I spend all of my day using Genesys Cloud, and there are certain functionalities of the system that just rub me the wrong way, and I wonder why is it not more user friendly. For example:

• after making a bunch of schedule changes, the default message when you click one of the menu items on the left of the screen is "You'll lose any unsaved changes if you leave now. Is that OK?" why can't there be an option here to save those changes? 
• When you add a "Full Day Time Off" to someone's schedule and hit enter on your keyboard it is the same as hitting the "X" on the dialog box or hitting "ESC (Escape)" on your keyboard, can it be coded so that the enter submits the "Full Day Time Off". The cursor needs to default on the OK button, I have done some programming in the past and know that it is possible to do this, is it a design decision to have it default on the x option? 
• The system is very click heavy, we need more keyboard shortcut options, I make a change, I should not be forced to click the OK button, clicking "Enter" on my keyboard should suffice
• Schedule access is a huge part of WFM, there is no easy access to it for the WFM you need to drilldown through other menus to get to it, unless you set browser favorites, can it be added to the main menu's or within one of them.
  
• It should be possible to Apply time off requests from the schedule to the time off requests screen, so that they can be reapplied to a new schedule if it needs to be built

I definitely agree with these points. I'm also surprised that there doesn't seem to be a way to access the Work Teams menu without going through the Admin screen; why is this not an option from the Directory drop-down menu?

There are also too many steps to approve PTO requests; why do we need to go to the Schedule to add the PTO? Why doesn't it just apply after I choose to approve it?

I spend all of my day using Genesys Cloud, and there are certain functionalities of the system that just rub me the wrong way, and I wonder why is it not more user friendly. For example:

• after making a bunch of schedule changes, the default message when you click one of the menu items on the left of the screen is "You'll lose any unsaved changes if you leave now. Is that OK?" why can't there be an option here to save those changes? 
• When you add a "Full Day Time Off" to someone's schedule and hit enter on your keyboard it is the same as hitting the "X" on the dialog box or hitting "ESC (Escape)" on your keyboard, can it be coded so that the enter submits the "Full Day Time Off". The cursor needs to default on the OK button, I have done some programming in the past and know that it is possible to do this, is it a design decision to have it default on the x option? 
• The system is very click heavy, we need more keyboard shortcut options, I make a change, I should not be forced to click the OK button, clicking "Enter" on my keyboard should suffice
• Schedule access is a huge part of WFM, there is no easy access to it for the WFM you need to drilldown through other menus to get to it, unless you set browser favorites, can it be added to the main menu's or within one of them.
  
• It should be possible to Apply time off requests from the schedule to the time off requests screen, so that they can be reapplied to a new schedule if it needs to be built

So, I am another user in Genesys but I wanted to talk about a couple of these things, either explain why they probably are the way they are, or to give a more concrete example of what I personally would like to see but I do agree that these are great updates. 

1. The navigation and needing to save probably can't be done with how it is currently set up. The message "You'll lose any unsaved changes if you leave now. Is that OK?" comes from the browser and I don't think Genesys has any control over what it says. If they do the message through Genesys, there is a good chance they can't alert you at all because the browser can navigate regardless of page pop-ups. 
2. I think this depends on the IDE. While doable in any IDE, some IDE's map the cursor to the X by default. It should be a fairly easy change but idk if there is an idea in on the idea lab for it. I will look later today. 
3. I agree with you. Personally I feel the system should be fully navigable with just a keyboard or just a mouse, user preference. But the biggest thing I would like to see a shortcut for is adding exceptions. I would like a single shortcut to bring up a window that lets me select the code, agent, date, time, and duration as well as notes and be able to tab through the text boxes. Currently the exception editing window gives all of these options but agent so I think this should be doable. 
4. Yes. Adding it to the performance menu would be nice. Or even a WFM tab up there since there is a lot of configuration options that can be added to the menu as well. 
5. Work Teams should be editable in WFM in my opinion, but that may just be because of how our business uses them. But also, give us the ability to move an agent work teams without removing them from the first. When we shift bid, we also change supervisors and work teams are supervisor teams for us. So when a supervisor sends us a list of users on their new team, we need to spend time finding and removing them from their old teams. It would be easier to simply add them to the new team and have Genesys automatically remove them from the old team. 
6. PTO requests are a mess. I do know they have on the roadmap to automatically add approved PTO. However, I would also like reverse syncing of the schedule to the PTO menu. If an agent adds PTO it should write to the schedule automatically. If I add it to the schedule it should update the PTO menu automatically. I would like to have the PTO menu be a way to see ALL PTO in a nice condensed place, regardless of how it is submitted. To take it a step further, this can help WFM see new notifications or issues as well. The yellow triangle in the schedule view can be used to show when a PTO request is pending or needs attention and can serve as more of an alert than a notice. 

