Hi Craig,
at the moment this is still on our research and development road map and we don't have a firm estimate of a date.
There are a number of other related features that are currently in design that will pave the way for the self-service options, these include:
- Service goal overrides - parameters that automated and self-service features can use to schedule activities within a permitted range of Service Goal Targets
- "Best Time for" algorithms - algorithms that find the optimal time for an automated or self-scheduled activity to take place
- Activity Plans - set of rules for scheduling bulk activities at the optimal time, within the permitted range of Service Goal Targets, with or without recurrence.
- Weekly huddles, Monthly 1-2-1, business-wide training ...
- Alternative Shifts - the addition of peerless shift trades that meet both the business and employee needs without impacting Service Goals and Customer experience.
Please keep an eye on the ideas portal, as we progress with these projects and the self-service schedule activities idea we will update the ideas portal to reflect what stage they are at.
Paul
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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Original Message:
Sent: 11-10-2022 13:56
From: Craig Grieco
Subject: Agents Adding Segments
Good Afternoon @Cameron Smith,
Any update on a potential release for employee self service?
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Craig Grieco
Defi Solutions, Inc.
Original Message:
Sent: 07-26-2022 10:34
From: Cameron Smith
Subject: Agents Adding Segments
Good Morning Craig,
Our approach to employee self service continues to evolve on the platform a great example of that is the upcoming late notifications feature which will allow the employees to notify via Tempo (our mobile app) that they are running late. This feature is one that is designed to be further leveraged for items like system issues. Where they can adjust/modify and notify that their schedule and/or adherence is impacted.
In a similar vain we also want to open up further opportunities for employees to self manage. Requests for training we feel are an important one however we are still gathering requirements. If you would be prepared to sit down and talk to us we would love to hear what your needs are. Reach out at
cameron.smith@genesys.comCheers
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Cameron Smith
VP, Product Management - Workforce Engagement Management
Original Message:
Sent: 07-26-2022 10:24
From: Craig Grieco
Subject: Agents Adding Segments
I am looking to see if anyone has a way to allow front line associates to enter their own training, system issues, 1x1, etc to their schedules. Previously I know this was an option for on older Genesys on prem solution but since we have migrated to the cloud its no longer an option that I know of. Is this on the roadmap or is this something within our configuration we can already enable?
#WorkforceManagement
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Craig Grieco
Defi Solutions, Inc.
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