Workforce Engagement Management

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  • 1.  Shift Trading

    GENESYS
    Posted 09-27-2022 12:38
    Edited by Tracy Vickers 10-18-2022 03:58

    Hi Genesys Community,

    Coming next month | Genesys TempoTM will support Shift Trading!



    This release will enable employees to trade shifts with coworkers by posting to a trade board or by offering a shift to a specific individual. Users will be able to choose what they are willing to accept in exchange for the shift they are offering. Also, agents will be able to see if any posted shift trades from other agents match their trade request. After a shift trade is complete a green indicator will appear to show that it is a new shift. Likewise, pending trades will have a yellow indicator, and users can go back to the trade board if they would like to make updates while it is pending.



    Employees can also drop shifts and add additional shifts that have been dropped by their colleagues. To drop a shift, simply tap the "Drop" button on either the weekly or daily schedule views. Agents can browse the available shifts to pick up by navigating to the browse shift board from the arrows in the upper right-hand corner. On this screen employees can view all the shifts their coworkers have dropped and choose which they would like to add to their own schedule. Added shifts will also be indicated with green for accepted and yellow for pending requests.



    Push notifications will be sent for the following events, the user is offered a trade, a trade the user offered to anyone has been accepted and shift trades offered to a specific person have been denied. Lastly, employees can view their trade history under "My Trades."


    #Tempo

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    Kylee Kasper, Product Manager, WEM
    Genesys - Employees
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  • 2.  RE: Shift Trading

    Posted 09-30-2022 08:42
    We are about to 'turn on' shift trading! I am super excited to see this new feature to try to encourage use of the Tempo App by agents

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    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse
    clindquist@companynurse.com
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  • 3.  RE: Shift Trading

    GENESYS
    Posted 10-12-2022 13:33
    We are happy to hear that! Thanks for the feedback, Cherri.

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    Kylee Kasper, Product Manager
    Genesys - Employees
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  • 4.  RE: Shift Trading

    Posted 10-18-2022 21:24

    We don't permit our folks to drop shifts, as we have other options available to them. Are you able to share some answers for the below?

     

    1. We see some inconsistency on when this option is available. What parameters are being reviewed for the app/system to decide on whether to present or hide the option to drop?
    2. Can this be configured to only permit the option to trade? Although we don't appear to have any configuration abilities with the app, I'm wondering if we might do something at the BU/MU/Planning group level that would inhibit this.
    3. Is this function available in the Web version of Genesys Cloud? We haven't seen it so I assume this is an app only feature?
    4. What notification capability is there for our WFM teams to know when a shift may have been dropped?
    Thanks

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    Craig Walker
    WestJet
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  • 5.  RE: Shift Trading

    GENESYS
    Posted 10-19-2022 14:03
    Hi Craig,

    Thank you for your feedback, I am happy to help.

    1. It would be helpful to know what specific inconsistencies you are experiencing. Are you only experiencing issues with the "Drop" option? Also, are only some of your users able to access the new features? If this is the case, please ensure that your employees have downloaded the most recent update from the app store, this may be what is preventing them from seeing all functionality.

    2. All configuration must be done on the web client for Genesys Tempo. To use this update your org must have the permission, "Workforce Management > Agent Shift Trade Request > Participate" turned on for agents to access shift trading on Genesys Cloud and on the mobile app.

    3. Yes, this capability is available on the web client. See here for more information, https://help.mypurecloud.com/articles/shift-trades-overview/

    4. This update only included notifications for when a trade has been offered, matched, unmatched, approved, denied, expired and canceled.

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    Kylee Kasper, Product Manager
    Genesys - Employees
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