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  • 1.  Missing Schedule Adherence Data When Moving Agents Across MUs (Same BU)

    Posted 07-26-2023 17:51
    No replies, thread closed.
    Hi everyone. This has been an ongoing challenge within our organization and I'm curious if anyone has identified any helpful workarounds.
    We build schedules 5-6 weeks in advance and publish 4 weeks in advance. We also see a lot of agent movement as they train and skill up to different management units (MU) within a single business unit (BU). We wait until a date occurs in real time to make these MU changes e.g. move agents on July 31 if training starts on July 31. We do not want to have agents falsely reporting in the wrong MU too soon as this will skew the group data. As a result of all these factors, supervisors are currently unable to view schedule adherence data during the ~5 week transition period between MUs. It's inconvenient to not be able to review agent adherence for several weeks, especially after they have learned a brand new skill. It would be great if we could catch any potential problems before they become habits after a few weeks unchecked. 

    #Genesys Cloud CX
    #Workforce Management
    #ScheduleManagement
    #Performance Management

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    Andrea Rushfeldt
    ATB Financial
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  • 2.  RE: Missing Schedule Adherence Data When Moving Agents Across MUs (Same BU)

    Posted 07-27-2023 13:52
    Edited by Tracy Vickers 08-04-2025 05:26
    No replies, thread closed.

    Andrea, 

    Agreed that if there is a lot of movements this could become a challenge.  There is an idea to change how adherence is reported, which I see that you commented and voted for. Thank you! I think we will see this change in the future.

    Lots to unpack here … 

    With the 5-6 week ~4 published... are agents' newly trained queue/skill assignments missing in schedules, requires a reschedule or regeneration to capture new agent capabilities? 

    Do they really need to move between MU's, i.e. are adherence targets different between MU's?, Time Off Limit groupings? ...  My thoughts around training and development (upskilling), the best practice is to utilize a training and development pathway via PG's where you train then add new queue / skills as proficiency is gained the agent is automagically present in their new PG's for rescheduling and forecast/schedule generation cycles.  They don't need to be moved to a new MU to be scheduled against workload. 

    Some additional thoughts... 

    • Limit MU movement and create development path style PG's, assign agents new queue/skills as they rise in proficiency, aligned with scheduling cycles?
    • Is utilizing Work Teams for adherence reporting groupings a possibility for this purpose?  Regardless of MU transitions Work Teams would remain an in tact group of agents. (some maintenance required)
    • Are you able to pull Adherence data into a data repository via API and leverage a BI tool for the purpose of reporting agent adherence? 
    • Utilize temporary placeholder Training / Development MU for transition periods. 

    Let me know should you have follow ups. 

    Thanks, 

    Chuck



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    Chuck Swain
    Genesys
    WEM Leadership
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  • 3.  RE: Missing Schedule Adherence Data When Moving Agents Across MUs (Same BU)

    Posted 10-24-2023 14:11
    No replies, thread closed.

    I submitted a ticket and a workaround was identified but it does require some work. For those interested, here are the steps I was provided:

    1. Confirm agent is currently assigned to correct MU and Work Plan
    2. Remove affected agent from the schedule using "Remove Agent" (record schedule details somewhere in case schedule history isn't available)
    3. *Important* Navigate completely out of the schedule view e.g. Admin > Work Teams
    4. Go back into the schedule and re-add those agents using "Add Agent." Confirm that they are assigned to the correct MU in the pop-up window. 
    5. Run a reschedule to confirm the work plan has been successfully reconfigured.



    ------------------------------
    Andrea Rushfeldt
    ATB Financial
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