These are just my opinions of how some of these should be implemented but I hope to see something helpful done in the area eventually. 

I definitely agree with these points. I'm also surprised that there doesn't seem to be a way to access the Work Teams menu without going through the Admin screen; why is this not an option from the Directory drop-down menu?

There are also too many steps to approve PTO requests; why do we need to go to the Schedule to add the PTO? Why doesn't it just apply after I choose to approve it?

I spend all of my day using Genesys Cloud, and there are certain functionalities of the system that just rub me the wrong way, and I wonder why is it not more user friendly. For example:

• after making a bunch of schedule changes, the default message when you click one of the menu items on the left of the screen is "You'll lose any unsaved changes if you leave now. Is that OK?" why can't there be an option here to save those changes? 
• When you add a "Full Day Time Off" to someone's schedule and hit enter on your keyboard it is the same as hitting the "X" on the dialog box or hitting "ESC (Escape)" on your keyboard, can it be coded so that the enter submits the "Full Day Time Off". The cursor needs to default on the OK button, I have done some programming in the past and know that it is possible to do this, is it a design decision to have it default on the x option? 
• The system is very click heavy, we need more keyboard shortcut options, I make a change, I should not be forced to click the OK button, clicking "Enter" on my keyboard should suffice
• Schedule access is a huge part of WFM, there is no easy access to it for the WFM you need to drilldown through other menus to get to it, unless you set browser favorites, can it be added to the main menu's or within one of them.
  
• It should be possible to Apply time off requests from the schedule to the time off requests screen, so that they can be reapplied to a new schedule if it needs to be built

I made some ideas:

Using Enter as OK: https://genesyscloud.ideas.aha.io/ideas/EPACC-I-11

Entering exceptions with only a keyboard: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-229

Adding WFM to the top menu bar: https://genesyscloud.ideas.aha.io/ideas/EPACC-I-12

Easier editing of work teams: https://genesyscloud.ideas.aha.io/ideas/AMUGM-I-37

More syncing between the schedule and time off window: https://genesyscloud.ideas.aha.io/ideas/WETOM-I-68

So, I am another user in Genesys but I wanted to talk about a couple of these things, either explain why they probably are the way they are, or to give a more concrete example of what I personally would like to see but I do agree that these are great updates. 

1. The navigation and needing to save probably can't be done with how it is currently set up. The message "You'll lose any unsaved changes if you leave now. Is that OK?" comes from the browser and I don't think Genesys has any control over what it says. If they do the message through Genesys, there is a good chance they can't alert you at all because the browser can navigate regardless of page pop-ups. 
2. I think this depends on the IDE. While doable in any IDE, some IDE's map the cursor to the X by default. It should be a fairly easy change but idk if there is an idea in on the idea lab for it. I will look later today. 
3. I agree with you. Personally I feel the system should be fully navigable with just a keyboard or just a mouse, user preference. But the biggest thing I would like to see a shortcut for is adding exceptions. I would like a single shortcut to bring up a window that lets me select the code, agent, date, time, and duration as well as notes and be able to tab through the text boxes. Currently the exception editing window gives all of these options but agent so I think this should be doable. 
4. Yes. Adding it to the performance menu would be nice. Or even a WFM tab up there since there is a lot of configuration options that can be added to the menu as well. 
5. Work Teams should be editable in WFM in my opinion, but that may just be because of how our business uses them. But also, give us the ability to move an agent work teams without removing them from the first. When we shift bid, we also change supervisors and work teams are supervisor teams for us. So when a supervisor sends us a list of users on their new team, we need to spend time finding and removing them from their old teams. It would be easier to simply add them to the new team and have Genesys automatically remove them from the old team. 
6. PTO requests are a mess. I do know they have on the roadmap to automatically add approved PTO. However, I would also like reverse syncing of the schedule to the PTO menu. If an agent adds PTO it should write to the schedule automatically. If I add it to the schedule it should update the PTO menu automatically. I would like to have the PTO menu be a way to see ALL PTO in a nice condensed place, regardless of how it is submitted. To take it a step further, this can help WFM see new notifications or issues as well. The yellow triangle in the schedule view can be used to show when a PTO request is pending or needs attention and can serve as more of an alert than a notice. 

