Workforce Engagement Management

I've been trying to find the answer in help guides, etc., but when using the Schedule feature in WFM, should agents get alerts when an activity should be starting (like a reminder)? For example, is there a way for the system to pop-up an alert to the agent that they have lunch scheduled to start in 5 minutes? Thanks!
#ScheduleManagement
#Workforce Engagement Management
#Workforce Management
#Ask Me Anything (AMA) Event
#Other/Not Sure

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Hi Amber, 

In Genesys Cloud I would say it is reactive instead of proactive when it comes to scheduled events, meaning they get alerted when they are doing something other than what they are currently scheduled for.  They do not get the proactive alert of an upcoming event on their schedule.  There is an idea requesting the feature that you can vote on (CLWFO-I-71).  

Thanks!

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------

Jason - My staff is not getting alerts when they are in a state they aren't supposed to be in. For example, yesterday, two agents switched lunches. Neither got an alert that they were doing something other than what was scheduled. Is there a setting we need to modify to ensure they get alerts? (FYI we are in the first week of trying to use the Schedules in WFM).

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 09-23-2021 14:22
From: Jason Lorden
Subject: Schedule alerts?

Hi Amber,

In Genesys Cloud I would say it is reactive instead of proactive when it comes to scheduled events, meaning they get alerted when they are doing something other than what they are currently scheduled for.  They do not get the proactive alert of an upcoming event on their schedule.  There is an idea requesting the feature that you can vote on (CLWFO-I-71).

Thanks!

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------

I am pretty sure they just have to go into their preferences in Genesys and on the Notifications tab check the box for "Allow Pop-Up Notifications".  Otherwise, they have to be on the schedules tab in Genesys and they will see an alert at the top of the screen (https://help.mypurecloud.com/articles/view-adherence-notification/).

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 09-23-2021 14:30
From: Amber Krueger
Subject: Schedule alerts?

Jason - My staff is not getting alerts when they are in a state they aren't supposed to be in. For example, yesterday, two agents switched lunches. Neither got an alert that they were doing something other than what was scheduled. Is there a setting we need to modify to ensure they get alerts? (FYI we are in the first week of trying to use the Schedules in WFM).

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------


Original Message:
Sent: 09-23-2021 14:22
From: Jason Lorden
Subject: Schedule alerts?

Hi Amber,

In Genesys Cloud I would say it is reactive instead of proactive when it comes to scheduled events, meaning they get alerted when they are doing something other than what they are currently scheduled for.  They do not get the proactive alert of an upcoming event on their schedule.  There is an idea requesting the feature that you can vote on (CLWFO-I-71).

Thanks!

------------------------------
Jason Lorden
Independent Health Association, Inc.

We've got the alerts now - thanks for the help!

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 09-23-2021 14:47
From: Jason Lorden
Subject: Schedule alerts?

I am pretty sure they just have to go into their preferences in Genesys and on the Notifications tab check the box for "Allow Pop-Up Notifications".  Otherwise, they have to be on the schedules tab in Genesys and they will see an alert at the top of the screen (https://help.mypurecloud.com/articles/view-adherence-notification/).

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------


Original Message:
Sent: 09-23-2021 14:30
From: Amber Krueger
Subject: Schedule alerts?

Jason - My staff is not getting alerts when they are in a state they aren't supposed to be in. For example, yesterday, two agents switched lunches. Neither got an alert that they were doing something other than what was scheduled. Is there a setting we need to modify to ensure they get alerts? (FYI we are in the first week of trying to use the Schedules in WFM).

------------------------------
Amber Krueger
Ultimus Fund Solutions


Original Message:
Sent: 09-23-2021 14:22
From: Jason Lorden
Subject: Schedule alerts?

Hi Amber,

In Genesys Cloud I would say it is reactive instead of proactive when it comes to scheduled events, meaning they get alerted when they are doing something other than what they are currently scheduled for.  They do not get the proactive alert of an upcoming event on their schedule.  There is an idea requesting the feature that you can vote on (CLWFO-I-71).

Thanks!

------------------------------
Jason Lorden
Independent Health Association, Inc.

May be this can inspire others to do something similar. We have built multiple notification capabilities on a mobile app (WEM Optimizer on AppFoundry):
User customizable and separate notifications for paid activities, unpaid activities, appointments, tasks, time off. Users can swipe to select the time interval for each notification.
We believe that this provides some flexibility to enable/disable alerts for different types of activities especially when users are away from their desks.  


------------------------------
Hichem Agrebi
hichem.agrebi@cc-expertise.com
CC-Expertise Ltd
------------------------------

Genesys Cloud and Tempo (free mobile agent app) both will notify an agent is out of adherence pursuant to permissions, having a published schedule, and adherence configurations.

