Workforce Engagement Management

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  • 1.  Do you Schedule Supervisors and Support Staff?

    GENESYS
    Posted 09-23-2022 09:50
    Edited by Tracy Vickers 10-04-2022 03:55

    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


    #WorkforceEngagementManagement
    #WorkforceManagement
    #Scheduling
    #CoachingandTraining

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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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  • 2.  RE: Do you Schedule Supervisors and Support Staff?

    Posted 09-23-2022 16:07
    Hi Paul,

    We do schedule Supervisors, Quality managers, Senior technicians and other support staff in Genesys. The method we use depends on the business preference. If agents need to see Supervisor schedules relative to their own shifts they are scheduled in the same business unit with an "Off Queue" category activity. if there is no need for agents to see the schedules they are scheduled in a separate business unit. For those that are in the same schedule as the agents we use the "Off Queue" category because we don't want the support staff to be affecting the plus/minus staffing differentials. If we need to filter by the support staff we can configure work teams with those users. This seems to work fine for us.

    What we are struggling with (and this may be a little off topic) is scheduling agents who may be assisting with volume from other business units. We have a flexible staff with agents who are trained to answer calls from business units other than the one to which they are assigned. some of their weekly scheduled time may be designated to assist another business unit. So far we have been using an activity code created in the "Unavailable" category. This prevents the agent schedule from affecting the plus/minus staffing differentials but there is no indication in the other business unit's schedule that additional assistance will be offered. One proposed solution was to combine business units but we need to be able to generate separate forecasts for each business unit and schedule to the forecasted workload separately for each scheduling period.

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    Paul Soulodre
    Alberta Motor Association
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  • 3.  RE: Do you Schedule Supervisors and Support Staff?

    GENESYS
    Posted 09-27-2022 05:43

    thanks for the feedback on scheduling Supervisors. 

    Without knowing your Org structure it is difficult to make any recommendations for the cross BU working.
    BU's are designed to house all the same interaction types/queues, the agents that can process them and the high-level business rules that determine how they are handled. Mu's can then break this down further by grouping Employees and the rules used to manage their schedules and performance.

    The following Resource Centre article is a good place to start and links to the different grouping structures within WFM:
    about-workforce-management

    there are a few good conversations around this in the community too
    Paul



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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  • 4.  RE: Do you Schedule Supervisors and Support Staff?

    Posted 09-30-2022 08:32
    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.


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    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse
    clindquist@companynurse.com
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  • 5.  RE: Do you Schedule Supervisors and Support Staff?

    GENESYS
    Posted 10-03-2022 06:03

    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
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  • 6.  RE: Do you Schedule Supervisors and Support Staff?

    Posted 10-03-2022 08:27

    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.




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    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse
    clindquist@companynurse.com
    ------------------------------



  • 7.  RE: Do you Schedule Supervisors and Support Staff?

    GENESYS
    Posted 10-05-2022 05:24
    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

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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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  • 8.  RE: Do you Schedule Supervisors and Support Staff?

    Posted 10-05-2022 09:16
    Hello again Paul!

    For our one agent that has dedicated evaluator time, this is not documented/scheduled anywhere within Genesys. The only time we add her into the schedule is when she is going to actively take calls which is one day per week. The other days she comes in to do evaluations, she just logs her time on her timesheet. As I mentioned before, we never really thought about scheduling offline activities for her. I wonder if it would be confusing to others working that day who are taking calls - wondering where she is and what she is doing. The only thing we use 'off queue' time for is to denote someone working a split shift, which wouldn't be the case for the evaluator. Keep the questions coming!
    Cherri

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    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse
    clindquist@companynurse.com
    ------------------------------