.   We do utilize WEM and are just getting started on setting up the business and management units, as well as the other staffing and planning groups associated under WEM.  From what I can tell however, these groupings do not impact the Workspace Performance reports.   Any comments would be appreciated.  


    #Dashboards
    #PerformanceViews

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    Melissa Harty
    VOICE DESIGN
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  • 2.  RE: Advice or direction on Agents reporting up to many layers of Supervisors/Schedulers/Reporting Analysts/Management
    Best Answer

    Posted 04-03-2025 06:02
    No replies, thread closed.

    Hi Melissa,

    I can confirm BUs and MUs do not affect the Performance Views/Exports and are used for the specific configurations with WEM for Adherence, planning, scheduling, time-off rules etc.

    If you only want the Senior Supervisors to access certain queues and the agents on those queues, then I would recommend reading up on Access control overview, but I would be interested in seeing how others have managed this scenario. 



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Advice or direction on Agents reporting up to many layers of Supervisors/Schedulers/Reporting Analysts/Management

    Posted 04-10-2025 14:47
    No replies, thread closed.

    Hello,

    Have you considered creating different roles and permissions for each group of leadership levels? For example, you may have a team of supervisors that monitor these agents. You can create a role with specific permissions that outline what kind of access you intend them to have. Additionally, you can provide an emergency access role for specific leadership team members that require higher-level access. All these accesses will not impact your overall performance.



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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