Workforce Engagement Management

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?

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.

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?

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?

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.

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?