Workforce Engagement Management

I want to bring your attention to a game-changing idea on the Genesys Idea Portal that deserves our collective support. A fellow user has put forward a compelling proposal to expand the Timeline view by including various On Queue statuses, offering a more comprehensive insight into agent activities.

Here are some highlights of the idea:

• Differentiation Between On Queue Statuses: The proposal emphasizes the need for visible differentiation between "On Queue (Idle)" and "On Queue (Not Responding)" with distinct colors, enabling supervisors to quickly discern agent availability.

• Holistic Analysis: The current Timeline view effectively tracks agents' offline statuses, but the inability to observe different On Queue statuses limits our ability to comprehensively analyze agent behavior patterns. This enhancement would allow us to identify patterns such as consistent Wrap activity after each call or occasional usage.

• Adherence Reports Integration: The proposal suggests incorporating these detailed insights into adherence reports, offering a holistic view. This integration could assist supervisors in identifying and addressing specific agent behaviors that may require coaching.

Your votes can play a pivotal role in making this enhancement a reality. Let's unite and make our voices heard! Click here to view and vote for the idea! (https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1443)

As users committed to accountability and data-driven decision-making, supporting this idea will significantly contribute to the platform's functionality.

Your votes matter, and together, we can make Genesys Cloud even better.

I want to bring your attention to a game-changing idea on the Genesys Idea Portal that deserves our collective support. A fellow user has put forward a compelling proposal to expand the Timeline view by including various On Queue statuses, offering a more comprehensive insight into agent activities.

Here are some highlights of the idea:

• Differentiation Between On Queue Statuses: The proposal emphasizes the need for visible differentiation between "On Queue (Idle)" and "On Queue (Not Responding)" with distinct colors, enabling supervisors to quickly discern agent availability.

• Holistic Analysis: The current Timeline view effectively tracks agents' offline statuses, but the inability to observe different On Queue statuses limits our ability to comprehensively analyze agent behavior patterns. This enhancement would allow us to identify patterns such as consistent Wrap activity after each call or occasional usage.

• Adherence Reports Integration: The proposal suggests incorporating these detailed insights into adherence reports, offering a holistic view. This integration could assist supervisors in identifying and addressing specific agent behaviors that may require coaching.

Your votes can play a pivotal role in making this enhancement a reality. Let's unite and make our voices heard! Click here to view and vote for the idea! (https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1443)

As users committed to accountability and data-driven decision-making, supporting this idea will significantly contribute to the platform's functionality.

Your votes matter, and together, we can make Genesys Cloud even better.