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  • 1.  Scheduling Questions

    Posted 06-07-2023 11:35
    No replies, thread closed.

    Sorry for the bulk questions, but I haven't had any luck in the help files. I'm new to Genesys, and I'm getting frustrated with the inability to figure out how to complete some basic WFM tasks. 

    • Is there a way to schedule multiple agents a 15 minute training time, and have it schedule that time at the most efficient point in the week for that particular agent? The only thing I can find is for group meetings, and will schedule everyone at the same time. Scheduling individually for each agent is not practical.
    • If scheduling a week at a time, is there a way to see across multiple weeks without having to go out and into new schedules each time? Going from the end of one week to the beginning of the next is far more steps than should be necessary.
    • Flex scheduling appears to first solve any negative deltas at the earliest timeframe and will leave end timeframe understaffed. Ex for a Saturday: will make sure 8am-8:30 is scheduled, and could leave 4:30-5pm completely unstaffed
    • Importing a forecast vs. "Automatic Best Method Selection"   - Is Anyone using imported forecasts? It seems to be our best option right now, as we're just about to go live, but also seems to completely ruin anything using flexible start times, (breaks/lunches/shifts) essentially ignoring the actual forecast.

    I'm becoming frustrated with the lack of some pretty basic scheduling tools and functionality, as it seems like I'm having to find workarounds for things I've done for years with other software. 

    Thanks for any help anyone can give.


    #Scheduling

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    Jason Mock
    CAPITAL Services
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  • 2.  RE: Scheduling Questions

    Posted 06-07-2023 15:39
    No replies, thread closed.

    Hi Jason! I've been a Gen user for just under a year now and too had some surprises when I started out. 

    For questions 1 and 2, that's a no. We had to build tools outside of Gen to optimize schedules and to see across the week and multiple weeks. The single day view isn't helpful for too much. 

    We don't use flex scheduling so I can't speak on question 3 and on 4, we use historical weighted...I know it's not recommended by Gen so I am looking into if we should make the change to Automatic. I've run some tests with Automatic and I would get odd data, so more work to be done here. 



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    Shannon Hellner
    Paycor, Inc.
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  • 3.  RE: Scheduling Questions

    Posted 06-07-2023 16:25
    No replies, thread closed.

    Thank you Shannon!  We're being advised that some of that "odd Data" for us will go away once we get live data for calls. Has that been your experience? Similar to the Training schedules,  Have you found breaks are scheduling efficiently, or are you using fixed Breaks as well? 



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    Jason Mock
    CAPITAL Services
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    Original Message


  • 4.  RE: Scheduling Questions

    Posted 06-07-2023 17:07
    No replies, thread closed.

    Well, the odd data I've encountered with Automatic is forecasted calls when we aren't open and we've been using Gen as an org for 3+ years so we have data. I'm not clear if there is somewhere I can tell Gen in forecast generation not to include data outside of my working hours but I don't think so. I can manually edit that out but I'd rather not, you know?

    On breaks and lunches, I cannot get them to schedule appropriately against needs. We have workplans set up for those segments to float but something is still not right. It may be in our config itself, which is complicated. I have an upcoming engagement with Gen soon and will hopefully have this addressed, I can share anything I learn there. 



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    Shannon Hellner
    Paycor, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Scheduling Questions

    Posted 06-08-2023 07:34
    No replies, thread closed.

    Hi Jason,

    We made the switch from PureConnect to Cloud just last year and I agree there are some basic tools that we feel are lacking. 

    We make our schedules 1 month at a time to include multiple weeks data (which we couldn't do before). This is so I can get the best options for scheduling for that particular month. We have to do scheduling for 1 agent at a time  for coaching sessions which is pretty time consuming - but if we need to schedule team meetings twice per month, it is useful since they are set at the same times for each group. What I would like to see is to be able to choose multiple dates & times for those groups. Otherwise, I am essentially doing the same action twice in the same schedule. 

    We then make our forecasts weekly since we can't apply a new forecast to an already created schedule and can then base our staffing off of those numbers. 

    We don't have flexible shifts, but set shifts so I'm not much help there. However, we too are not a fan of their ABM forecasting and choose Weighted Historical as well. This is so we can remove holidays where we see 200 calls on a day where we normally receive 2,000 calls. So, making our numbers more realistic. 



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    Jacqueline Turner
    Workflow Coordinator
    NYCM Insurance
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