The fix for this was released over the weekend. It's been enabled in all regions except FedRamp which will be enabled tonight. Please let me know if you are seeing more accurate data now.
Original Message:
Sent: 08-07-2025 15:36
From: Felipe Silva
Subject: Service levels
Hello Belinda,
I will wait for news then. Thank you for your support
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Felipe Silva
Original Message:
Sent: 08-05-2025 11:49
From: Belinda Herrera
Subject: Service levels
Hello @Felipe Silva,
The fix for this was released at the end of February. We are currently experiencing an issue in Intraday where in some cases it is not reflecting the accurate Actual Volume and is impacting the service level result as well. The fix for this should be released by the end of this week or early next week. It's possible that this is what you are experiencing. Once the fix has been released (I will let you know once it is) I'd ask you to check it again to see if you are still seeing a discrepancy.
Thanks,
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Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 08-05-2025 08:30
From: Felipe Silva
Subject: Service levels
Hi Belinda,
We are still facing these discrepancies between intraday and schedule service level. Is there any update to come about this?
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Felipe Rafael da Silva
Alctel Genesys Analyst Team
SP, Brasil
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Felipe Silva
Original Message:
Sent: 02-26-2025 13:09
From: Belinda Herrera
Subject: Service levels
Hello @Robert Gacula,
We are releasing a fix this week and should be enabled in all regions by end of day Thursday.
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Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 02-26-2025 11:43
From: Robert Gacula
Subject: Service levels
Thank you for your response. At this time, we have not been able to resolve this issue.
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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
Original Message:
Sent: 02-26-2025 11:25
From: Tracy Vickers
Subject: Service levels
Hi Robert,
Sorry, completely missed your post - did you resolve this?
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Tracy
Genesys
Original Message:
Sent: 02-03-2025 14:32
From: Robert Gacula
Subject: Service levels
Could you please confirm if the service levels depicted on the Genesys schedules have been adjusted to reflect more accurate information? We are still observing discrepancies that do not align with the intraday numbers. Is anyone else experiencing this issue? Thank you,
#ScheduleManagement
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Robert Gacula
WFM Manager, American Specialty Health
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