These are just my opinions of how some of these should be implemented but I hope to see something helpful done in the area eventually. 

I definitely agree with these points. I'm also surprised that there doesn't seem to be a way to access the Work Teams menu without going through the Admin screen; why is this not an option from the Directory drop-down menu?

There are also too many steps to approve PTO requests; why do we need to go to the Schedule to add the PTO? Why doesn't it just apply after I choose to approve it?

I spend all of my day using Genesys Cloud, and there are certain functionalities of the system that just rub me the wrong way, and I wonder why is it not more user friendly. For example:

• after making a bunch of schedule changes, the default message when you click one of the menu items on the left of the screen is "You'll lose any unsaved changes if you leave now. Is that OK?" why can't there be an option here to save those changes? 
• When you add a "Full Day Time Off" to someone's schedule and hit enter on your keyboard it is the same as hitting the "X" on the dialog box or hitting "ESC (Escape)" on your keyboard, can it be coded so that the enter submits the "Full Day Time Off". The cursor needs to default on the OK button, I have done some programming in the past and know that it is possible to do this, is it a design decision to have it default on the x option? 
• The system is very click heavy, we need more keyboard shortcut options, I make a change, I should not be forced to click the OK button, clicking "Enter" on my keyboard should suffice
• Schedule access is a huge part of WFM, there is no easy access to it for the WFM you need to drilldown through other menus to get to it, unless you set browser favorites, can it be added to the main menu's or within one of them.
  
• It should be possible to Apply time off requests from the schedule to the time off requests screen, so that they can be reapplied to a new schedule if it needs to be built

Great work Aaron,

I voted on the first 2 ideas, but the system would not let me vote on the others, not sure why that is.

I made some ideas:

Using Enter as OK: https://genesyscloud.ideas.aha.io/ideas/EPACC-I-11

Entering exceptions with only a keyboard: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-229

Adding WFM to the top menu bar: https://genesyscloud.ideas.aha.io/ideas/EPACC-I-12

Easier editing of work teams: https://genesyscloud.ideas.aha.io/ideas/AMUGM-I-37

More syncing between the schedule and time off window: https://genesyscloud.ideas.aha.io/ideas/WETOM-I-68

So, I am another user in Genesys but I wanted to talk about a couple of these things, either explain why they probably are the way they are, or to give a more concrete example of what I personally would like to see but I do agree that these are great updates. 

1. The navigation and needing to save probably can't be done with how it is currently set up. The message "You'll lose any unsaved changes if you leave now. Is that OK?" comes from the browser and I don't think Genesys has any control over what it says. If they do the message through Genesys, there is a good chance they can't alert you at all because the browser can navigate regardless of page pop-ups. 
2. I think this depends on the IDE. While doable in any IDE, some IDE's map the cursor to the X by default. It should be a fairly easy change but idk if there is an idea in on the idea lab for it. I will look later today. 
3. I agree with you. Personally I feel the system should be fully navigable with just a keyboard or just a mouse, user preference. But the biggest thing I would like to see a shortcut for is adding exceptions. I would like a single shortcut to bring up a window that lets me select the code, agent, date, time, and duration as well as notes and be able to tab through the text boxes. Currently the exception editing window gives all of these options but agent so I think this should be doable. 
4. Yes. Adding it to the performance menu would be nice. Or even a WFM tab up there since there is a lot of configuration options that can be added to the menu as well. 
5. Work Teams should be editable in WFM in my opinion, but that may just be because of how our business uses them. But also, give us the ability to move an agent work teams without removing them from the first. When we shift bid, we also change supervisors and work teams are supervisor teams for us. So when a supervisor sends us a list of users on their new team, we need to spend time finding and removing them from their old teams. It would be easier to simply add them to the new team and have Genesys automatically remove them from the old team. 
6. PTO requests are a mess. I do know they have on the roadmap to automatically add approved PTO. However, I would also like reverse syncing of the schedule to the PTO menu. If an agent adds PTO it should write to the schedule automatically. If I add it to the schedule it should update the PTO menu automatically. I would like to have the PTO menu be a way to see ALL PTO in a nice condensed place, regardless of how it is submitted. To take it a step further, this can help WFM see new notifications or issues as well. The yellow triangle in the schedule view can be used to show when a PTO request is pending or needs attention and can serve as more of an alert than a notice. 

