Workforce Engagement Management

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  • 1.  Recurring Activities by Work Team

    Posted 10-10-2022 16:43
    We have agent's base schedules setup in Work plans with the basic shift, breaks and lunches that the scheduler uses.  On top of their base schedules, based on team we also would like to add in weekly coaching (individually) and a team meeting.  Is there a way to add this to be a recurring activity without needing to create individual work plans but after the schedules are created?  A similar feature would be the calendar events with the on-premises version.
    #GenesysCloudCX
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    #Scheduling

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    Travis Keck
    Newfold Digital
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  • 2.  RE: Recurring Activities by Work Team

    Posted 10-11-2022 09:33
    HI Travis,

    We were wondering the same thing.  Being that my WFM team is pretty small we needed to find time savings anywhere we could.  We were able to plug in an agents weekly team meetings and their bi- weekly 1on1 on their work plan to have them generate when we run schedules. Mind you we run rotations for all of our agents since they work every other Saturday so the meeting was added to every work plan and rotation, the 1on1 was added only to the week it falls on.  Dont get me wrong, we have about 200 agents so it definitely took some time to build out, but now that it is set the weekly time savings are huge!  It is not ideal like in other systems where the recurring meetings were tied to the supervisor but it gets the job done until something easier is introduced. Let me know if you have any questions.


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    Pablo Flores
    Security Service Federal Credit Union
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  • 3.  RE: Recurring Activities by Work Team

    Posted 10-11-2022 10:11
    We have a similar problem.  There is no way to easily schedule "irregular" recurring events meaning something like every 4th Tuesday or the 1st Monday of each month.  You could theoretically set up a workplan rotation for the "every 3 week scenario".  But that would require setting up rotations for everyone on the team which again, can be done but its time consuming.   On the back end however, it would save time if the events are already generated on the schedule.  It would be nice if there was a feature like MS Outlook where you very simply set up a recurring appointment by every "X" day/week etc.

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    Tom Magness
    Johnson & Johnson
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  • 4.  RE: Recurring Activities by Work Team
    Best Answer

    GENESYS
    Posted 10-12-2022 11:50

    Hi All, 

    we are currently researching and designing a Bulk Activity Planner with Recurrence, based on the idea WFMSCH-I-72.

    This will bring the ability to create rules for Bulk Scheduling Employees in the current and future schedules with or without recurrence. You'll be able to create attendee groups from all in the BU down to a specific group and schedule them as predetermined group sizes, team meetings, training, briefings or as individuals, e-learning, self-development, coaching with a mentor...

    Please head over to the ideas Lab and join the conversation there and if you're not already registered take a look at the Sponsored User Program where you'll able to help with user feedback sessions and gain access to early prototypes and beta tests.

    Paul 



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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