Workforce Engagement Management

Hi everyone, 

I would love to hear how you allocate and track location worked for your agents?

We have both on queue and off queue agents who work either in office or at home on a rotational basis. 

In the past, we have always used Activity Codes to allocate their location.

This is getting in the way of us using some of the features built into Genesys like automatic re-scheduling for on queue agents and it's a hassle when it comes to some reporting. 

Have you got any alternative ideas on how to advise the agents of a work location and also track it in Genesys?

Thanks in advance,

Hi, 

if you have a clear rotation, when someone is in office, and who is home, maybe you could name an On Queue activity code for "Office On queue" and "Home On queue", and make workplan rotations based off of the work plan configurations of them, and rotate based on where the agents work? Just a thought, but i understand the automatic rescheduling might not work with this.

There is an idea for this aswell that you can vote on https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2210 

If someone has an idea how to do this kind of tracking of location and reporting, I am definitely interested to hear the set ups! 

Hi everyone, 

I would love to hear how you allocate and track location worked for your agents?

We have both on queue and off queue agents who work either in office or at home on a rotational basis. 

In the past, we have always used Activity Codes to allocate their location.

This is getting in the way of us using some of the features built into Genesys like automatic re-scheduling for on queue agents and it's a hassle when it comes to some reporting. 

Have you got any alternative ideas on how to advise the agents of a work location and also track it in Genesys?

Thanks in advance,