Workforce Engagement Management

Hello Community!

We are trying to find a way to allow our sales agents to leverage segments of unplanned (unscheduled) off-queue time without negatively impacting their adherence. To my knowledge, there isn't currently a clean way to execute this without sacrificing insight/tracking in some form. Some options that we discussed and the reasons they do not meet our needs are as follows:

1) Code all agents on this team to be Off Queue at all times and configure the Off Queue code to be adherent with Available and Busy statuses. However, this would result in a complete loss of insight into adherence and therefore is not ideal.

2) Provide those agents the access necessary to add these segments to their own schedule via the Coaching Appointment Tool. However, the major limitation here is the inflexibility built into this feature - meaning that agents would be forced to comply with the system-generated date/time suggestions rather than being able to schedule adhoc sessions as needed. 

How are other businesses managing off-queue needs for their teams while maintaining insight into critical KPIs?

I look forward to any and all suggestions! Thank you.

#Workforce Management

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Andrea Rushfeldt
Resource Enablement Advisor
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Do the mods have any suggestions to add here?

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Andrea Rushfeldt
Resource Enablement Advisor
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There is another suggestion I can think of, but it also runs into issues with tracking.

You may consider either creating a new time-off code or utilizing an existing code and by using the auto-approval for time off requests allow them to set their own times off in that way. Unfortunately, Genesys just isn't set up to handle offline teams (we have a flexible group that wants to utilize Genesys finally but have flexible start times that we're still not sure how to implement yet).

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Gene Gutierrez | Workforce Coordinator
Presbyterian Customer Service Center
Albuquerque, NM
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Do these sales agents also have on queue periods? What about flexible off queue start times (one or more blocks) in their workplan so that this work is optimized around on queue activities? You could also have a few variants of shifts to have different lengths of the off queue for further optimization.

Using something like coaching appointments, time off, etc. will run into other issues because they were not designed for the use case you mention. 

Available and Busy presences are by default in compliance for Off Queue scheduled periods.

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Jay Langsford
VP, R&D
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To clarify, you hold your sales agents accountable for adherence, but you would like them to be more flexible and able to handle unplanned off-phone activities. If you choose this approach, you might want to hold them more accountable for conformance and use gamification to track their Key Job Activities (KJAs). Based on our business needs, adherence cannot be fluid as we need to schedule all off-phone activities. It is challenging to adjust for unplanned activities. 

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

there are several ideas raised around agent self-scheduling around use cases where the agent has autonomy around when and how they complete off-line work. 

It might be worth reviewing the idea of Employee Self-Scheduled Activity and the 14 merged ideas to see what other customers have suggested as product enhancements. Adding your comments/use cases and vote will help us both understand the challenges you are facing and the prioritisation of future roadmap items.

 

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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We have 2 teams that we only count breaks and lunches in their adherence right now because they bounce back and forth from on to off queue all day  based on their specific work. You can set up which activity codes you want to ignore for adherence in your MU configuration.

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Laura Callaway
Application Analyst
St. Luke's Health System
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Thanks for the suggestions everyone! I will look into these.

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Andrea Rushfeldt
Resource Enablement Advisor
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Original Message:
Sent: 03-27-2025 10:27
From: Laura Callaway
Subject: Seeking Suggestions to Enable Unplanned Off-Queue Time Without Impacting Adherence

We have 2 teams that we only count breaks and lunches in their adherence right now because they bounce back and forth from on to off queue all day  based on their specific work. You can set up which activity codes you want to ignore for adherence in your MU configuration.

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Laura Callaway
Application Analyst
St. Luke's Health System
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Laura Callaway, can you provide details on how to implement activity codes to ignore for adherence?

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Yvonne Martinez
AVP, Contact Center
Rally Credit Union
Corpus Christi TX
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Original Message:
Sent: 03-27-2025 10:27
From: Laura Callaway
Subject: Seeking Suggestions to Enable Unplanned Off-Queue Time Without Impacting Adherence

We have 2 teams that we only count breaks and lunches in their adherence right now because they bounce back and forth from on to off queue all day  based on their specific work. You can set up which activity codes you want to ignore for adherence in your MU configuration.

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Laura Callaway
Application Analyst
St. Luke's Health System
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