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  • 1.  Schedule Display Options

    Posted 04-03-2023 14:38

    Hi there,

    Could someone provide some insight as to what 'Show Explanations' means / how it functions / what data is being pulled?

    I didn't have access to it before, but once I gained access to it - I'm not seeing much of where we would need or use it. 

    Before going back to my leadership team with not needing it turned ON, I was hoping someone could shed some light on this. 



    I don't see much difference when having show explanations on or off either:


    Thank you for your help!


    #Genesys Cloud CX
    #Scheduling

    ------------------------------
    Jacqueline Turner
    Workflow Coordinator
    NYCM Insurance
    ------------------------------


  • 2.  RE: Schedule Display Options

    Posted 04-03-2023 19:58
    Edited by Tracy Vickers 01-08-2024 07:42

    https://help.mypurecloud.com/releasenote/november-16-2022/ - release notes for 'delayed arrival notifications' which is the first set of features that fall under adherence explanations.

    https://help.mypurecloud.com/articles/access-genesys-tempo/ notes permissions at the top for agent and supervisor as well as instructions on how to submit late notifications

    https://help.mypurecloud.com/articles/navigate-schedule-editor/ - last section has info for supervisor side



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

    Original Message


  • 3.  RE: Schedule Display Options

    Posted 04-04-2023 07:12
    Edited by Tracy Vickers 01-08-2024 07:42

    Hi Jay,

    **Edit - My apologies - after a full cup of coffee, it "clicked" and I understand now. LOL. 

    Have a great day, Jay!


    I'm sorry, I'm still not understanding the purpose of the Explanations. 

    Based on the links you sent - is Explanations strictly for the Tempo App & has nothing to do with the desktop version of Genesys Cloud?

    We don't use the Tempo App - so if that is the case, then we really don't need the Explanations after all, right?



    ------------------------------
    Jacqueline Turner
    Workflow Coordinator
    NYCM Insurance
    ------------------------------

    Original Message


  • 4.  RE: Schedule Display Options

    Posted 04-04-2023 08:07

    Agents can only submit delayed arrival notifications via Tempo. Future adherence explanations features may target desktop.

    Empowering agents to utilize Tempo should be something you consider.



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

    Original Message


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