Genesys Cloud - Main

Hi everyone.

Is there any way to filter multiples agents at once under the Schedules screen? Below filter of this screen.

For instance, I have an Excel with n-number of agents, and I want to see information of those n-agents, is it possible to filter all of them at once, rather that entering their name one by one? If there isn't a way, have anyone find a work around on this problem? - Thank you in advance.

I have not found a solution but am anxious to hear if anyone else has.  For example, if I want to pull out all the "Inactive" agents, I get get them all by typing "inac" in the agent filter, but you still have to click or unclick every name. If you "Select All" while you have narrowed the field via the Agent Filter text, it still selects every agent in the schedule set.  It doe not just "Select All" or what is visible on the screen.  Very annoying.  

Hi everyone.

Is there any way to filter multiples agents at once under the Schedules screen? Below filter of this screen.

For instance, I have an Excel with n-number of agents, and I want to see information of those n-agents, is it possible to filter all of them at once, rather that entering their name one by one? If there isn't a way, have anyone find a work around on this problem? - Thank you in advance.

Have your organizations explored the Work Teams functionality? You can assign agents to a work team and then filter by that work team in the schedule. The only drawback(s) is that an agent can only belong to one work team at a time and work teams are division specific.

I have not found a solution but am anxious to hear if anyone else has.  For example, if I want to pull out all the "Inactive" agents, I get get them all by typing "inac" in the agent filter, but you still have to click or unclick every name. If you "Select All" while you have narrowed the field via the Agent Filter text, it still selects every agent in the schedule set.  It doe not just "Select All" or what is visible on the screen.  Very annoying.  

Hi everyone.

Is there any way to filter multiples agents at once under the Schedules screen? Below filter of this screen.

For instance, I have an Excel with n-number of agents, and I want to see information of those n-agents, is it possible to filter all of them at once, rather that entering their name one by one? If there isn't a way, have anyone find a work around on this problem? - Thank you in advance.

Unfortunately we can't use Work Teams for this since they are already in use for Leader tracking purposes. We also thought about creating a Skill for those specific agents, but then we will have more extra steps since our goal is filter n-number of agents that will be changing constantly.

Have your organizations explored the Work Teams functionality? You can assign agents to a work team and then filter by that work team in the schedule. The only drawback(s) is that an agent can only belong to one work team at a time and work teams are division specific.

I have not found a solution but am anxious to hear if anyone else has.  For example, if I want to pull out all the "Inactive" agents, I get get them all by typing "inac" in the agent filter, but you still have to click or unclick every name. If you "Select All" while you have narrowed the field via the Agent Filter text, it still selects every agent in the schedule set.  It doe not just "Select All" or what is visible on the screen.  Very annoying.  

Hi everyone.

Is there any way to filter multiples agents at once under the Schedules screen? Below filter of this screen.

For instance, I have an Excel with n-number of agents, and I want to see information of those n-agents, is it possible to filter all of them at once, rather that entering their name one by one? If there isn't a way, have anyone find a work around on this problem? - Thank you in advance.

We have several grouping/filtering concepts that are supported in WFM (Business Units, Management Units, Work Teams, Planning Groups, Divisions).

We have discussed adding more filter options to some of our views (e.g., Reports To, Staffing Group, Location, Group). @Christopher Johnson for awareness.

What logical grouping is there for the 'n-number of agents in the Excel'? I.e., what do they have in common that would want you to filter the view specific to them?

Unfortunately we can't use Work Teams for this since they are already in use for Leader tracking purposes. We also thought about creating a Skill for those specific agents, but then we will have more extra steps since our goal is filter n-number of agents that will be changing constantly.

Have your organizations explored the Work Teams functionality? You can assign agents to a work team and then filter by that work team in the schedule. The only drawback(s) is that an agent can only belong to one work team at a time and work teams are division specific.

I have not found a solution but am anxious to hear if anyone else has.  For example, if I want to pull out all the "Inactive" agents, I get get them all by typing "inac" in the agent filter, but you still have to click or unclick every name. If you "Select All" while you have narrowed the field via the Agent Filter text, it still selects every agent in the schedule set.  It doe not just "Select All" or what is visible on the screen.  Very annoying.  

Hi everyone.

Is there any way to filter multiples agents at once under the Schedules screen? Below filter of this screen.

For instance, I have an Excel with n-number of agents, and I want to see information of those n-agents, is it possible to filter all of them at once, rather that entering their name one by one? If there isn't a way, have anyone find a work around on this problem? - Thank you in advance.

Hi, thank you for your insight. 

To give you a little bit more of context, we are trying to add 1 specific activity to all agents across multiples Management Units during one week - since we have +300 agents we are trying to keep the amount of agents even during the 7 days.

