Workforce Engagement Management

Hello Community,

Have you tried using the Coaching Appointment tool but found that the suggested session times do not meet your needs? I recently discovered that the data source controlling this appointment wizard is derived from the BU as a whole, rather than specific agent configuration (planning groups, queues, etc.). In our case, this usually results in the system suggesting primarily early morning, evening and weekend appointments i.e. when our supervisors are not here to facilitate a coaching. I am suggesting that Genesys update the controlling data source here to be more specific to the agent, thereby further optimizing any system-generated suggestions. 

If this sounds like something that could benefit your operations, please consider adding a vote to the product idea that I have put forward (WESCH-I-455). Thank you!

#WFMConfiguration,BestPractices
#Workforce Management
#ScheduleManagement
#Learning/Coaching

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Andrea Rushfeldt
Resource Enablement Advisor
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Hi Andrea,

Thank you very much for the idea and also for encouraging people to engage with it. It is always incredibly helpful to gauge interest on incoming ideas.

It looks like great minds think alike since this is a feature we already have in the oven. We will be updating the algorithm that Coaching uses to take business targets and service goal impacts into account. If you are familiar with Activity Plans we will be functioning in a similar way.  The solution will return an optimal time slot based on these criteria and should solve the issues you have encountered. You will also have more flexibility in date selection, alongside the capability to choose to book a Coaching session outside of Workforce Management to handle urgent scenarios. You can also expect to see other enhancements that improve the overall look and feel, as well as providing employee insights directly inside the appointment. We look forward to making these features available within the first half of next year.

As such I will merge your idea into our active work so it can be referenced there. Thanks again for reaching out.

If you have any other questions please let me know.

Cheers,

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Paul Turner
Senior Product Manager
Genesys - Employees
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Thank you for the response! I look forward to these up and coming improvements.

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Andrea Rushfeldt
Resource Enablement Advisor
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Original Message:
Sent: 11-21-2024 11:28
From: Paul Turner
Subject: Seeking Voter Support for More Strategic Coaching Appointment Tool

Hi Andrea,

Thank you very much for the idea and also for encouraging people to engage with it. It is always incredibly helpful to gauge interest on incoming ideas.

It looks like great minds think alike since this is a feature we already have in the oven. We will be updating the algorithm that Coaching uses to take business targets and service goal impacts into account. If you are familiar with Activity Plans we will be functioning in a similar way.  The solution will return an optimal time slot based on these criteria and should solve the issues you have encountered. You will also have more flexibility in date selection, alongside the capability to choose to book a Coaching session outside of Workforce Management to handle urgent scenarios. You can also expect to see other enhancements that improve the overall look and feel, as well as providing employee insights directly inside the appointment. We look forward to making these features available within the first half of next year.

As such I will merge your idea into our active work so it can be referenced there. Thanks again for reaching out.

If you have any other questions please let me know.

Cheers,

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