Workforce Engagement Management

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  • 1.  Genesys Cloud WFM Alerts

    Posted 06-23-2023 16:32
    Edited by Debora Gomes 06-23-2023 17:09

    Hi there,

    I see that we have an idea that is highly voted but not yet on the roadmap for "scheduled activity reminders". https://genesyscloud.ideas.aha.io/ideas/WEM-I-331

    A customer is asking how their agents can receive a notification 5 minutes before the end of their shift, and how their supervisors could receive the same.

    This is the ideal scenario that they expect to be able to have configured on a near future. Do we have any workarounds available since that is not possible yet?

    Thank you.

    Debora

    #Alerts #Schedules #Workforcemanagement 


    #Scheduling

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    Debora Gomes
    Miratech, Inc
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  • 2.  RE: Genesys Cloud WFM Alerts

    GENESYS
    Posted 06-26-2023 10:35

    There are no workarounds in the app itself.  You could query the API to get schedules and then run your own alerts, but you'd effectively be building the scheduled activity reminders feature yourself.  

    CC our PM @Paul Wood 



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    Joe Behymer, Director
    PureCloud Workforce Management Development Team
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  • 3.  RE: Genesys Cloud WFM Alerts
    Best Answer

    Posted 06-26-2023 13:06
    Edited by Debora Gomes 06-27-2023 12:11

    Thanks, Joe and Paul.

    One possible work around could be to configure a new activity code type Off Queue, named "End of the shift" and have that added to the work plans at the end of the shifts?

    On this case, would the 'Off Queue' activity code ( End of the shift) generate an alert informing that is about to get started, right? 

    Thank you,

    Debora



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    Debora Gomes
    Miratech, Inc
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  • 4.  RE: Genesys Cloud WFM Alerts

    Posted 06-27-2023 12:11
    Edited by Debora Gomes 06-27-2023 12:11

    Hi @Paul WoodI have tested the workaround I described above and it worked like a charm.

    Thanks, 

    Debora



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    Debora Gomes
    Miratech, Inc
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  • 5.  RE: Genesys Cloud WFM Alerts

    Posted 07-08-2023 17:04

    Notifications are indeed always useful and hopefully Genesys would extend alert rules to WFM soon. We have opted for integrating such alerts on mobile for both agents and managers.

    The notifications can be configured with custom timers for the following use cases

    • Positive and Negative adherence exceptions
    • The start and end of paid activities
    • The start and end of unpaid activities
    • Appointment start
    • Time off start

    If you'd like to see more details on how Genesys Cloud WFM can be enriched, you can check out notifications and alerts for Genesys Cloud on mobile



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    Hichem Agrebi
    CC-Expertise Ltd
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  • 6.  RE: Genesys Cloud WFM Alerts

    GENESYS
    Posted 06-26-2023 11:13

    Hi Debora, 

    as Joe has said there is no workaround at the moment.
    While this is an idea that we have accepted for future development. There are a few other notification developments required before we are able to work on this specific idea. As we continue to prioritise the ideas and promote them to the roadmap we will post updates, unfortunately, I'm unable to provide any time frames at the moment.

    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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