Genesys Cloud CX - Beta HQ

Hi Gina,

In The View "Time-Off Request" you can use the filters only- Pendent, Date/Time request send and/or Management Unit.

Att,

Hi @Breno Canyggia Ferreira Marreco - I agree that there are many ways to filter the Time Off Request view but I don't see that there has been anything done to allow us to view requests based on the new Staffing Group configuration.  I'm assuming I must be missing something because without being able to view what requests are associated with what staffing group, the whole Staffing Group thing is impossible for me to really test and unusable.  What am I missing?

Hi Gina,

In The View "Time-Off Request" you can use the filters only- Pendent, Date/Time request send and/or Management Unit.

Att,

Hi @Gina Palmer,

Yeah, I think that the more options the better.
I try to use users/teams distributed in the Management Unit, for Example: Team Julia, Team John, Team Paul, I can create one Management Unit per "Team" and I have a better view of the schedule, time-off request, reports Workforce management, etc. But there are observations in everything. We can create max 10 management Unit per Business Unit. so... If I need to create +10 teams, I have a problem.

https://help.mypurecloud.com/articles/work-management-units/

Att,

Hi @Breno Canyggia Ferreira Marreco - I agree that there are many ways to filter the Time Off Request view but I don't see that there has been anything done to allow us to view requests based on the new Staffing Group configuration.  I'm assuming I must be missing something because without being able to view what requests are associated with what staffing group, the whole Staffing Group thing is impossible for me to really test and unusable.  What am I missing?

Hi Gina,

In The View "Time-Off Request" you can use the filters only- Pendent, Date/Time request send and/or Management Unit.

Att,

@Breno Canyggia Ferreira Marreco I agree that multiple management units is currently the simplest way to break out staffing groups for time off purposes but the problem with that is you limit the Shift Trade functionality.  Shift Trades can only occur within a single MU.  If I had an MU for AM, one for Midday, and one for PM, none of the agents would be able to trade shifts with each other via Genesys.  It is a lot of work to manually manage and approve shift trades.  We were told when we migrated to Genesys Cloud in April that the the staffing group functionality was coming imminently.  With that information, we opted to build out business with the MUs based on type of work so we could use the Shift Trade functionality and manually handle the Time Off portion until the Staffing Groups came.  Now the Staffing Groups are here and I am very excited but I can't use the Staffing Groups if I can't see the time off requests based on the Staffing Groups.  

Hi @Gina Palmer,

Yeah, I think that the more options the better.
I try to use users/teams distributed in the Management Unit, for Example: Team Julia, Team John, Team Paul, I can create one Management Unit per "Team" and I have a better view of the schedule, time-off request, reports Workforce management, etc. But there are observations in everything. We can create max 10 management Unit per Business Unit. so... If I need to create +10 teams, I have a problem.

https://help.mypurecloud.com/articles/work-management-units/

Att,

Hi @Breno Canyggia Ferreira Marreco - I agree that there are many ways to filter the Time Off Request view but I don't see that there has been anything done to allow us to view requests based on the new Staffing Group configuration.  I'm assuming I must be missing something because without being able to view what requests are associated with what staffing group, the whole Staffing Group thing is impossible for me to really test and unusable.  What am I missing?

Hi Gina,

In The View "Time-Off Request" you can use the filters only- Pendent, Date/Time request send and/or Management Unit.

Att,

Hi all,

You are correct, there is no way to see the staffing group on the time off request screen. I discussed with our developers today and we put together a requirement to add the staffing group filter to multiple screens. TOR and Schedule for example. I'll start the chartering process, these should not be huge efforts. One of our testers already submitted an AHA: https://genesyscloud.ideas.aha.io/ideas/WETOM-I-100. Please vote on it at your earliest convenience.

Also, please feel free to add comments and if you would like to see a Staffing Group filter on any other screen as well. :) 

------------------------------
Damaris Scott
Genesys - Employees
------------------------------

Hi all,

You are correct, there is no way to see the staffing group on the time off request screen. I discussed with our developers today and we put together a requirement to add the staffing group filter to multiple screens. TOR and Schedule for example. I'll start the chartering process, these should not be huge efforts. One of our testers already submitted an AHA: https://genesyscloud.ideas.aha.io/ideas/WETOM-I-100. Please vote on it at your earliest convenience.

Also, please feel free to add comments and if you would like to see a Staffing Group filter on any other screen as well. :) 

------------------------------
Damaris Scott
Genesys - Employees
------------------------------

Hi all,

You are correct, there is no way to see the staffing group on the time off request screen. I discussed with our developers today and we put together a requirement to add the staffing group filter to multiple screens. TOR and Schedule for example. I'll start the chartering process, these should not be huge efforts. One of our testers already submitted an AHA: https://genesyscloud.ideas.aha.io/ideas/WETOM-I-100. Please vote on it at your earliest convenience.

Also, please feel free to add comments and if you would like to see a Staffing Group filter on any other screen as well. :) 

------------------------------
Damaris Scott
Genesys - Employees
------------------------------

@Damaris Scott Is there any update on when these features might be added so the Staffing Groups are usable?  As it stand now, they are not usable.  I am not able to vote for the idea as the link is either no good or I do not have permission to access it, as I get an error every time I try. 

Hi all,

You are correct, there is no way to see the staffing group on the time off request screen. I discussed with our developers today and we put together a requirement to add the staffing group filter to multiple screens. TOR and Schedule for example. I'll start the chartering process, these should not be huge efforts. One of our testers already submitted an AHA: https://genesyscloud.ideas.aha.io/ideas/WETOM-I-100. Please vote on it at your earliest convenience.

Also, please feel free to add comments and if you would like to see a Staffing Group filter on any other screen as well. :) 

------------------------------
Damaris Scott
Genesys - Employees

Hi Gina, 

We had a couple of people vote on it. Were you able to log into the idea portal before and now it stopped working? I'll find out what the process is that can help with access.

As for when the newer ideas for Staffing Groups will be available in the product, we don't have a timeframe yet. But, many of them are smaller changes. I've already started creating the requirements.

@Damaris Scott Is there any update on when these features might be added so the Staffing Groups are usable?  As it stand now, they are not usable.  I am not able to vote for the idea as the link is either no good or I do not have permission to access it, as I get an error every time I try. 

Hi all,

You are correct, there is no way to see the staffing group on the time off request screen. I discussed with our developers today and we put together a requirement to add the staffing group filter to multiple screens. TOR and Schedule for example. I'll start the chartering process, these should not be huge efforts. One of our testers already submitted an AHA: https://genesyscloud.ideas.aha.io/ideas/WETOM-I-100. Please vote on it at your earliest convenience.

Also, please feel free to add comments and if you would like to see a Staffing Group filter on any other screen as well. :) 

------------------------------
Damaris Scott
Genesys - Employees