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  • 1.  Agent self-scheduling without WFM

    Posted 01-09-2025 18:29
    No replies, thread closed.

    Hello,

    I need assistance to determine if Genesys Cloud supports the following use case. From my current understanding, this isn't possible, but I wanted to ask the wider community for workarounds or options I might be less familiar with.

    We are about to onboard new teams into Genesys Cloud that were not previously supported by our internal Workforce Management (WFM) team. These teams have practices they want to maintain for their representatives, especially for one group dedicated to processing work items. Currently, these agents have complete flexibility in their work schedule. They log in to work at their convenience between a set timeframe (I think 8-5 but that's not important.)

    Is it possible to replicate this level of scheduling autonomy within Genesys Cloud, allowing agents to essentially "self-schedule" within a set timeframe without requiring WFM permissions or intervention? Ideally, we'd like agents to have full control over their start times within the set window while still ensuring we can track their adherence to required hours.

    We understand that Genesys Cloud is designed for more structured scheduling, but we are hoping there might be a workaround or a feature we haven't considered. Any suggestions would be greatly appreciated.


    #WFMConfiguration,BestPractices
    #Workforce Management
    #ScheduleManagement
    #Product Idea

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    Gene Gutierrez | Workforce Coordinator
    Presbyterian Customer Service Center
    Albuquerque, NM
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  • 2.  RE: Agent self-scheduling without WFM

    Posted 01-22-2025 08:08
    No replies, thread closed.

    Hi Gene,

    I've reached out to source some help with your query, here are some suggestions:

    The users (group of agents) could be given permissions to edit shifts directly in the Schedule Editor.

    Key thing to way is what other agents (if any) is that user allowed to edit shifts for? e.g. Roles/ Permission > Workforce Management > Schedule > Edit  which supports a condition which I believe can be a work team… effectively saying this user can edit the shifts for the agents in this work team.

    You could create a work team containing just the 'self scheduling agents' if they are allowed to manage each others shift..Or create a work team 'of one' for each self scheduling agent, and setup a profile for each of those agents granting permissions such as the one able for editing a schedule with a condition of the work team designed for that agent.

    Hope that offers a workaround, also hopefully, our wider commnity members can offer soem suggestions, also.



    ------------------------------
    Tracy
    Genesys
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  • 3.  RE: Agent self-scheduling without WFM

    Posted 01-23-2025 09:02
    No replies, thread closed.

    Good morning,

    If the agent is given this permission, wouldn't they also be given permission to schedule offline time and approved time off? I don't believe Genesys has the granularity to allow agents to change a schedule start time and not add a meeting, training, PTO, or FMLA. I'm sure you could audit the codes being added to see if the agent is adding codes they should not, but then you are moving the manual work from adjusting start times to conducting audits. It wouldn't really be reducing the amount of work WFM needs to perform to support a group that has a flexible start time. As Genesys tries to get groups to put additional agents on their system you are going to find more groups that are needing this feature. Work Item Routing (or whatever the name is now) is great for a group like a Claims department. Offline groups that just need to get the work done by the end of the day usually allow more schedule flexibility. 

    I know Genesys was first and foremost created for inbound interactions, so flexible start most likely wasn't though of when programming it. I'm hoping there is a way to achieve the goal without an Idea Portal submission since that will take some time if it does get created. We are having over 100 agents starting to use Cloud from our Claims department in a couple months. This will either use a lot of WFM time doing a manual process, or sacrifice a chunk of Cloud's usefulness due to schedules not being accurate.

    Thank you to Genesys for looking into this use case, and anyone in the community if you have found a solution.



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    Michael Haney
    Director, Workforce Strategy
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    Original Message


  • 4.  RE: Agent self-scheduling without WFM

    Posted 01-23-2025 15:52
    No replies, thread closed.

    Yes, it is accurate that today per-activity-code permissions don't exist, but that is an enhancement we are planning for on the long term roadmap.  Curious about the work situation for the type of agent you are describing - do they all have a fixed start time but take breaks / meals at their convenience, or do they also start and stop at their convenience also?  If the work will be routed with Genesys Cloud, and if all have a planned start time, they could be assigned work plans with just a 'shift' no meals or breaks, and use an adherence threshold that is forgiving enough to account for those unscheduled minutes the agent will be out of the queue.



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    Eric Hagaman
    Product Management Director
    Genesys - Employees
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    Original Message


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