This is unfortunate that turning the schedule off doesn't place the assigned coaching into the agent's schedule. This is really the only way we can use this feature today, as the 10 most optimal time slots returned might be on a day/time where we are unable to do the coaching (based on schedules, operational performance, etc).
It sounds like the custom slot flow will help us so we will need to wait until it's rolled out to start using this feature.
Original Message:
Sent: 03-04-2025 11:00
From: Paul Turner
Subject: User unable to get schedule in order to create a Coaching Appointment
Hey Dana,
Two of the three options add it to the schedule. Both the optimal and custom slot flow will update the schedule for the agent.
Toggling "use schedule" to off will create an appointment at an exact time, but it will be outside of the WFM schedule.
Cheers,
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Paul Turner
Senior Product Manager
Genesys - Employees
Original Message:
Sent: 03-04-2025 10:53
From: Dana Rigby
Subject: User unable to get schedule in order to create a Coaching Appointment
Thank you for sharing those details Paul. We are looking forward to the enhancements. Will all three options add the coaching appointment to the agent's schedule?
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Dana Rigby
Business Analyst
Original Message:
Sent: 03-03-2025 05:58
From: Paul Turner
Subject: User unable to get schedule in order to create a Coaching Appointment
Hi Meaghan,
Paul Wood's explanation is correct in how the slots are currently generated. You can workaround this with methods such as those explained by Joann if you want to dictate the slots that are returned. It might interest both yourself and @Joann Smith that we have an upcoming feature for Coaching and Learning that revamps the way slots are generated that gives more control when scheduling. A new algorithm will generate and highlight optimal slots that respect the service goals defined in Workforce Management. Since this provides more precision you're likely to find it will offer slots closer to what you want to begin with. In the case that it does not however, it will also possible to set custom ranges when searching for appointments that would enable what you're trying to achieve above.
I've added a mockup below. Keep in mind as a mockup this is not final, but hopefully illustrates what we're looking to make available.
We're expecting this to arrive around Q2/Q3 of this year.
Let me know if you have any other questions.
Cheers,
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Paul Turner
Senior Product Manager
Genesys - Employees
Original Message:
Sent: 02-26-2025 13:18
From: Meaghan Coleman
Subject: User unable to get schedule in order to create a Coaching Appointment
Hi there, adding onto this thread.
Can anyone explain why we are not able to see all days in the week when selecting a date/time to schedule coaching?
I've confirmed that the activity codes are interruptible.
For example, this agent is scheduled on queue (interruptible) for four days in the week:
But when attempting to schedule coaching, I'm only given slots on March 5 and one slot on March 7. I'm not provided multiple options on March 7 or any options on March 2 or March 8.
Thanks
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Meaghan Coleman
Leader, Operational Support
Original Message:
Sent: 09-06-2024 12:11
From: Jacou Sarrazin
Subject: User unable to get schedule in order to create a Coaching Appointment
Hi Jason,
- As long as the facilitator (if any) and the agent are in the same BU and they both have published schedules you should be fine.
- We will only display slots that are interruptible (activity code that are able to be scheduled over). So please ensure they have interruptible ones in the range you are looking at.
Please note that we are actively working on a feature where you will be able to create a coaching appt outside of the schedule. You will also have more flexibility over the times proposed by the system.
Please let us know if you are still unable to create coaching appts.
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Jacou Sarrazin
Sr. Director, Development
Genesys - Employees
Original Message:
Sent: 09-06-2024 11:40
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment
Thanks so if "Is Interupible"is not selected then that means we can not schedule a coaching session over it?
Original Message:
Sent: 09-06-2024 11:31
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment
I think that should be fine. @Jacou Sarrazin can you confirm?
I noticed initial post you mentioned about the person mostly in off queue. I'd check which activity codes you have configured as interruptible. Uninterruptible activity codes are not considered as possible slots.
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Jay Langsford
VP, R&D
Original Message:
Sent: 09-06-2024 11:07
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment
Hi Jay,
My bad they are in the the same business unit but a different management unit would that have any impact?
Original Message:
Sent: 09-06-2024 10:45
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment
https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/ section 'Schedule a coaching appointment in a workforce management environment' has a note about the requirement that they both be in the same business unit:
Note: To ensure that the agent and the facilitator can see schedules, make sure that they belong to the same business unit. I also notice they were in a workplan where the supervisor is set to off queue for most of the schedule they are on so wonder if that is impacting the slots because they set to be off queue during that time.
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Jay Langsford
VP, R&D
Original Message:
Sent: 09-06-2024 09:13
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment
Does the specific user who is scheduling the appointment have to be part of that schedule or group as well? I did testing with a test account and it showed slots for me for the previous week but the agent having issue with the same roles as me can't get any slots for that same week. I do see schedule published and the person trying to do the coaching is in the same schedule but different business unit as the agent they are trying to schedule a appointment for.
Original Message:
Sent: 09-01-2024 11:50
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment
Is there a published schedule for that week? That would be the obvious first thing to check given the message.
Permissions noted in resource center: https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/
------------------------------
Jay Langsford
VP, R&D
Original Message:
Sent: 08-30-2024 11:23
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment
When a user tried to create a coaching appointment they are unable to create one since no schedule appears. They have the quality evaluator and supervisor role. Does anyone one know of any requirement that might be needed to get the schedule to show? Like a additional role? I assume the permission in quality evaluator was enough.
#QualityManagement
#Unsure/Other