Cherri,
for the evaluator do you schedule them as an agent and then create offline activities/exceptions for the periods they carry out evaluations?
If this is the case in the future could you see this role being given permission to create their own offline activity/exceptions within their schedule?
self-scheduling is a feature set that we are looking to develop as part of the long-term roadmap.
Paul
------------------------------
Paul Wood
Product Manager for Genesys Cloud Workforce Management
------------------------------
Original Message:
Sent: 10-03-2022 08:27
From: Cherri Lindquist
Subject: Do you Schedule Supervisors and Support Staff?
Good Morning Paul-
We are a smaller company so each department- intake and nursing- currently only have 1 supervisor or manager. They work a set 40 hours with additional as needed that is self managed. For example, the manager underneath me works 8-4:30 but might be on during other hours as needed.
The same goes for the quality evaluator- we currently only have 1 person who goes back and forth between roles of evaluator and nurse who takes calls. The quality evaluator part of her role is self managed where as the days she takes calls is scheduled within WEM.
------------------------------
Cherri Lindquist
Clinical Director of Nursing
Company Nurse
clindquist@companynurse.com
Original Message:
Sent: 10-03-2022 06:02
From: Paul Wood
Subject: Do you Schedule Supervisors and Support Staff?
Hi Cherri,
thanks for the reply I have a couple of follow-up questions, to better understand your process 😊
Do the Supervisors have a set of core hours or a baseline shift pattern that they then self-manage?
Do you have a base requirement for X supervisors to be on shift at a time?
If you do have a base requirement what drives this?
Paul
------------------------------
Paul Wood
Product Manager for Genesys Cloud Workforce Management
Original Message:
Sent: 09-30-2022 08:32
From: Cherri Lindquist
Subject: Do you Schedule Supervisors and Support Staff?
Hello Paul!
We do not schedule supervisors or quality management evaluators within Genesys- the reason being ... we currently only have a business unit for agents actually taking calls. Supervisors are also salaried employees so schedules vary and don't have official start/end times. However having the ability to schedule quality management evaluators (who also work regular shifts taking calls at times) would be awesome. Right now we just look to see if they are online and go by a verbal schedule. This question brings up a good point- we should be managing it better.
------------------------------
Cherri Lindquist
Clinical Director of Nursing
Company Nurse
clindquist@companynurse.com
Original Message:
Sent: 09-23-2022 09:50
From: Paul Wood
Subject: Do you Schedule Supervisors and Support Staff?
Hi,
we are currently looking into how we might manage conflict resolution for processes that require both an Agent and a Supervisor, Coach, Trainer, Quality Manager ... to be scheduled for the same Activity.
To help us better understand how these employees are managed/scheduled I'd love to hear your thoughts on/answers to:
Do you currently schedule Supervisors/Support staff in Workforce Management (WFM)?
If you do, what works well for you?
If you don't, what are the barriers to being able to schedule Supervisors and Support staff in WFM?
If you don't schedule Supervisors/Support staff in WFMhow is their time managed?
Paul
#Workforce Engagement Management
#WorkforceManagement
#Scheduling
#Learning/Coaching
------------------------------
Paul Wood
Product Manager for Genesys Cloud Workforce Management
------------------------------