As we schedule agents, the first day we will have everyone available, but the following days we will have less agents available to plot the activity. So getting to the last days the only way that we have to filter agents without activity is by manually entering the name on the filter on post #1. Which is time consuming since there are +40 names.

We have an Excel spreadsheet with all the names in all MU's, so when it comes to the last days of this example, ideally we would like to just grab all the names that we are missing and just filter all at once, not entering their name one by one. 

For your question, there is no logical grouping, since agents are selected for availability during the day, rather than work team, location or division. 

From the filter options that you mention above, I believe that isn't such a filter where we can filter multiple agents at once - it might be a good addition to the filters currently available.

We have several grouping/filtering concepts that are supported in WFM (Business Units, Management Units, Work Teams, Planning Groups, Divisions).

We have discussed adding more filter options to some of our views (e.g., Reports To, Staffing Group, Location, Group). @Christopher Johnson for awareness.

What logical grouping is there for the 'n-number of agents in the Excel'? I.e., what do they have in common that would want you to filter the view specific to them?

Unfortunately we can't use Work Teams for this since they are already in use for Leader tracking purposes. We also thought about creating a Skill for those specific agents, but then we will have more extra steps since our goal is filter n-number of agents that will be changing constantly.

Have your organizations explored the Work Teams functionality? You can assign agents to a work team and then filter by that work team in the schedule. The only drawback(s) is that an agent can only belong to one work team at a time and work teams are division specific.

I have not found a solution but am anxious to hear if anyone else has.  For example, if I want to pull out all the "Inactive" agents, I get get them all by typing "inac" in the agent filter, but you still have to click or unclick every name. If you "Select All" while you have narrowed the field via the Agent Filter text, it still selects every agent in the schedule set.  It doe not just "Select All" or what is visible on the screen.  Very annoying.  

Hi everyone.

Is there any way to filter multiples agents at once under the Schedules screen? Below filter of this screen.

For instance, I have an Excel with n-number of agents, and I want to see information of those n-agents, is it possible to filter all of them at once, rather that entering their name one by one? If there isn't a way, have anyone find a work around on this problem? - Thank you in advance.

Ah, I see. We have on the roadmap an item called Activity Plans (Ideas Lab link) that might be of interest. @Paul Wood for awareness of the use-case.

Hi, thank you for your insight. 

To give you a little bit more of context, we are trying to add 1 specific activity to all agents across multiples Management Units during one week - since we have +300 agents we are trying to keep the amount of agents even during the 7 days.

As we schedule agents, the first day we will have everyone available, but the following days we will have less agents available to plot the activity. So getting to the last days the only way that we have to filter agents without activity is by manually entering the name on the filter on post #1. Which is time consuming since there are +40 names.

We have an Excel spreadsheet with all the names in all MU's, so when it comes to the last days of this example, ideally we would like to just grab all the names that we are missing and just filter all at once, not entering their name one by one. 

For your question, there is no logical grouping, since agents are selected for availability during the day, rather than work team, location or division. 

From the filter options that you mention above, I believe that isn't such a filter where we can filter multiple agents at once - it might be a good addition to the filters currently available.

We have several grouping/filtering concepts that are supported in WFM (Business Units, Management Units, Work Teams, Planning Groups, Divisions).

We have discussed adding more filter options to some of our views (e.g., Reports To, Staffing Group, Location, Group). @Christopher Johnson for awareness.

What logical grouping is there for the 'n-number of agents in the Excel'? I.e., what do they have in common that would want you to filter the view specific to them?

Unfortunately we can't use Work Teams for this since they are already in use for Leader tracking purposes. We also thought about creating a Skill for those specific agents, but then we will have more extra steps since our goal is filter n-number of agents that will be changing constantly.

Have your organizations explored the Work Teams functionality? You can assign agents to a work team and then filter by that work team in the schedule. The only drawback(s) is that an agent can only belong to one work team at a time and work teams are division specific.

I have not found a solution but am anxious to hear if anyone else has.  For example, if I want to pull out all the "Inactive" agents, I get get them all by typing "inac" in the agent filter, but you still have to click or unclick every name. If you "Select All" while you have narrowed the field via the Agent Filter text, it still selects every agent in the schedule set.  It doe not just "Select All" or what is visible on the screen.  Very annoying.  

Hi everyone.

Is there any way to filter multiples agents at once under the Schedules screen? Below filter of this screen.

For instance, I have an Excel with n-number of agents, and I want to see information of those n-agents, is it possible to filter all of them at once, rather that entering their name one by one? If there isn't a way, have anyone find a work around on this problem? - Thank you in advance.