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  • 1.  Agent moving Department

    Posted 03-02-2023 03:13
    No replies, thread closed.

    Hi All, 

    I was wondering if anyone has any work around for if an agent is moving department?

    Currently as i understand it if i have Agent A moving from say Sales to Service on the 1st April. I am unable to update the new work plan until they have moved on the 1st April?

    Which seems crazy that we cannot plan ahead. Also not particularly great for the agent not being able to view new shifts, book holiday etc...

    Thanks, 

    Luke


    #Implementation
    #PlatformAdministration
    #SystemAdministration

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    Luke Richardson
    Virgin Atlantic Airways Ltd
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  • 2.  RE: Agent moving Department

    Posted 03-02-2023 07:01
    Edited by Jan Nico Feliciano 03-02-2023 07:01
    No replies, thread closed.

    @Tracy Vickers Luke's query touches on work plans. Could you take a better look at it and see if you could help give further guidance?

    Glad to see you here, Luke! You might have missed it and such I would like to recommend that if you have any Workforce Management related queries we have here in the Community a section dedicated for it. Click here and join.


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    Nico Feliciano
    Genesys - Employees
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  • 3.  RE: Agent moving Department

    Posted 03-03-2023 11:31
    No replies, thread closed.

    @Luke Richardson I have just seen you have posted an Idea on the Ideas Lab :-) but I am also wondering if your query maybe answered or you could add a comment to the Schedule First idea that is in process of being developed.

    And as Nico mentioned please join the WEM Community, where you will find lots of useful info in the library, upcoming events and post your discussions about the WEM features there.



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    Tracy
    Genesys
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    Original Message


  • 4.  RE: Agent moving Department

    Posted 03-04-2023 08:15
    No replies, thread closed.

    Is the agent moving from one business unit to another or simply changing their work plan? If it is just changing their work plan, then if they already exist on a schedule until 01-Apr, then you can move them to another work plan and create schedules 01-Apr that would utilize the new work plan.

    If you are instead talking about a business unit move, then, yes, you have to time the business unit move to occur at the same time they would receive a new schedule (could be a completely new schedule or a reschedule of an existing schedule where you add the new agent in the rescheduling wizard at step 1).



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    Jay Langsford
    VP, R&D
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  • 5.  RE: Agent moving Department

    Posted 03-06-2023 01:32
    No replies, thread closed.

    Hi, 

    Yes I'm talking about them moving business unit. So at is stands we cannot move them until the date of their move which isn't really helpful for us or the agent as we cant forward date this and the agent is unable to plan ahead until they move. 

    I have also logged this as in idea on the ideas portal. 

    Thanks, 



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    Luke Richardson
    Virgin Atlantic Airways Ltd
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    Original Message


  • 6.  RE: Agent moving Department

    Posted 03-07-2023 15:39
    No replies, thread closed.

    In my opinion it's a design flaw. I have submitted idea https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-61, perhaps some votes will help increase awareness and get a better solution on the roadmap



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    Brad Goff
    Palo Alto Networks, Inc.
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