Workforce Engagement Management

Several of our phones' departments have scheduled weekly and bi-weekly meetings, and we currently have to manually shut the queues down for those areas every time. Is there a way to configure it so we can schedule out when the phones need to be off for certain queues in advance rather than doing in on the spot each time? 

For example, if 2 queues have a weekly meeting every Wednesday at 9, can we set it up that they are shut off every Wednesday at 9 automatically?

#WFMConfiguration,BestPractices
#Workforce Management
#Routing

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Allison Kuennen
Workforce Management Manager
Athene
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Hi,

you can create an operating schedule or a schedule group and evaluate it on the architect inbound flow..

https://help.mypurecloud.com/articles/create-operating-schedule/
https://help.mypurecloud.com/articles/operating-schedule-groups/

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Ernest John Nuque
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Thanks for providing that!

If we were to set up an operating schedule, is it easy to adjust if reoccurring meetings change the start time every once in a while?

For example, if a team has a weekly meeting from 9:00-10:00 every Tuesday and they decide the Monday before they want it to be from 9:30-10:00 for that week and then back to the normal hour after, are you able to easily adjust that for those instances?

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Allison Kuennen
Athene
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Original Message:
Sent: 07-02-2024 11:29
From: Ernest John Nuque
Subject: Shutting down queues for scheduled meetings

Hi,

you can create an operating schedule or a schedule group and evaluate it on the architect inbound flow..

https://help.mypurecloud.com/articles/create-operating-schedule/
https://help.mypurecloud.com/articles/operating-schedule-groups/

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Ernest John Nuque
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Hi,

We're also interested in this kind of planned closure, but we hadn't found a way of configuring which message would be played during the scheduled shutdown?

Our experiments with this resulted in it playing the standard out of hours message which listed our standard opening times - so at present we use the manual close and can pick from a number of message options.

Thanks

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Dave T
RCN
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Original Message:
Sent: 07-02-2024 11:29
From: Ernest John Nuque
Subject: Shutting down queues for scheduled meetings

Hi,

you can create an operating schedule or a schedule group and evaluate it on the architect inbound flow..

https://help.mypurecloud.com/articles/create-operating-schedule/
https://help.mypurecloud.com/articles/operating-schedule-groups/

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Ernest John Nuque
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Hi Allison, 
we are close to releasing Activity Plans which might help from the employee scheduling side of this problem.

The Activity Planner is designed to address the challenges of scheduling large groups of employees and recurring activities at the optimal time, by offering a feature that leverages AI and real-time data to recommend optimal times for scheduling training and meetings based on multi-skilled service goal predictions. This ensures activities are scheduled without compromising service goals, balancing the organisation's and its employees' needs.

Activities can be scheduled as a group with a facilitator, perfect for team meetings where the supervisor must also attend/host the meeting. As an admin, you can set the minimum/maximum group size. This enables the Activity planner to provide the best combination of times for the meeting(s) without closing the queues or sacrificing service goals. 

For more details you can have a sneak peek at the resource centre documentation:
navigate the activity plans page

The full release of Activity Plans is due w/c the 12th of August.

Paul
​

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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