These are just my opinions of how some of these should be implemented but I hope to see something helpful done in the area eventually. 

I definitely agree with these points. I'm also surprised that there doesn't seem to be a way to access the Work Teams menu without going through the Admin screen; why is this not an option from the Directory drop-down menu?

There are also too many steps to approve PTO requests; why do we need to go to the Schedule to add the PTO? Why doesn't it just apply after I choose to approve it?

I spend all of my day using Genesys Cloud, and there are certain functionalities of the system that just rub me the wrong way, and I wonder why is it not more user friendly. For example:

• after making a bunch of schedule changes, the default message when you click one of the menu items on the left of the screen is "You'll lose any unsaved changes if you leave now. Is that OK?" why can't there be an option here to save those changes? 
• When you add a "Full Day Time Off" to someone's schedule and hit enter on your keyboard it is the same as hitting the "X" on the dialog box or hitting "ESC (Escape)" on your keyboard, can it be coded so that the enter submits the "Full Day Time Off". The cursor needs to default on the OK button, I have done some programming in the past and know that it is possible to do this, is it a design decision to have it default on the x option? 
• The system is very click heavy, we need more keyboard shortcut options, I make a change, I should not be forced to click the OK button, clicking "Enter" on my keyboard should suffice
• Schedule access is a huge part of WFM, there is no easy access to it for the WFM you need to drilldown through other menus to get to it, unless you set browser favorites, can it be added to the main menu's or within one of them.
  
• It should be possible to Apply time off requests from the schedule to the time off requests screen, so that they can be reapplied to a new schedule if it needs to be built

Hello Conor, thanks for taking the time to write up your feedback.  

• after making a bunch of schedule changes, the default message when you click one of the menu items on the left of the screen is "You'll lose any unsaved changes if you leave now. Is that OK?" why can't there be an option here to save those changes? 

The reason it works this way instead of "Save before leaving? YES | NO" is because saving schedules can fail or result in validation errors that we need to walk the user through.   The way the browser works here is you get to run one chuck of code 'on leave' - If we changed the message, then you navigated away and the save needed to show a validation message, then you would lose your changes.  

• When you add a "Full Day Time Off" to someone's schedule and hit enter on your keyboard it is the same as hitting the "X" on the dialog box or hitting "ESC (Escape)" on your keyboard, can it be coded so that the enter submits the "Full Day Time Off". The cursor needs to default on the OK button, I have done some programming in the past and know that it is possible to do this, is it a design decision to have it default on the x option? 

This is a bug and we will fix it quickly.

• The system is very click heavy, we need more keyboard shortcut options, I make a change, I should not be forced to click the OK button, clicking "Enter" on my keyboard should suffice

You should be able to use 'Enter' to save pretty much anything in WFM.  If you have some examples where this is not the case, I will treat those as bugs and fix them quickly.

• Schedule access is a huge part of WFM, there is no easy access to it for the WFM you need to drilldown through other menus to get to it, unless you set browser favorites, can it be added to the main menu's or within one of them.

I agree but I may be biased toward WFM.  With all of the Genesys Cloud 3 features turned on, there are over 100 screens that 'could' be in those menus, and as a company we have to balance what we put there.  What I'd love to see is some sort of 'favorites' or 'pin' functionality on our menus where each user can customize what they want.  

• Work Teams should be editable in WFM in my opinion, but that may just be because of how our business uses them. But also, give us the ability to move an agent work teams without removing them from the first. When we shift bid, we also change supervisors and work teams are supervisor teams for us. So when a supervisor sends us a list of users on their new team, we need to spend time finding and removing them from their old teams. It would be easier to simply add them to the new team and have Genesys automatically remove them from the old team. 

I have forwarded this feedback to the relevant product team.  I agree that work teams and WFM could be better integrated and I personally voted on the related idea that Aaron created.

• PTO requests are a mess. I do know they have on the roadmap to automatically add approved PTO. However, I would also like reverse syncing of the schedule to the PTO menu. If an agent adds PTO it should write to the schedule automatically. If I add it to the schedule it should update the PTO menu automatically. I would like to have the PTO menu be a way to see ALL PTO in a nice condensed place, regardless of how it is submitted. To take it a step further, this can help WFM see new notifications or issues as well. The yellow triangle in the schedule view can be used to show when a PTO request is pending or needs attention and can serve as more of an alert than a notice. 

