Workforce Engagement Management

Currently, the coaching sessions being offered are not at optimal times of the day. Most are being offered at 8:30 AM (one of our busiest times of the day) or around 4:00 PM, but mid-day is almost never offered. I've read through a lot of information and understand the current algorithm is based on staffing, so that tracks as to why 8:30 AM and 4:00 PM as we are staffed the most around those times.

With the new algorithm coming that will be based on service goals this change of course. In this future state, by setting up our service goal templates with the "allow to increase/decrease" parameters, does this mean that if a coaching were scheduled at that interval and it would decrease our projected service level, ASA or abandonment rate, then that interval will not be offered as a time to schedule?

I'm curious to learn more on the future "custom slot mode" and how that is going to work. I know a lot of this is yet to come, but leaders in our organization are having extreme difficulty with the current algorithm and knowing more about what is coming soon will be helpful in my conversations with them. 

I saw in a post somewhere that Genesys is targeting Q2 or Q3 2025 for the release of these changes, is there an update as to when these might be released? If there is a location for information on this feature coming, please let me know so I can watch it for more info. 

#Learning/Coaching

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Laura Callaway
Application Analyst
St. Luke's Health System
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Hello,

In the past, we encountered similar issues. We discovered that checking our schedules, shifts, and staffing requirements ensures we have the right amount of staff in place for our call arrival patterns. Once we implemented this, we observed a better range in time for scheduling agents.

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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
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Hi Laura, 

The short answer is yes; the new process could reduce your service goal below target. 
The configuration you are talking about is the Service Goal Impact settings; these have been designed for all future decentralised and automated scheduling tasks to provide Admin-approved guardrails on schedule changes.

Currently, the following services use these constraints:

Alternative Shifts/Trade with the system - allows shift trades with the system that don't cause the resulting service goal predictions from dropping below the permitted level or exceeding the upper permitted level. This works to protect the service that your end customers experience and also business costs while preventing periods of overstaffing.

Activity Plans - Look for times in the schedule to create meeting/training/off-queue activities without reducing the service goals below the permitted level.

Coaching and Learning with their future updates will follow the same process as Activity Plans rather than the current process of looking for the "best" staffed periods based on staffing difference.

Service Goal Impacts can be set at both the BU and Service Goal Template levels. Here, you set your tollorances as a +/- to your Service Goal; for example, you may allow your SLA of 80% of interactions answered in 20 seconds to drop by 5% to 76% to enable meetings/training/coaching/Trades with the system to take place automatically. While you might be dropping service for small periods of the day, it might be beneficial to the business as it helps employee flexibility and development, which can ensure higher staff engagement and quality of engagement with your end customers. 

I hope this helps, for more information please refer to the service goal impact documentation:

Service goal impacts overview

Paul

(Tagging @Paul Turner as I'm sure he'll be happy to reach out with more specific details on the coaching implementation 🙂)

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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