Workforce Engagement Management

Hello Community members,

We're excited to announce the release of Team View, a new capability in Genesys Cloud that allows Agents to view the schedules of other Agents within their Management Unit (MU).

What This Means for You

Until now, Agents could only see their own schedules, making it harder to know who else was working at the same time. With Team View, Agents can now:

• See who they'll be working with on a given day.

• Know who is taking over after their shift.

• Coordinate breaks or lunches with colleagues.

• Quickly spot who might be available for a shift trade.

This helps Agents feel more connected, reduces uncertainty, and makes it easier to plan around teammates.

What You'll See

• Agents can view schedules for all members of their own Management Unit only.

• The view is at a Category level only (e.g., Meeting, Break, On Queue, Meal, Time Off).

  • You will not see detailed activity names or descriptions, ensuring privacy is maintained.

Day and Week Views

• Day View gives you a clear picture of what colleagues are doing today at a Category level.

• Week View shows a broader view, helping you quickly see who is working across the week.

Learn More

For more information on this new view, including the permissions required, check out our Resource Center article here: https://help.mypurecloud.com/articles/team-schedule-view/

#ScheduleManagement

------------------------------
Andy Boland
Product Manager
------------------------------

Hi @Andy Boland, I cannot see in the ntoes but how do we deactivate this feature as we do not want agents seeing other peoples information currently. 

Hello Community members,

We're excited to announce the release of Team View, a new capability in Genesys Cloud that allows Agents to view the schedules of other Agents within their Management Unit (MU).

What This Means for You

Until now, Agents could only see their own schedules, making it harder to know who else was working at the same time. With Team View, Agents can now:

• See who they'll be working with on a given day.

• Know who is taking over after their shift.

• Coordinate breaks or lunches with colleagues.

• Quickly spot who might be available for a shift trade.

This helps Agents feel more connected, reduces uncertainty, and makes it easier to plan around teammates.

What You'll See

• Agents can view schedules for all members of their own Management Unit only.

• The view is at a Category level only (e.g., Meeting, Break, On Queue, Meal, Time Off).

  • You will not see detailed activity names or descriptions, ensuring privacy is maintained.

Day and Week Views

• Day View gives you a clear picture of what colleagues are doing today at a Category level.

• Week View shows a broader view, helping you quickly see who is working across the week.

Learn More

For more information on this new view, including the permissions required, check out our Resource Center article here: https://help.mypurecloud.com/articles/team-schedule-view/

#ScheduleManagement

------------------------------
Andy Boland
Product Manager
------------------------------

Hi Mike

Thanks for your message

The feature is not on by default. You will need to add the permissions to the Agents you would want to have access for this

Thanks

Hi @Andy Boland, I cannot see in the ntoes but how do we deactivate this feature as we do not want agents seeing other peoples information currently. 

Hello Community members,

We're excited to announce the release of Team View, a new capability in Genesys Cloud that allows Agents to view the schedules of other Agents within their Management Unit (MU).

What This Means for You

Until now, Agents could only see their own schedules, making it harder to know who else was working at the same time. With Team View, Agents can now:

• See who they'll be working with on a given day.

• Know who is taking over after their shift.

• Coordinate breaks or lunches with colleagues.

• Quickly spot who might be available for a shift trade.

This helps Agents feel more connected, reduces uncertainty, and makes it easier to plan around teammates.

What You'll See

• Agents can view schedules for all members of their own Management Unit only.

• The view is at a Category level only (e.g., Meeting, Break, On Queue, Meal, Time Off).

  • You will not see detailed activity names or descriptions, ensuring privacy is maintained.

Day and Week Views

• Day View gives you a clear picture of what colleagues are doing today at a Category level.

• Week View shows a broader view, helping you quickly see who is working across the week.

Learn More

For more information on this new view, including the permissions required, check out our Resource Center article here: https://help.mypurecloud.com/articles/team-schedule-view/

#ScheduleManagement

------------------------------
Andy Boland
Product Manager
------------------------------

Thank you Andy, what permissions are required for this feature. It is not listed in the release notes where it normally its. 

Regards

Mike

Hi Mike

Thanks for your message

The feature is not on by default. You will need to add the permissions to the Agents you would want to have access for this

Thanks

Hi @Andy Boland, I cannot see in the ntoes but how do we deactivate this feature as we do not want agents seeing other peoples information currently. 

Hello Community members,

We're excited to announce the release of Team View, a new capability in Genesys Cloud that allows Agents to view the schedules of other Agents within their Management Unit (MU).

What This Means for You

Until now, Agents could only see their own schedules, making it harder to know who else was working at the same time. With Team View, Agents can now:

• See who they'll be working with on a given day.

• Know who is taking over after their shift.

• Coordinate breaks or lunches with colleagues.

• Quickly spot who might be available for a shift trade.

This helps Agents feel more connected, reduces uncertainty, and makes it easier to plan around teammates.

What You'll See

• Agents can view schedules for all members of their own Management Unit only.

• The view is at a Category level only (e.g., Meeting, Break, On Queue, Meal, Time Off).

  • You will not see detailed activity names or descriptions, ensuring privacy is maintained.

Day and Week Views

• Day View gives you a clear picture of what colleagues are doing today at a Category level.

• Week View shows a broader view, helping you quickly see who is working across the week.

Learn More

For more information on this new view, including the permissions required, check out our Resource Center article here: https://help.mypurecloud.com/articles/team-schedule-view/

#ScheduleManagement

------------------------------
Andy Boland
Product Manager
------------------------------

Hi Mike

My apologies, let me check on the release notes for you.

The permissions are listed in the prerequisites section of this article: https://help.mypurecloud.com/articles/team-schedule-view/

Thanks

Thank you Andy, what permissions are required for this feature. It is not listed in the release notes where it normally its. 

