Workforce Engagement Management

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  • 1.  Scheduling off-queue activities

    Posted 03-14-2023 11:08

    Hi Genesys Community,

    We are fairly new in Genesys Cloud, especially in WFM related topics, so still trying to find our way around. 

    Our agents are dealing with both calls and emails, fair share of the emails being dealt with off-queue, as not routed via Genesys. The difficulty we are facing is to schedule those off-queue activities, as they can't be forecasted within WFM (we could import volumes or forecast separately I guess, but wouldn't be able to use this for scheduling along with our"normal" WFM forecast). So far, the workaround we found is to set-up fixed off-queue activities in the schedules, but this is fairly manual and not that accurate. 

    Wonder if anyone is facing the same situation and found a workaround...

    Thanks in advance.


    Marc VERDURE
    BP UK

  • 2.  RE: Scheduling off-queue activities

    Posted 03-14-2023 14:29

    I would recommend pursuing getting those external emails routed into Genesys Cloud.

    Jay Langsford
    VP, R&D

  • 3.  RE: Scheduling off-queue activities

    Posted 03-28-2023 17:31

    Hi Marc, we are in the same situation. We use capacity planning to determine the number of email agents needed and add "Email" as an activity in their work plans so it posts automatically. Each agent has mandatory 1-3 hours on on-queue (voice) time daily so that is also added in work plans and then later optimized based on over/unders when creating the schedule. It's not ideal :)

    Shannon Hellner
    Paycor, Inc.

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