Workforce Engagement Management

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  • 1.  Agents Adding Segments

    Posted 07-26-2022 10:25
    Edited by Craig Grieco 07-26-2022 10:31
    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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  • 2.  RE: Agents Adding Segments

    GENESYS
    Posted 07-26-2022 10:34
    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.com

    Cheers
    ​​

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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  • 3.  RE: Agents Adding Segments

    Posted 11-10-2022 13:56
    Edited by Craig Grieco 11-10-2022 13:57
    Good Afternoon @Cameron Smith,

    Any update on a potential release for employee self service?

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    Craig Grieco
    Defi Solutions, Inc.
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  • 4.  RE: Agents Adding Segments

    GENESYS
    Posted 11-16-2022 07:10
    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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  • 5.  RE: Agents Adding Segments

    Posted 11-16-2022 12:34
    Great thanks Paul. We are looking forward to more enhanced self service options.

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    Craig Grieco
    Defi Solutions, Inc.
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