Regards

Mike

Hi Mike

Thanks for your message

The feature is not on by default. You will need to add the permissions to the Agents you would want to have access for this

Thanks

Hi @Andy Boland, I cannot see in the ntoes but how do we deactivate this feature as we do not want agents seeing other peoples information currently. 

Hello Community members,

We're excited to announce the release of Team View, a new capability in Genesys Cloud that allows Agents to view the schedules of other Agents within their Management Unit (MU).

What This Means for You

Until now, Agents could only see their own schedules, making it harder to know who else was working at the same time. With Team View, Agents can now:

• See who they'll be working with on a given day.

• Know who is taking over after their shift.

• Coordinate breaks or lunches with colleagues.

• Quickly spot who might be available for a shift trade.

This helps Agents feel more connected, reduces uncertainty, and makes it easier to plan around teammates.

What You'll See

• Agents can view schedules for all members of their own Management Unit only.

• The view is at a Category level only (e.g., Meeting, Break, On Queue, Meal, Time Off).

  • You will not see detailed activity names or descriptions, ensuring privacy is maintained.

Day and Week Views

• Day View gives you a clear picture of what colleagues are doing today at a Category level.

• Week View shows a broader view, helping you quickly see who is working across the week.

Learn More

For more information on this new view, including the permissions required, check out our Resource Center article here: https://help.mypurecloud.com/articles/team-schedule-view/

#ScheduleManagement

------------------------------
Andy Boland
Product Manager
------------------------------

Hello Community members,

We're excited to announce the release of Team View, a new capability in Genesys Cloud that allows Agents to view the schedules of other Agents within their Management Unit (MU).

What This Means for You

Until now, Agents could only see their own schedules, making it harder to know who else was working at the same time. With Team View, Agents can now:

• See who they'll be working with on a given day.

• Know who is taking over after their shift.

• Coordinate breaks or lunches with colleagues.

• Quickly spot who might be available for a shift trade.

This helps Agents feel more connected, reduces uncertainty, and makes it easier to plan around teammates.

What You'll See

• Agents can view schedules for all members of their own Management Unit only.

• The view is at a Category level only (e.g., Meeting, Break, On Queue, Meal, Time Off).

  • You will not see detailed activity names or descriptions, ensuring privacy is maintained.

Day and Week Views

• Day View gives you a clear picture of what colleagues are doing today at a Category level.

• Week View shows a broader view, helping you quickly see who is working across the week.

Learn More

For more information on this new view, including the permissions required, check out our Resource Center article here: https://help.mypurecloud.com/articles/team-schedule-view/

#ScheduleManagement

------------------------------
Andy Boland
Product Manager
------------------------------

Hello Community members,

We're excited to announce the release of Team View, a new capability in Genesys Cloud that allows Agents to view the schedules of other Agents within their Management Unit (MU).

What This Means for You

Until now, Agents could only see their own schedules, making it harder to know who else was working at the same time. With Team View, Agents can now:

• See who they'll be working with on a given day.

• Know who is taking over after their shift.

• Coordinate breaks or lunches with colleagues.

• Quickly spot who might be available for a shift trade.

This helps Agents feel more connected, reduces uncertainty, and makes it easier to plan around teammates.

What You'll See

• Agents can view schedules for all members of their own Management Unit only.

• The view is at a Category level only (e.g., Meeting, Break, On Queue, Meal, Time Off).

  • You will not see detailed activity names or descriptions, ensuring privacy is maintained.

Day and Week Views

• Day View gives you a clear picture of what colleagues are doing today at a Category level.

• Week View shows a broader view, helping you quickly see who is working across the week.

Learn More

For more information on this new view, including the permissions required, check out our Resource Center article here: https://help.mypurecloud.com/articles/team-schedule-view/

#ScheduleManagement

------------------------------
Andy Boland
Product Manager
------------------------------

Hey @Andy Boland - This is exciting, I've been looking forward to this.  
Question regarding the permissions.

Along with the Workforce Management > Agent Management Unit Schedule > View permission we also require the 
UI > Agent Activity > View .

For background, our agents do use the activity view. We are slowly working our way to have them view more, however, we do not assign training modules to our agents via Genesys we have our own enterprise level applications that support this.  
Is there a way to remove the widgets that appear on the Overview Tab in the Activity screen?
Is there thought to including the team view in the Analytics Workspace as well? As agents can also view their performance here (evaluations, interactions, their specific performance, schedule, state etc).

Hello Community members,

We're excited to announce the release of Team View, a new capability in Genesys Cloud that allows Agents to view the schedules of other Agents within their Management Unit (MU).

What This Means for You

Until now, Agents could only see their own schedules, making it harder to know who else was working at the same time. With Team View, Agents can now:

• See who they'll be working with on a given day.

• Know who is taking over after their shift.

• Coordinate breaks or lunches with colleagues.

• Quickly spot who might be available for a shift trade.

This helps Agents feel more connected, reduces uncertainty, and makes it easier to plan around teammates.

What You'll See

• Agents can view schedules for all members of their own Management Unit only.

• The view is at a Category level only (e.g., Meeting, Break, On Queue, Meal, Time Off).

  • You will not see detailed activity names or descriptions, ensuring privacy is maintained.

Day and Week Views

• Day View gives you a clear picture of what colleagues are doing today at a Category level.

• Week View shows a broader view, helping you quickly see who is working across the week.

Learn More

For more information on this new view, including the permissions required, check out our Resource Center article here: https://help.mypurecloud.com/articles/team-schedule-view/

#ScheduleManagement

------------------------------
Andy Boland
Product Manager
------------------------------