Workforce Engagement Management

Hi there

In Genesys Cloud, can someone please let me know what the scheduling engine will do if at schedule generation time a user is a member of a queue, but is deactivated against that queue?  It seems they're still considered eligible for scheduling against that planning group but I'm not sure if that's correct.
#ScheduleManagement
#Workforce Engagement Management
#Workforce Management

------------------------------
Vaun McCarthy
------------------------------

Hey Vaun,

If the schedule is generated and the agent is assigned to the queue - they will be scheduled, if the agent is then removed from that queue, they will still be scheduled as before.
A new schedule would need to be generated to have them removed from the coverage.

Hope that helps

------------------------------
Tracy
Genesys
------------------------------

Hi Tracy

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 02-18-2022 08:44
From: Tracy Vickers
Subject: Planning group membership if user is member of queue but deactivated?

Hey Vaun,

If the schedule is generated and the agent is assigned to the queue - they will be scheduled, if the agent is then removed from that queue, they will still be scheduled as before.
A new schedule would need to be generated to have them removed from the coverage.

Hope that helps

------------------------------
Tracy
Genesys
------------------------------

Scheduling does not directly take queue deactivation into consideration. Queue deactivation is modeled in to some degree - it is noted by less efficient and less performant actuals (SL, ASA, abandonment rate) and we will adjust staffing requirement upwards.

Queue deactivation is an anti-pattern when it comes to workforce management (same with bullseye routing) and should be avoided.

Most, maybe all, of the use-cases for queue deactivation have other means that are WFM friendly - e.g., wanting to have some agents deactivated in a secondary queue and to be activated when that queue has really low SL...instead...don't use queue (de)activation and instead create rules (i.e., check on SL, EWT, queue depth, number of available agents, etc. prior to enqueuing to the primary queue) to push volume to a queue those 'supplemental' agents are always activated in.

------------------------------
Jay Langsford
VP, R&D
------------------------------

Jay;

Can you explain a little more about creating rules vs. (de)activation?

------------------------------
Lisa Cummings
AdaptHealth LLC
------------------------------

Original Message:
Sent: 02-19-2022 07:15
From: Jay Langsford
Subject: Planning group membership if user is member of queue but deactivated?

Scheduling does not directly take queue deactivation into consideration. Queue deactivation is modeled in to some degree - it is noted by less efficient and less performant actuals (SL, ASA, abandonment rate) and we will adjust staffing requirement upwards.

Queue deactivation is an anti-pattern when it comes to workforce management (same with bullseye routing) and should be avoided.

Most, maybe all, of the use-cases for queue deactivation have other means that are WFM friendly - e.g., wanting to have some agents deactivated in a secondary queue and to be activated when that queue has really low SL...instead...don't use queue (de)activation and instead create rules (i.e., check on SL, EWT, queue depth, number of available agents, etc. prior to enqueuing to the primary queue) to push volume to a queue those 'supplemental' agents are always activated in.

------------------------------
Jay Langsford
VP, R&D
------------------------------

The 'rules' would be in flows you setup via Architect (i.e., inbound flow where queuing decisions are made based on something (e.g., SL, ASA, abandonment rate, EWT, queue depth, number of available agents, etc.).

https://help.mypurecloud.com/articles/about-architect/

------------------------------
Jay Langsford
VP, R&D
------------------------------

Original Message:
Sent: 02-21-2022 10:20
From: Lisa Cummings
Subject: Planning group membership if user is member of queue but deactivated?

Jay;

Can you explain a little more about creating rules vs. (de)activation?

------------------------------
Lisa Cummings
AdaptHealth LLC
------------------------------


Original Message:
Sent: 02-19-2022 07:15
From: Jay Langsford
Subject: Planning group membership if user is member of queue but deactivated?

Scheduling does not directly take queue deactivation into consideration. Queue deactivation is modeled in to some degree - it is noted by less efficient and less performant actuals (SL, ASA, abandonment rate) and we will adjust staffing requirement upwards.

Queue deactivation is an anti-pattern when it comes to workforce management (same with bullseye routing) and should be avoided.

