Workforce Engagement Management

We continue to experience issues with the coach development tab when leadership attempts to schedule coaching sessions. Despite being overstaffed and having ample availability for meetings, the coaching tool only offers limited times. For example, leadership is trying to schedule individual staff meetings for next week, but the only available times are Thursday and Friday, even though there is plenty of availability from Monday to Wednesday. We have adjusted the meeting duration, but the outcome remains unchanged. This issue affects all my Leadership staff when trying to schedule meetings. While I understand the limitations when we are understaffed, we are currently overstaffed, and our statistics are high in all categories. Has anyone else come across this issue? If so, do you have a work around? Thank you

#Learning/Coaching

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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
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The issue you're encountering stems from the way the scheduling algorithm currently selects available time slots. At present, the system returns a maximum of ten slots, prioritised by the greatest staffing surplus ordered by date. As a result, it often surfaces availability later in the week-such as Thursday and Friday-because that's when the impact of scheduling Coaching is minimal according to the staffing difference.

While it may appear that your team is overstaffed throughout the week, the data suggests that staffing levels are even higher towards the end of the week, which is why those days are prioritised. Unfortunately, there isn't a workaround for this at the moment, as the behaviour is data-driven.

However, we are working on a new feature, due in the coming months, which will significantly enhance how scheduling is handled for both Coaching and Learning. This update will leverage service goals as defined in Workforce Management (WFM) to determine slot availability. This method offers greater precision, taking into account the availability and impact at the individual level, and should result in more relevant time slots being offered from the outset.

Additionally, we'll be introducing a new custom selector that allows users to define a preferred date range before running the slot-generation algorithm. This will give you more control and should directly address the type of scenario you've described.

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Paul Turner
Senior Product Manager
Genesys - Employees
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Paul, Thank you for your response. I have created ideas request to better enhance the tab and to better align with the business needs. Right now, there are some functions that could be explored to better fit other companies that are experiencing the same issues. I hope in the future this enhancement can take shape. 

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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
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Original Message:
Sent: 05-09-2025 11:59
From: Paul Turner
Subject: Coaching tool

The issue you're encountering stems from the way the scheduling algorithm currently selects available time slots. At present, the system returns a maximum of ten slots, prioritised by the greatest staffing surplus ordered by date. As a result, it often surfaces availability later in the week-such as Thursday and Friday-because that's when the impact of scheduling Coaching is minimal according to the staffing difference.

While it may appear that your team is overstaffed throughout the week, the data suggests that staffing levels are even higher towards the end of the week, which is why those days are prioritised. Unfortunately, there isn't a workaround for this at the moment, as the behaviour is data-driven.

However, we are working on a new feature, due in the coming months, which will significantly enhance how scheduling is handled for both Coaching and Learning. This update will leverage service goals as defined in Workforce Management (WFM) to determine slot availability. This method offers greater precision, taking into account the availability and impact at the individual level, and should result in more relevant time slots being offered from the outset.

Additionally, we'll be introducing a new custom selector that allows users to define a preferred date range before running the slot-generation algorithm. This will give you more control and should directly address the type of scenario you've described.

------------------------------
Paul Turner
Senior Product Manager
Genesys - Employees
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