Workforce Engagement Management

Team, we are seeing multiple meetings and coaching scheduled using the Coaching tool in Genesys with Scheule turn off. When this happens agents will not be scheduled an official meeting in Genesys rather, they only receive a notification.  Is there a workaround to ensure if this tool is utilized that the schedule is updated to avoid multiple meetings taking place at the same time? The back story is when there are not times available leadership will still need to pull an agent off the phone for an urgent meeting and wanted to ensure it was on their schedule in order for it to be tracked. 

#Scheduling

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

Hey Robert,

Thanks for reaching out and highlighting this - it's a really important conversation.

You're absolutely right that when a coaching session is created with the "Schedule" option turned off, it does not get logged into Workforce Management (WFM). This is intentional: the "Schedule Off" setting is designed specifically for those urgent, off-schedule coaching needs where speed and Supervisor discretion take priority over adhering to a pre-planned schedule. In these cases, the assumption is that the Supervisor is intentionally overriding schedule constraints to have a necessary discussion with the agent.

That said, there are a few things worth noting about how this currently works:

1. Background Tracking

   Even when the schedule is turned off, the system still logs the coaching appointment internally. This means Coaching is aware of that session, and will avoid creating conflicts with other Coaching appointments, whether they are scheduled or unscheduled. So within the Coaching tool itself, we are helping mitigate direct conflicts.

2. Double Booking by Nature

   By bypassing the schedule, this does inherently create a double-booked event from WFM's perspective - the agent remains scheduled for regular duties (e.g., calls), while also being expected to attend a coaching session. This tension is understood and reflects the trade-off between real-time supervisory needs and the adherence expected by workforce planners.

3. The Need for Visibility & Auditability

   We fully recognise that some customers may want these urgent sessions to still show up in the schedule for tracking or reporting purposes - not to enforce scheduling rules, but to support auditability and transparency across teams.

This brings us to a broader challenge we're actively thinking about:

Our goal is to avoid solving for one team at the expense of another. We want to ensure Coaching remains a powerful, flexible tool for frontline leaders, while also being a respectful participant in the wider scheduling ecosystem.

We have a few ideas in the works that could help surface or visualise these unscheduled sessions in a way that supports coordination without restricting urgency. That said, we'd really value your input - how would you ideally like this to work within your environment?

Thanks again for surfacing this - happy to continue the conversation as it will help us shape the best possible solution.

------------------------------
Paul Turner
Senior Product Manager
Genesys - Employees
------------------------------