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  • 1.  Separating sites for tracking purposes

    Posted 12-02-2025 06:53
    No replies, thread closed.

    Hello, I work with agents who are located in three separate sites globally: US, Europe, and Asia. All three are within the same business unit as they take the same calls, and we have several hundred agents. I need to easily see the occupancy, adherence, efficiency, and conformance rates for the three groups separately and combined. Management units are segregated differently - they're more narrow to rep activities.

    How can I best find this data, and build out agent profiles to make this easy to pull in the future? Should I use the Location field? Would this data be easy to see in Genesys, then export to Excel, and possibly to Power BI?


    #Tracking
    #WFMConfiguration,BestPractices

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    Linsey Edn
    Workforce Management
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  • 2.  RE: Separating sites for tracking purposes

    Posted 12-03-2025 10:06
    No replies, thread closed.

    Hi @Linsey Edn

    I'm not understanding what you mean by "Management units are segregated differently - they're more narrow to rep activities." 

    Since scheduling and forecasting is on the BU level and since all the agents take the same calls, I would have them in a the same BU but in their own MUs.



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 3.  RE: Separating sites for tracking purposes

    Posted 12-03-2025 11:48
    No replies, thread closed.

    Hi Gina,

    I don't mean to go off-topic on our management unit structure. My question is how can I easily see the occupancy, adherence, efficiency, and conformance rates for the three groups separately and combined?



    ------------------------------
    Linsey Edn
    Workforce Management
    ------------------------------

    Original Message


  • 4.  RE: Separating sites for tracking purposes

    Posted 12-04-2025 08:42
    No replies, thread closed.

    Hi @Linsey Edn, 

    It is only currently possible to view Historical Adherence by Management Unit or Work Team within the Management Unit. 
    It would be great if you could raise this as an idea in the Genesys Ideas Portal. This will help us better understand your challenges and review the ideas for future roadmap features.

    Paul



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------

    Original Message


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