Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Will these notifications be available via the ServiceNow embedded client?

Thank you.

Thomas Golden

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Hi. We are actively working on displaying the early notification reminders on the different flavors of WEM in embedded client. We will update this thread when it is ready, should have more info in the next few days.  

Thanks

Will these notifications be available via the ServiceNow embedded client?

Thank you.

Thomas Golden

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

We just got this feature and love it! It would be beneficial able to have the option to select/enable secondary codes as it would work better with our organization like Off Queue - Processing, for example, as we have reps that interchange secondary codes throughout the day. (Our reps are mainly in an off queue - processing code but if they have a small-time frame of off queue - project, we would want them to get a notification that it's almost time to switch to the off queue - project code. We don't want the off-queue notifications to be alerting reps all day long when in the off-queue status.)

------------------------------
Andrea Brownlee

Original Message:
Sent: 02-07-2025 11:48
From: Belinda Herrera
Subject: Scheduled Activity Reminders Releases Next Week

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

#Configuration
#WorkforceManagement

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

I agree that having these reminders enabled for secondary codes would be beneficial.

------------------------------
Andrea Rushfeldt
Resource Enablement Advisor

Original Message:
Sent: 02-13-2025 12:58
From: Andrea Brownlee
Subject: Scheduled Activity Reminders Releases Next Week

We just got this feature and love it! It would be beneficial able to have the option to select/enable secondary codes as it would work better with our organization like Off Queue - Processing, for example, as we have reps that interchange secondary codes throughout the day. (Our reps are mainly in an off queue - processing code but if they have a small-time frame of off queue - project, we would want them to get a notification that it's almost time to switch to the off queue - project code. We don't want the off-queue notifications to be alerting reps all day long when in the off-queue status.)

------------------------------
Andrea Brownlee

Original Message:
Sent: 02-07-2025 11:48
From: Belinda Herrera
Subject: Scheduled Activity Reminders Releases Next Week

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

#Configuration
#WorkforceManagement

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

We did consider allowing the reminders to be configurable at the specific Activity Code level but by doing it at the Category level it allowed us to be able to release this feature a lot sooner. I suggest you submit an idea to allow reminders at the specific Activity Code level so that others can vote on it as well. Thank you for your feedback. 

I agree that having these reminders enabled for secondary codes would be beneficial.

------------------------------
Andrea Rushfeldt
Resource Enablement Advisor

Original Message:
Sent: 02-13-2025 12:58
From: Andrea Brownlee
Subject: Scheduled Activity Reminders Releases Next Week

We just got this feature and love it! It would be beneficial able to have the option to select/enable secondary codes as it would work better with our organization like Off Queue - Processing, for example, as we have reps that interchange secondary codes throughout the day. (Our reps are mainly in an off queue - processing code but if they have a small-time frame of off queue - project, we would want them to get a notification that it's almost time to switch to the off queue - project code. We don't want the off-queue notifications to be alerting reps all day long when in the off-queue status.)

------------------------------
Andrea Brownlee

Original Message:
Sent: 02-07-2025 11:48
From: Belinda Herrera
Subject: Scheduled Activity Reminders Releases Next Week

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

#Configuration
#WorkforceManagement

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Thanks for the additional information Belinda.

I have created a new idea to capture this request and hopefully accrue some voter support: DARAR-I-2311

We did consider allowing the reminders to be configurable at the specific Activity Code level but by doing it at the Category level it allowed us to be able to release this feature a lot sooner. I suggest you submit an idea to allow reminders at the specific Activity Code level so that others can vote on it as well. Thank you for your feedback. 

I agree that having these reminders enabled for secondary codes would be beneficial.

------------------------------
Andrea Rushfeldt
Resource Enablement Advisor

Original Message:
Sent: 02-13-2025 12:58
From: Andrea Brownlee
Subject: Scheduled Activity Reminders Releases Next Week

We just got this feature and love it! It would be beneficial able to have the option to select/enable secondary codes as it would work better with our organization like Off Queue - Processing, for example, as we have reps that interchange secondary codes throughout the day. (Our reps are mainly in an off queue - processing code but if they have a small-time frame of off queue - project, we would want them to get a notification that it's almost time to switch to the off queue - project code. We don't want the off-queue notifications to be alerting reps all day long when in the off-queue status.)

------------------------------
Andrea Brownlee

Original Message:
Sent: 02-07-2025 11:48
From: Belinda Herrera
Subject: Scheduled Activity Reminders Releases Next Week

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

#Configuration
#WorkforceManagement

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

"This is an excellent addition. We have implemented this update to our staff and are looking forward to observing efficiency gains."

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

@Robert Gacula, Great, looking forward to any feedback you may have.

"This is an excellent addition. We have implemented this update to our staff and are looking forward to observing efficiency gains."

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Since implementing the activity reminders for breaks and lunches, we have observed a 2% efficiency gain within just two weeks. We are currently gathering more data to determine if this improvement will benefit our other lines of business.

@Robert Gacula, Great, looking forward to any feedback you may have.

"This is an excellent addition. We have implemented this update to our staff and are looking forward to observing efficiency gains."

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Thank you Belinda,

My team are enjoying this feature for the most part. 

Something that is annoying for them is that every minute within the countdown they receive a new toast notification and stack on top of each other - is it possible to set an expiry so that one notification vanishes after 60 seconds as the next one appears?

Thank you,

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

This is a VERY welcomed featured for my team. A pain point we had during our transition from PureConnect to Cloud were the notifications. We do not schedule breaks for our agents, so re-assuring each of them it's OK to take a break while the system is saying they're supposed to be on queue -  became a bit cumbersome. Now that we can prevent this from happening, we no longer need to spend time reassuring our veterans and new comers that it's okay to take their breaks. 

One other note - While learning the system, I put together a Focus Group for Genesys Cloud. This group had a mix of Supervisors, Managers, QA, WFM, and Agents.  Reminders for scheduled activities before the activity's start time was pretty high on our internal wish list. They were quite pleased when I shared this announcement within the department - especially our Agents! Well done!! :)

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Our team loves this feature and there was one question on it that we have been unable to figure out. Is there a way for it to provide an audible sound when the reminder goes off? Our agents are sometimes not on the same screen as genesys and are missing the visual indication.

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.

Our team loves this feature and there was one question on it that we have been unable to figure out. Is there a way for it to provide an audible sound when the reminder goes off? Our agents are sometimes not on the same screen as genesys and are missing the visual indication.

Hello Genesys Community,

Next week we will begin releasing the Early Reminders for Scheduled Activities.  This new feature will allow you to configure reminders to your agents anywhere from one to 15 minutes before their next scheduled activity.  You will have the flexibility to choose which activity code categories you enable the early reminders for.  Once enabled, agents will get a toast reminder letting them know of their next scheduled activity ahead of time.

The Early Reminders can be found in the Business Unit configuration.  A new tab called "Notifications" will be added.  You will need to check the "Enable" box for any scheduled activity category that you wish to send an early reminder for.  At the bottom of the list, you can use the up down arrows to adjust the minutes in which to send the reminder (up to 15 minutes).  The existing out of adherence notification that agents receive today can now also be enabled or disabled by scheduled activity category.

This feature will be released by region starting on Monday, February 10th and should be completed by Wednesday evening.  If you have any questions feel free to add a comment.