Agreed, and we are actively working on this.

Thanks again for your feedback.  

Great work Aaron,

I voted on the first 2 ideas, but the system would not let me vote on the others, not sure why that is.

I made some ideas:

Using Enter as OK: https://genesyscloud.ideas.aha.io/ideas/EPACC-I-11

Entering exceptions with only a keyboard: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-229

Adding WFM to the top menu bar: https://genesyscloud.ideas.aha.io/ideas/EPACC-I-12

Easier editing of work teams: https://genesyscloud.ideas.aha.io/ideas/AMUGM-I-37

More syncing between the schedule and time off window: https://genesyscloud.ideas.aha.io/ideas/WETOM-I-68

So, I am another user in Genesys but I wanted to talk about a couple of these things, either explain why they probably are the way they are, or to give a more concrete example of what I personally would like to see but I do agree that these are great updates. 

1. The navigation and needing to save probably can't be done with how it is currently set up. The message "You'll lose any unsaved changes if you leave now. Is that OK?" comes from the browser and I don't think Genesys has any control over what it says. If they do the message through Genesys, there is a good chance they can't alert you at all because the browser can navigate regardless of page pop-ups. 
2. I think this depends on the IDE. While doable in any IDE, some IDE's map the cursor to the X by default. It should be a fairly easy change but idk if there is an idea in on the idea lab for it. I will look later today. 
3. I agree with you. Personally I feel the system should be fully navigable with just a keyboard or just a mouse, user preference. But the biggest thing I would like to see a shortcut for is adding exceptions. I would like a single shortcut to bring up a window that lets me select the code, agent, date, time, and duration as well as notes and be able to tab through the text boxes. Currently the exception editing window gives all of these options but agent so I think this should be doable. 
4. Yes. Adding it to the performance menu would be nice. Or even a WFM tab up there since there is a lot of configuration options that can be added to the menu as well. 
5. Work Teams should be editable in WFM in my opinion, but that may just be because of how our business uses them. But also, give us the ability to move an agent work teams without removing them from the first. When we shift bid, we also change supervisors and work teams are supervisor teams for us. So when a supervisor sends us a list of users on their new team, we need to spend time finding and removing them from their old teams. It would be easier to simply add them to the new team and have Genesys automatically remove them from the old team. 
6. PTO requests are a mess. I do know they have on the roadmap to automatically add approved PTO. However, I would also like reverse syncing of the schedule to the PTO menu. If an agent adds PTO it should write to the schedule automatically. If I add it to the schedule it should update the PTO menu automatically. I would like to have the PTO menu be a way to see ALL PTO in a nice condensed place, regardless of how it is submitted. To take it a step further, this can help WFM see new notifications or issues as well. The yellow triangle in the schedule view can be used to show when a PTO request is pending or needs attention and can serve as more of an alert than a notice. 

These are just my opinions of how some of these should be implemented but I hope to see something helpful done in the area eventually. 

I definitely agree with these points. I'm also surprised that there doesn't seem to be a way to access the Work Teams menu without going through the Admin screen; why is this not an option from the Directory drop-down menu?

There are also too many steps to approve PTO requests; why do we need to go to the Schedule to add the PTO? Why doesn't it just apply after I choose to approve it?

I spend all of my day using Genesys Cloud, and there are certain functionalities of the system that just rub me the wrong way, and I wonder why is it not more user friendly. For example:

• after making a bunch of schedule changes, the default message when you click one of the menu items on the left of the screen is "You'll lose any unsaved changes if you leave now. Is that OK?" why can't there be an option here to save those changes? 
• When you add a "Full Day Time Off" to someone's schedule and hit enter on your keyboard it is the same as hitting the "X" on the dialog box or hitting "ESC (Escape)" on your keyboard, can it be coded so that the enter submits the "Full Day Time Off". The cursor needs to default on the OK button, I have done some programming in the past and know that it is possible to do this, is it a design decision to have it default on the x option? 
• The system is very click heavy, we need more keyboard shortcut options, I make a change, I should not be forced to click the OK button, clicking "Enter" on my keyboard should suffice
• Schedule access is a huge part of WFM, there is no easy access to it for the WFM you need to drilldown through other menus to get to it, unless you set browser favorites, can it be added to the main menu's or within one of them.
  
• It should be possible to Apply time off requests from the schedule to the time off requests screen, so that they can be reapplied to a new schedule if it needs to be built