Workforce Engagement Management

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  • 1.  Schedule Coaching without WFM

    Posted 02-03-2025 16:58

    If a supervisor uses the new feature to assign coaching without using WFM, will the agent's schedule be updated with the date/time selected? We want our supervisors to be able to select their own time when needed, but also update the agent's schedule so they are in adherence.

    #Learning/Coaching 


    #Learning/Coaching

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    Dana Rigby
    Business Analyst
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  • 2.  RE: Schedule Coaching without WFM

    Posted 02-06-2025 15:03

    Good afternoon,

    Once the supervisor selects the best available time from the schedule coaching tool, Genesys will generate the time and update the agent's schedule. This will appear on the agent's schedule as training.



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


  • 3.  RE: Schedule Coaching without WFM

    Posted 02-07-2025 06:06
    Edited by Paul Turner 02-07-2025 06:07

    Hey Dana,

    The new feature allows you to switch off the schedule entirely. So if you disable it, neither the facilitator or attendee will have the Coaching appointment scheduled inside of WFM.

    Are your supervisors currently in a different BU? If so, you will be able to do what you've described later this year with the launch of "Flexibility in Schedule Slots". That feature will treat the agent as king for scheduling where the facilitator is either in a different BU or not in WFM at all. I would expect it to arrive towards the end of Q2 this year.

    Cheers,



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    Paul Turner
    Senior Product Manager
    Genesys - Employees
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    Original Message


  • 4.  RE: Schedule Coaching without WFM

    Posted 02-07-2025 06:10

    Hi,

    Please can I ask what is new or has changed on this feature please? It's been there previously.

    Thanks



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    Mike Corley
    NABenenden HealthcareUnited Kingdom
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    Original Message


  • 5.  RE: Schedule Coaching without WFM

    Posted 02-07-2025 06:31
    Edited by Paul Turner 02-07-2025 06:33

    Hey Mike,

    There are three new elements added into Coaching with this feature release. 

    1. You can now choose to toggle the schedule on/off when creating an appointment. Previously, if you were using WFM, there was no way to book outside of WFM. Now you can choose using the schedule toggle. This toggle already existed for Learning but not for Coaching.
    2. Coaching has had a revamped UI to allow it to be launched in a mode that better displays all the information for when you conduct the appointment.
    3. We have added the option to share Insight data with attendees when creating the appointment.

    You can see an example that showcases 2 and 3 below:

    I hope that helps. Any other questions please let me know.

    Cheers,



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    Paul Turner
    Senior Product Manager
    Genesys - Employees
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    Original Message


  • 6.  RE: Schedule Coaching without WFM

    Posted 02-07-2025 06:48

    thanks for the clarification, I've been trialling the Module function so good to see the coaching option gives the schedule sight. Would be good if it scheduled it as "Coaching" activity type rather than "Training" to see and report on the different types.

    thanks

    Mike



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    Mike Corley
    NABenenden HealthcareUnited Kingdom
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    Original Message


  • 7.  RE: Schedule Coaching without WFM

    Posted 02-07-2025 07:06
    Edited by Paul Turner 02-07-2025 09:05

    No worries. We have also released the ability to change the default activity code for Coaching and Learning this week. You can create your own custom activity code as long as it is a category of type Off Queue, Meeting or Training. The Employee Development settings in the scheduling tab for a business unit would then let you set that code as a default.

    https://help.mypurecloud.com/articles/add-a-business-unit/

    I believe that handles the use case you mentioned?

    Cheers,



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    Paul Turner
    Senior Product Manager
    Genesys - Employees
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    Original Message


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