Workforce Engagement Management

Hello!

I'm a pretty new Genesys user and am still learning - there's so much to it!

I am looking for a way to allow the members of the team to see the schedules of the rest of the team. We have a team of 27 agents who cover the Service Desk 24x7. It's especially helpful for people to have schedule insight on the weekends and the wee hours when we're staffed much more leanly because people know who to expect and when and can call leadership if someone's expected and doesn't come online. It's also nice for shift swaps, to know who might be able to swap with you.
 
We've been manually pulling the schedule from UKG (which pulls from Genesys, but provides a clean view) and posting it, but I'd love a way for the agents to see this themselves and for us to not have to do this manual task, which we have to redo every time we approve a vacation day or have any kind of schedule change. 

I tried all 4 schedule export options, but nothing really gives an easy view and it doesn't appear to be something that can be automated to regularly export anyway.

I found this post from 2017: Genesys Cloud - Main - Genesys and it seemed to indicate it was something that may be on the horizon, but I'm not seeing anything. I could be searching the wrong terms/places, so I thought I'd check with this lovely community. :)

Thanks!

-Melanie

#Workforce Management

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Melanie Woodrich
Service Desk Supervisor
Henry Ford Health
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Hi Melanie,

I believe you can configure permissions so that agents are able to view the full schedule under workforce management. This would allow them to view the entire schedule but they would not be able to make any changes or view adherence. I'm not certain but this may be the permission you would want to grant:

Workforce Management  Published Schedule  View

Regards

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Paul Soulodre
Alberta Motor Association
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Hi Melanie,

Today we don't have this option available. The user can see the team members' schedules by accessing the published schedule only.

We have an idea, you can help with your vote: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-206 for this new feature.

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
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Hi Melanie, 
as @Paul Soulodre has said there is a workaround where you give agents read access to the Schedule Admin view, while the permission can be further restricted to a single Work Team, this is not an ideal solution as agents can see all of the schedule details, some of which might be considered Personal Identifiable Information.

We are about to start researching the idea, WESCH-I-206, this would be an agent-specific view of the schedules of their peers. Please take a look at the idea and add your vote, comments and use case to help us best understand the requirements and possible restrictions for this view.

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Paul,

Thank you! I voted for the idea when Breno posted about it, but I can go back and add comments and use case to hopefully help.

I am surprised it doesn't have many more votes at this point, because it's one of the things that I assumed would be useful in so many places, particularly 24x7 teams and remote teams (we're both). Genesys is so feature-rich and offers much more than our last system, but this is one of the features we relied on and we're definitely missing it! 

Thanks all for the suggestions and help!

-Melanie

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Melanie Woodrich
Service Desk Supervisor
Henry Ford Health
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Original Message:
Sent: 02-07-2024 04:36
From: Paul Wood
Subject: Is there a way for team members to view each other's schedules?

Hi Melanie, 
as @Paul Soulodre has said there is a workaround where you give agents read access to the Schedule Admin view, while the permission can be further restricted to a single Work Team, this is not an ideal solution as agents can see all of the schedule details, some of which might be considered Personal Identifiable Information.

We are about to start researching the idea, WESCH-I-206, this would be an agent-specific view of the schedules of their peers. Please take a look at the idea and add your vote, comments and use case to help us best understand the requirements and possible restrictions for this view.

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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