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  • 1.  Scheduling Updates with Shadowing Situations

    Posted 3 hours ago

    Currently, when new hires complete training, we place them in a shadowing period for a couple of weeks. During this time, they first observe tenured agents handling calls, then switch roles so the tenured agent observes while the new hire takes calls. As a result, both agents alternate between being on queue and being in a training status throughout the day.

    At the moment, the only way I've found to accurately reflect this in scheduling is to manually update and align their activities at the end of each day. I'm curious how others are managing this process in Genesys. Are there more efficient or automated approaches you're using to handle these types of schedules?


    #WEM-Quality,WFM,Gamification,etc
    #Other

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    Melissa Palmer
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  • 2.  RE: Scheduling Updates with Shadowing Situations
    Best Answer

    Posted an hour ago

    Hello Melissa,

    I don't think that there is a way to have an agent On Queue without their status being set as On Queue. You could make a secondary status under Training to be named "Shadowing" or something similar, but once they go on queue, it would switch to On Queue. I did see that there is an idea in the Product Ideas Lab for custom Primary Statuses. I would recommend voting and commenting on that idea to let our developers know that you would like to see this feature in the future.



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    Jason Kleitz
    Online Community Manager/Moderator
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