Genesys Cloud - Main

Clients have some agents who are able work queues, but primarily do off queue work. The default activity codes in WEM work plans is "on queue' but clients would rather they be scheduled for a different activity code E.g. Off Queue or Custom Activity Code, and allow the breaks/meals to interrupt accordingly.  Essentially, if they aren't scheduled for break/meal/meeting etc. they're unscheduled time should be Off Queue or another Custom-set activity code. 

Right now, the only solution we've found is to add blocks of "off queue" time throughout the day, but with flexible breaks and meals, this still allows for some time to be marked as "on queue" counting the agent as out of adherence if they're off queue.  Does anyone know a better way around this or a related idea? 
#QualityManagement

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Shelby Cronk
ConvergeOne, Inc.
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Hi Shelby,

I see you are already a member of the WEM Community - don't forget to post your question there, as well?

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Tracy
Genesys
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Hi Shelby, I think the "On Queue" activity is the base part for all schedules so it's always there, but you could still add an "Off Queue" or "Custom Activity" to cover up the whole shift or only during partial times based on your customer needs.

We have a team that does quality assurance first and last hour of their day and we made a shift assignment in Work Plans just for them so when we generate schedules it always automatically adds the "Off Queue" times.



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Sasha Mujanovich
VIAC Services Company
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We tried this, but the situation is that we don't want ANY on queue time, and even if we add "off queue time" for the entire shift, we run into issues with the flexible breaks/meals.

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Shelby Cronk
ConvergeOne, Inc.
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Original Message:
Sent: 01-11-2023 13:08
From: Sasha Mujanovich
Subject: WEM Work Plan: Default On Queue Time

Hi Shelby, I think the "On Queue" activity is the base part for all schedules so it's always there, but you could still add an "Off Queue" or "Custom Activity" to cover up the whole shift or only during partial times based on your customer needs.

We have a team that does quality assurance first and last hour of their day and we made a shift assignment in Work Plans just for them so when we generate schedules it always automatically adds the "Off Queue" times.



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Sasha Mujanovich
VIAC Services Company
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Hi Shelby, so if I understand there is an element of Queue time? and if so How do you want the system to identify that in this instance?

From a staffing requirements perspective the scheduler is looking for times where the employees are required to service customers demand (on queue) and the scheduler responds to the workplan design accordingly. 

If there is a need for planned off queue time how much is required? I think you may need to look at your workplan configuration and like the example above, determine how much on queue v off queue you are requiring and then build accordingly very similar to the above example.

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Cameron Smith
VP, Product Management - Workforce Engagement Management
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Original Message:
Sent: 01-11-2023 17:54
From: Shelby Cronk
Subject: WEM Work Plan: Default On Queue Time

We tried this, but the situation is that we don't want ANY on queue time, and even if we add "off queue time" for the entire shift, we run into issues with the flexible breaks/meals.

------------------------------
Shelby Cronk
ConvergeOne, Inc.
------------------------------


Original Message:
Sent: 01-11-2023 13:08
From: Sasha Mujanovich
Subject: WEM Work Plan: Default On Queue Time

Hi Shelby, I think the "On Queue" activity is the base part for all schedules so it's always there, but you could still add an "Off Queue" or "Custom Activity" to cover up the whole shift or only during partial times based on your customer needs.

We have a team that does quality assurance first and last hour of their day and we made a shift assignment in Work Plans just for them so when we generate schedules it always automatically adds the "Off Queue" times.



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Sasha Mujanovich
VIAC Services Company

This instance is for certain teams and positions (supervisors, coaches etc.) that spend the majority of their time off queue.  The client would rather be able to determine the set on queue time or have supervisors/coaches monitor the queues activity and go on queue only when absolutely necessary, and assume any other time is "off queue" or another designated activity.  Some of their users for instance, only work on queue Thurs/Friday, and spend the remainder of the week working off queue tasks. 

With the current set up, there is no way to designate the entire day off queue and still maintain flexible breaks/lunches. The intention is to adjust it so that for certain days, if they aren't scheduled for a specific activity, their default activity is off queue.

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Shelby Cronk
ConvergeOne, Inc.
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Original Message:
Sent: 01-13-2023 11:53
From: Cameron Smith
Subject: WEM Work Plan: Default On Queue Time

Hi Shelby, so if I understand there is an element of Queue time? and if so How do you want the system to identify that in this instance?

From a staffing requirements perspective the scheduler is looking for times where the employees are required to service customers demand (on queue) and the scheduler responds to the workplan design accordingly.

If there is a need for planned off queue time how much is required? I think you may need to look at your workplan configuration and like the example above, determine how much on queue v off queue you are requiring and then build accordingly very similar to the above example.

------------------------------
Cameron Smith
VP, Product Management - Workforce Engagement Management
------------------------------


Original Message:
Sent: 01-11-2023 17:54
From: Shelby Cronk
Subject: WEM Work Plan: Default On Queue Time

We tried this, but the situation is that we don't want ANY on queue time, and even if we add "off queue time" for the entire shift, we run into issues with the flexible breaks/meals.

------------------------------
Shelby Cronk
ConvergeOne, Inc.


Original Message:
Sent: 01-11-2023 13:08
From: Sasha Mujanovich
Subject: WEM Work Plan: Default On Queue Time

Hi Shelby, I think the "On Queue" activity is the base part for all schedules so it's always there, but you could still add an "Off Queue" or "Custom Activity" to cover up the whole shift or only during partial times based on your customer needs.

We have a team that does quality assurance first and last hour of their day and we made a shift assignment in Work Plans just for them so when we generate schedules it always automatically adds the "Off Queue" times.



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Sasha Mujanovich
VIAC Services Company

Hi Shelby, 

this is something that has been raised a few times on the Ideas portal. If you could vote and join the conversation on the idea:
https://genesyscloud.ideas.aha.io/ideas/WEM-I-193

it will help us shape and prioritise future features and releases.

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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