The ability for an admin to specify with an optional permission controlled ability for agents to change/set times for notifications per activity category (e.g., 5m before Break; 15m before On Queue) is covered under the following idea: https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-71

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

Hi Jay,

Do you know when this feature is coming? this was requested Jan 2018.

------------------------------
ATB - Vincent R. Sabolboro
ATB Financial
------------------------------

Original Message:
Sent: 09-24-2021 06:32
From: Jay Langsford
Subject: Schedule alerts?

Genesys Cloud and Tempo (free mobile agent app) both will notify an agent is out of adherence pursuant to permissions, having a published schedule, and adherence configurations.

The ability for an admin to specify with an optional permission controlled ability for agents to change/set times for notifications per activity category (e.g., 5m before Break; 15m before On Queue) is covered under the following idea: https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-71

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

You can ask on the idea itself. We are not currently working on this so a question to Product Management. More votes will help with prioritization.

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

Original Message:
Sent: 09-24-2021 10:19
From: ATB - Vincent R. Sabolboro
Subject: Schedule alerts?

Hi Jay,

Do you know when this feature is coming? this was requested Jan 2018.

------------------------------
ATB - Vincent R. Sabolboro
ATB Financial
------------------------------


Original Message:
Sent: 09-24-2021 06:32
From: Jay Langsford
Subject: Schedule alerts?

Genesys Cloud and Tempo (free mobile agent app) both will notify an agent is out of adherence pursuant to permissions, having a published schedule, and adherence configurations.

The ability for an admin to specify with an optional permission controlled ability for agents to change/set times for notifications per activity category (e.g., 5m before Break; 15m before On Queue) is covered under the following idea: https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-71

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

Hi Jay,

How can I put in my vote to request this for PEC as well?
I'm still at a loss as to how top of the line WFM solution does not have agent notifications of scheduled activities.

Thank you,
Zoe

------------------------------
ZoeBeatty
Workforce Management Specialist
Las Vegas Valley Water District
------------------------------

Original Message:
Sent: 09-30-2021 17:31
From: Jay Langsford
Subject: Schedule alerts?

You can ask on the idea itself. We are not currently working on this so a question to Product Management. More votes will help with prioritization.

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


Original Message:
Sent: 09-24-2021 10:19
From: ATB - Vincent R. Sabolboro
Subject: Schedule alerts?

Hi Jay,

Do you know when this feature is coming? this was requested Jan 2018.

------------------------------
ATB - Vincent R. Sabolboro
ATB Financial


Original Message:
Sent: 09-24-2021 06:32
From: Jay Langsford
Subject: Schedule alerts?

Genesys Cloud and Tempo (free mobile agent app) both will notify an agent is out of adherence pursuant to permissions, having a published schedule, and adherence configurations.

The ability for an admin to specify with an optional permission controlled ability for agents to change/set times for notifications per activity category (e.g., 5m before Break; 15m before On Queue) is covered under the following idea: https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-71

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

Hi Zoe,

We have 3 ideas labs depending on your solution, they are:

Genesys Cloud CX Ideas
Genesys Multicloud CX Ideas
PureConnect Ideas

Hope this helps.

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

Original Message:
Sent: 10-06-2021 15:41
From: Zoe Beatty
Subject: Schedule alerts?

Hi Jay,

How can I put in my vote to request this for PEC as well?
I'm still at a loss as to how top of the line WFM solution does not have agent notifications of scheduled activities.

Thank you,
Zoe

------------------------------
ZoeBeatty
Workforce Management Specialist
Las Vegas Valley Water District
------------------------------


Original Message:
Sent: 09-30-2021 17:31
From: Jay Langsford
Subject: Schedule alerts?

You can ask on the idea itself. We are not currently working on this so a question to Product Management. More votes will help with prioritization.

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


Original Message:
Sent: 09-24-2021 10:19
From: ATB - Vincent R. Sabolboro
Subject: Schedule alerts?

Hi Jay,

Do you know when this feature is coming? this was requested Jan 2018.

------------------------------
ATB - Vincent R. Sabolboro
ATB Financial


Original Message:
Sent: 09-24-2021 06:32
From: Jay Langsford
Subject: Schedule alerts?

Genesys Cloud and Tempo (free mobile agent app) both will notify an agent is out of adherence pursuant to permissions, having a published schedule, and adherence configurations.

The ability for an admin to specify with an optional permission controlled ability for agents to change/set times for notifications per activity category (e.g., 5m before Break; 15m before On Queue) is covered under the following idea: https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-71

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