Workforce Engagement Management

I don't think we really had the guidance we needed when we set up our system, so I guess it's better late than never!

Right now, we have 2 different Business Units (Cust Service, Collections) , 6 Management Units (CS Site1, CS Site 2, CS WFH, Coll Site 1,Coll Site 2,Coll Site WFH - all same time zone), and for the sake of this discussion, 2 Skills. (Spanish, English) 

This is causing us some headaches, as things like someone moving to WFH is now a Management unit change, as well as handling PTO is... well, virtually impossible. We're a smaller call center, so some of the Management units may have < 10 people in them. Ideally, we'd need to have one PTO Plan for all 3 Management units under each Business Unit, but that doesn't seem to be an option. 

What I'm hoping for from you, the good people of the Genesys Community, is some feedback on what YOU think it should look like. 

I don't want to make drastic changes, but I'd also rather make drastic changes now, than a year from now. 

I was hoping that combining the Management Units to 1 (each) would let us handle PTO and VTO a lot easier, and we could retain the sorting and scheduling flexibility by using Site1, Site2, and WFH as Skills. That would allow us to still schedule meetings and other events by site, while still having them as one group for forecasting and PTO. I suspect this would have other impacts, but at this point I don't know enough to know what I don't know yet!

Please help a poor Workforce guy who feels in over his head trying to use Genesys to it's potential!

#Genesys Cloud CX
#Workforce Management

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Jason Mock
CAPITAL Services
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I don't think we really had the guidance we needed when we set up our system, so I guess it's better late than never!

Right now, we have 2 different Business Units (Cust Service, Collections) , 6 Management Units (CS Site1, CS Site 2, CS WFH, Coll Site 1,Coll Site 2,Coll Site WFH - all same time zone), and for the sake of this discussion, 2 Skills. (Spanish, English) 

This is causing us some headaches, as things like someone moving to WFH is now a Management unit change, as well as handling PTO is... well, virtually impossible. We're a smaller call center, so some of the Management units may have < 10 people in them. Ideally, we'd need to have one PTO Plan for all 3 Management units under each Business Unit, but that doesn't seem to be an option. 

What I'm hoping for from you, the good people of the Genesys Community, is some feedback on what YOU think it should look like. 

I don't want to make drastic changes, but I'd also rather make drastic changes now, than a year from now. 

I was hoping that combining the Management Units to 1 (each) would let us handle PTO and VTO a lot easier, and we could retain the sorting and scheduling flexibility by using Site1, Site2, and WFH as Skills. That would allow us to still schedule meetings and other events by site, while still having them as one group for forecasting and PTO. I suspect this would have other impacts, but at this point I don't know enough to know what I don't know yet!

Please help a poor Workforce guy who feels in over his head trying to use Genesys to it's potential!

Jason, just a question for you if I may. 

I too was in the same boat where I didn't really have the needed guidance when setting up our system.

May I ask what the purpose is of separating your WFH Agents vs the non-WFH agents?

I've heard this from a lot of other companies doing so and am wondering if there's a reason to do so and if it's something I should suggest to the leadership team. 

We have all of our agents (remote & hybrid) under one management unit and just have them on Work Teams for their Supervisor groups. 

I don't think we really had the guidance we needed when we set up our system, so I guess it's better late than never!

Right now, we have 2 different Business Units (Cust Service, Collections) , 6 Management Units (CS Site1, CS Site 2, CS WFH, Coll Site 1,Coll Site 2,Coll Site WFH - all same time zone), and for the sake of this discussion, 2 Skills. (Spanish, English) 

This is causing us some headaches, as things like someone moving to WFH is now a Management unit change, as well as handling PTO is... well, virtually impossible. We're a smaller call center, so some of the Management units may have < 10 people in them. Ideally, we'd need to have one PTO Plan for all 3 Management units under each Business Unit, but that doesn't seem to be an option. 

What I'm hoping for from you, the good people of the Genesys Community, is some feedback on what YOU think it should look like. 

I don't want to make drastic changes, but I'd also rather make drastic changes now, than a year from now. 

I was hoping that combining the Management Units to 1 (each) would let us handle PTO and VTO a lot easier, and we could retain the sorting and scheduling flexibility by using Site1, Site2, and WFH as Skills. That would allow us to still schedule meetings and other events by site, while still having them as one group for forecasting and PTO. I suspect this would have other impacts, but at this point I don't know enough to know what I don't know yet!

Please help a poor Workforce guy who feels in over his head trying to use Genesys to it's potential!

Sure thing! The primary reasons for separating out WFH and the 2 on Site locations are both due to scheduling.

In addition to meetings and things done by Work Teams, we also have frequent meetings that either include all people at one site (or WFH) or some people at one specific site. It's handy for us to be able to look at the staff for just one building, and be able to quickly ID people that are actually in office, for things like lunches and the like. 

Also, we try to spread out schedules a bit through both sites and WFH, so in the event of inclement weather, we are able to quickly view our staffing, as well as forecast and difference if one site needs to shut down. (which happens too frequently in South Dakota!) We can typically keep our WFH people up and running, to at least have a smaller staff, still covering hours of operation.

Hope that helps, or at least gives a bit of an idea if it's worth looking into!

Jason, just a question for you if I may. 

I too was in the same boat where I didn't really have the needed guidance when setting up our system.

May I ask what the purpose is of separating your WFH Agents vs the non-WFH agents?

I've heard this from a lot of other companies doing so and am wondering if there's a reason to do so and if it's something I should suggest to the leadership team. 

We have all of our agents (remote & hybrid) under one management unit and just have them on Work Teams for their Supervisor groups. 

I don't think we really had the guidance we needed when we set up our system, so I guess it's better late than never!

Right now, we have 2 different Business Units (Cust Service, Collections) , 6 Management Units (CS Site1, CS Site 2, CS WFH, Coll Site 1,Coll Site 2,Coll Site WFH - all same time zone), and for the sake of this discussion, 2 Skills. (Spanish, English) 

This is causing us some headaches, as things like someone moving to WFH is now a Management unit change, as well as handling PTO is... well, virtually impossible. We're a smaller call center, so some of the Management units may have < 10 people in them. Ideally, we'd need to have one PTO Plan for all 3 Management units under each Business Unit, but that doesn't seem to be an option. 

What I'm hoping for from you, the good people of the Genesys Community, is some feedback on what YOU think it should look like. 

I don't want to make drastic changes, but I'd also rather make drastic changes now, than a year from now. 

I was hoping that combining the Management Units to 1 (each) would let us handle PTO and VTO a lot easier, and we could retain the sorting and scheduling flexibility by using Site1, Site2, and WFH as Skills. That would allow us to still schedule meetings and other events by site, while still having them as one group for forecasting and PTO. I suspect this would have other impacts, but at this point I don't know enough to know what I don't know yet!

Please help a poor Workforce guy who feels in over his head trying to use Genesys to it's potential!