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  • 1.  Allocating agent location

    Posted 07-24-2025 20:01
    No replies, thread closed.

    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,


    #Workforce Management
    #ScheduleManagement

    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    Beyond Bank Australia
    ------------------------------


  • 2.  RE: Allocating agent location

    Posted 07-31-2025 05:49
    No replies, thread closed.

    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! 



    ------------------------------
    Viivi Tiainen
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  • 3.  RE: Allocating agent location

    Posted 08-03-2025 20:46
    No replies, thread closed.

    Hi Viivi, 

    Thanks for sharing your thoughts!

    I have just voted for that idea, that would be something that would help us a lot. 

    Currently, we are using activity codes in the same way as you have suggested, it does work for the most part, but automatic rescheduling is great feature we're missing out on.

    Much appreciated,



    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    Beyond Bank Australia
    ------------------------------

    Original Message


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