Most, maybe all, of the use-cases for queue deactivation have other means that are WFM friendly - e.g., wanting to have some agents deactivated in a secondary queue and to be activated when that queue has really low SL...instead...don't use queue (de)activation and instead create rules (i.e., check on SL, EWT, queue depth, number of available agents, etc. prior to enqueuing to the primary queue) to push volume to a queue those 'supplemental' agents are always activated in.

------------------------------
Jay Langsford
VP, R&D

Today we have calls roll to an overflow queue from our primary queue and secondary agents take the calls.  Is that what you are referring to?

------------------------------
Lisa Cummings
AdaptHealth LLC
------------------------------

Original Message:
Sent: 02-21-2022 12:27
From: Jay Langsford
Subject: Planning group membership if user is member of queue but deactivated?

The 'rules' would be in flows you setup via Architect (i.e., inbound flow where queuing decisions are made based on something (e.g., SL, ASA, abandonment rate, EWT, queue depth, number of available agents, etc.).

https://help.mypurecloud.com/articles/about-architect/

------------------------------
Jay Langsford
VP, R&D
------------------------------


Original Message:
Sent: 02-21-2022 10:20
From: Lisa Cummings
Subject: Planning group membership if user is member of queue but deactivated?

Jay;

Can you explain a little more about creating rules vs. (de)activation?

------------------------------
Lisa Cummings
AdaptHealth LLC


Original Message:
Sent: 02-19-2022 07:15
From: Jay Langsford
Subject: Planning group membership if user is member of queue but deactivated?

Scheduling does not directly take queue deactivation into consideration. Queue deactivation is modeled in to some degree - it is noted by less efficient and less performant actuals (SL, ASA, abandonment rate) and we will adjust staffing requirement upwards.

Queue deactivation is an anti-pattern when it comes to workforce management (same with bullseye routing) and should be avoided.

Most, maybe all, of the use-cases for queue deactivation have other means that are WFM friendly - e.g., wanting to have some agents deactivated in a secondary queue and to be activated when that queue has really low SL...instead...don't use queue (de)activation and instead create rules (i.e., check on SL, EWT, queue depth, number of available agents, etc. prior to enqueuing to the primary queue) to push volume to a queue those 'supplemental' agents are always activated in.

------------------------------
Jay Langsford
VP, R&D

Yes, overflow queues can be WFM friendly.

------------------------------
Jay Langsford
VP, R&D
------------------------------

Original Message:
Sent: 02-21-2022 12:34
From: Lisa Cummings
Subject: Planning group membership if user is member of queue but deactivated?

Today we have calls roll to an overflow queue from our primary queue and secondary agents take the calls.  Is that what you are referring to?

------------------------------
Lisa Cummings
AdaptHealth LLC
------------------------------


Original Message:
Sent: 02-21-2022 12:27
From: Jay Langsford
Subject: Planning group membership if user is member of queue but deactivated?

The 'rules' would be in flows you setup via Architect (i.e., inbound flow where queuing decisions are made based on something (e.g., SL, ASA, abandonment rate, EWT, queue depth, number of available agents, etc.).

https://help.mypurecloud.com/articles/about-architect/

------------------------------
Jay Langsford
VP, R&D


Original Message:
Sent: 02-21-2022 10:20
From: Lisa Cummings
Subject: Planning group membership if user is member of queue but deactivated?

Jay;

Can you explain a little more about creating rules vs. (de)activation?

------------------------------
Lisa Cummings
AdaptHealth LLC


Original Message:
Sent: 02-19-2022 07:15
From: Jay Langsford
Subject: Planning group membership if user is member of queue but deactivated?

Scheduling does not directly take queue deactivation into consideration. Queue deactivation is modeled in to some degree - it is noted by less efficient and less performant actuals (SL, ASA, abandonment rate) and we will adjust staffing requirement upwards.

Queue deactivation is an anti-pattern when it comes to workforce management (same with bullseye routing) and should be avoided.

Most, maybe all, of the use-cases for queue deactivation have other means that are WFM friendly - e.g., wanting to have some agents deactivated in a secondary queue and to be activated when that queue has really low SL...instead...don't use queue (de)activation and instead create rules (i.e., check on SL, EWT, queue depth, number of available agents, etc. prior to enqueuing to the primary queue) to push volume to a queue those 'supplemental' agents are always activated in.

------------------------------
Jay Langsford
VP, R&D