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WEM Questions for the Q&A Show?

  • 1.  WEM Questions for the Q&A Show?

    GENESYS
    Posted 05-01-2023 12:56

    Hey Everyone,

    The Genesys Community's Q&A Show is dedicating an episode to WEM May! We want to know: What WEM, WFO, or WFM questions or topics would you like our panel to discuss?

    The plan is to record the episode at the end of the month, so you have a few weeks to get questions in. Just reply to this discussion post or send us an email

    Want to review our previous content? Check out our YouTube channel, and don't forget the WEM Community's series "Let Me Pick Your Brain".

    Cheers,

    Matt


    #Unsure/Other
    #GenesysCloudCXQAEpisode

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------


  • 2.  RE: WEM Questions for the Q&A Show?

    Posted 05-01-2023 13:53

    Glutton for punishment!!!

    Will Genesys ever support Shift Bidding and if not, why?
    Will Topics ever be a notification topic?
    Why is Genesys charging for Agent Assist when most companies included as part of their agent billing?
    Will we be able to have real-time sentiment available to agents and/or supervisors?
    When will we see long-term staffing requirements as part of forecasting without a schedule like Decisions had?
    Will Sentiment be a gamification scorecard metric?
    How will Genesys support back-office work in WFM for scheduling those workers?
    Will the HRIS integration allow customers to define their own integration outside of Workday and ADP?  When is phase one being released?
    When will learning modules be able to be directly scheduled into agent schedules through the Learning and Development feature?  The new assignment in Insights is great BTW!
    Will Genesys be working on other Insights Views like for queues, wrap-up, and speech analytics?
    Will there be a day when we can combine Genesys Cloud CX and EX WFM in one system or support for multiple GCx orgs in a single WFM instance?
    Aside from the Transcription Summary, what other Generative AI features is Genesys working on? 
    Will reporting on channel switching ever become a reality so we can see when an agent switches and report on it?

    You know me, I could go on for pages, but let some others chime in. 






    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: WEM Questions for the Q&A Show?

    GENESYS
    Posted 05-01-2023 14:08

    My man! Thanks as always, Robert!



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 4.  RE: WEM Questions for the Q&A Show?

    GENESYS
    Posted 05-02-2023 11:49

    Hi Robert, 

    I'm pleased to let you know that we are currently working on the designs for Work Plan bidding. This is a slight flip on the traditional Shift Bidding process where Employees will be able to bid on the Work Plan, the rules to be scheduled by, rather than the static output of a bid schedule.

    As we finalise the designs we'll be updating the usual documents and communications.

    Paul



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------



  • 5.  RE: WEM Questions for the Q&A Show?

    Posted 05-02-2023 13:20

    This is good news.  The way I see shift bidding is this:

    You are the owner of a bank that has 4 doors to be staffed by security.  You have 5 guards.  5 of them choose the doors they want and one is not chosen by any of them.  Do you leave that door unmanned, force one to choose it, or cover it yourself?  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 6.  RE: WEM Questions for the Q&A Show?

    GENESYS
    Posted 05-02-2023 14:23

    Hi Robert,

    Thanks for the awesome questions. I can maybe help with your question regarding HRIS Time-Off Integration. As long as the HRIS has a rest API, clients should be able to integrate. We currently have Bamboo that we have been testing with. :) We are in Phase 2 beta at the moment and several clients are signed up and testing. If all goes well, so far, the tentative GA date is set for June. 



    ------------------------------
    Damaris Scott
    Genesys - Employees
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  • 7.  RE: WEM Questions for the Q&A Show?

    GENESYS
    Posted 05-02-2023 16:43

    Hello Robert,

    Thank you for the great questions.  We are prioritizing adding long-term staffing requirements to the Forecast screen sometime in 2024.  We're still in the very early stages so not a lot to share yet but hope to have more information for you in the months to come.

    Thanks again for your input. 



    ------------------------------
    Belinda Herrera
    GENESYS TELECOMMUNICATIONS LAB. INC
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  • 8.  RE: WEM Questions for the Q&A Show?

    Posted 05-02-2023 14:24
    Edited by Shelby Cronk 05-02-2023 14:31
    • Do we an anticipate an "overtime pick-up" option; forecast demands more agents than traditionally working that schedule, can offer overtime shifts for agents to pick up?
    • Will there be fully-automated evaluation forms? Ability to add assistances to more than one answer within a question (yes if it includes these topics, no if it doesn't) and auto submission options?
    • Add version numbers automatically to a form name so we can tell when a form changed in our form filter option without having to recreate the form? 
    • Group and Question-level evaluation reporting has been on the roadmap for a while, where are we at with that? Get asked about this constantly and have some QA Teams who opt to stay on their current solution because of our lack of this. 
    • Will we be adding any "select all of the following" options to evaluation questions? currently are all one-possible-answer questions.  Not a great solution for things like "Which 3 items did the agent verify"
    • Is there going to be a solution for "root cause analysis?"  Goes hand and hand with the above bullet, but another item a lot of QA teams are looking for.
    • Are we getting any "free text field" questions? Can we REQUIRE overall evaluation comments? 
    • can you tell us anything about the dispute functionality that is supposed to be coming out? Will this include a notification to evaluator and/or the agent's supervisor once the agent has acknowledged the evaluation and maybe added their own comments? 
    • What solutions do we have to evaluation a certain number of calls per agent per month without it being front-loaded; we may already have a solution for this, curious to know what it is. 
    • Will we be able to auto-assign evaluations by speech & text topic or phrase? email subject lines?
    • Any hopes of separating Evaluation/Calibration policies from other policies or making them permission based so QA Admins don't also have the ability to turn recording on/off? 
    • Can the QA team be notified/alerted in any way if the agent flags a call? (i know we can add a column on the interactions views, but want an alert)
    • What other gamification metrics can we expect this year?  Anything in relation to wrap-up code selection vs. system assigned ININ-Wrapup-Timeout?
    • Really any gamification best practices would be good to hear.
    • Can we export scorecard summaries for agents? 
    • Sentiment feedback, is there anywhere the "out of the box" Sentiment scores are located? How can we tell which phrases the systems assumes positive vs. negative? 
    • Does the system differentiate sentiment scores based on whether the customer or agent says it?
    • Is there a way to have the WFM schedule select only ONE weekend day for the agent to work?
    • How would your recommend accounting for monthly meetings vs. weekly if an org doesn't want to ad hoc schedule?
    • Any chance of getting a "closed dates" option for scheduling where the system can auto-anticipate 0 volume for closed days? Any current solution other than manually zeroing the forecast for holidays? 
    • Any way to have auto-best forecasts run on a schedule/automatically? Same with Schedules? 
    • Can we schedule any WFM Exports like forecasts/schedules/time off? 



    ------------------------------
    Shelby Cronk
    ConvergeOne, Inc.
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  • 9.  RE: WEM Questions for the Q&A Show?

    GENESYS
    Posted 05-02-2023 16:36

    This is great. Thanks, Shelby!

    I've passed them off to Tracy Vickers, our WEM Community's manager, and we'll start working on getting some answers. 

    Cheers,

    Matt



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
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