Workforce Engagement Management

 View Only

Sign Up

  • 1.  Unavailability - Genesys vs Verint

    Posted 10-04-2023 04:22

    Hi,

    I'm new to Genesys WFM, having worked with Verint systems (7.6, 11, 15) for many years.

    In Verint I used to use unavailability blocks if someone needed an ad-hoc arrangement - eg - 'not to work past 5.30 on a Tuesday for the next 4 weeks of rota, but then to revert to normal pattern again', or 'can I have a late shift on x date as I have an appointment in the morning'.  

    Verint wouldn't schedule a shift over an unavailability.  Genesys unavailability seems to be completely different.  

    I also used unavailability for ongoing fixed work arrangements in Verint - these are now built into bespoke workplans / rotation in Genesys.

    Does anyone have any experience / suggestions on how best to handle the ad hoc kind of requests that crop up on a regular basis (or at least they crop up for my dept!)

    Thanks for reading,


    #Workforce Engagement Management
    #Workforce Management
    #ScheduleManagement

    ------------------------------
    Dave T
    RCN
    ------------------------------


  • 2.  RE: Unavailability - Genesys vs Verint

    Posted 10-05-2023 10:10
    Edited by Tracy Vickers 08-04-2025 05:26

    Hi Dave, 

    First of all, Welcome to Genesys WEM & joining our community! For ongoing schedules in the future using the workplans with blocks of unavailability would be one of the ways to achieve what you are asking. For adhoc requests, using the Schedule activity screen and dragging the unavailable time to that particular employee may be a way to do this - see screenshot. This would also show you the impact to your net staffing (over/under) in the grid below. We can always setup time to chat further if you feel this is not what you needed. 

    Thanks, 

    Annick



    ------------------------------
    Annick Duffy
    WEM Knowledge Hub Leader
    Genesys.com
    ------------------------------

    Original Message


  • 3.  RE: Unavailability - Genesys vs Verint

    Posted 10-11-2023 05:00

    Hi Annick,

    Thanks for the response and the info.  I can see that Genesys' unavailability is very different to Verint's.

    In Verint if I put in unavailability for an agent from 18:00-24:00 on a day then it would only schedule shifts for that agent on that day that would finish by 18:00.  The Genesys version seems to be more like a unpaid time off / non work activity that can exist within a scheduled shift.

    I'll just have to get used to new ways of working!

    Thanks 



    ------------------------------
    Dave T
    RCN
    ------------------------------

    Original Message


Related Content