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  • 1.  New Feature - Enhanced Agent Filter & Sort Options in Schedule Editor

    GENESYS
    Posted 12-06-2024 15:19
    Edited by Tracy Vickers 12-11-2024 04:29
    Hello all, I am excited to announce a new feature for Genesys Cloud Workforce Management releasing during the week of December 9th, 2024 - Enhanced Agent Filter and Sort Options in the Schedule Editor.
    This feature will make it easier to locate the agents and shifts you need to work with and display them in the order needed to get insights quickly.  
    In Schedule Editor:
    • The Filter and Sort dialog has been restructured into Filter and Sort tabs.
    • The Filter tab contains existing, enhanced, and new filter capabilities:
      • Enhanced: Queues filter now supports multiple section
      • New: Activity Codes filter.  Include agents in your filter based on the presence of selected Activity Codes in their shifts.
      • New: Groups.  Include agents in your filter based on their membership in General Groups.
      • New: Locations.  Include agents in your filter based on their membership to Locations
      • New: Reports To.  Include agents in your filter based on their leader in the reports to hierarchy.
      • New: Staffing Groups.  Include agents in your filter based on their membership to Staffing Groups.
    • The Sort tab allows you to configure a nested sort, and new sort criteria
      • New sort criteria 'Constraint Violations Count' - order the shifts by the number of constrain violations
      • Configure nested sorts to place shifts in your preferred order to answer business questions and gain insight at a glance.  For example, first sort by Earliest Start Time ascending, then sort within each Start Time by Agent Name ascending.
      • These fields are available to use for Primary and Secondary sorting:
        • Agent Name
        • Edited Agents
        • Daily Paid
        • Weekly Paid
        • Total Paid
        • Earliest Shift Start
        • Earliest Shift End
        • Daily Adherence
        • Weekly Adherence
        • Conformance
        • Explanations Count
        • Constraint Violations Count


    #WorkforceManagement
    #Scheduling

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    Eric Hagaman
    Product Management Director
    Genesys - Employees
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  • 2.  RE: New Feature - Enhanced Agent Filter & Sort Options in Schedule Editor

    Posted 12-09-2024 15:50

    Does this new filtering also show adherence data when in these individual filters, or does that still require selecting one Management Unit at a time?



    ------------------------------
    Gene Gutierrez | Workforce Coordinator
    Presbyterian Customer Service Center
    Albuquerque, NM
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    Original Message


  • 3.  RE: New Feature - Enhanced Agent Filter & Sort Options in Schedule Editor
    Best Answer

    GENESYS
    Posted 12-09-2024 16:51

    Adherence information does rely on the 1st level filter (and currently requires that 1 MU be selected), this feature enhances the secondary agent filter, which can be used and adherence information will still be visible if just one MU is selected on the 1st level filter.  

    Enhancing adherence information display in the Schedule Editor is on the roadmap.  Tracked in this idea: Ability to view schedules and RTA view | Genesys Cloud Ideas Portal

    Thanks.



    ------------------------------
    Eric Hagaman
    Product Management Director
    Genesys - Employees
    ------------------------------

    Original Message


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