Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  WFM-Historical Adherence at Business Unit level

    Posted 03-18-2022 03:39
    No replies, thread closed.
    Good morning everyone,

    In WFM solution and related to Historical Adherence performance view, historical adherence information is shown and
    provided at the management unit level only, but not at the business unit level. Is there any reason this is not shown at
    the business unit level as an added data?
    In the performance view for real-time adherence, information is show at both levels; at Business unit and Management unit.

    At the same time in the 'Schedule view', information about adherence is shown in real-time and aggregated for a specific
    day and week but only filtered by one management unit at a time. Is it not possible to shown more than one management
    unit simultaneosly and also for the whole business unit (all the management units)?. In order to know and understand,
    What is the reason the information is not possible to display at both levels?

    Our Client needs to know the information in both levels and these performance and schedule views, so that we have to calculate
    the information in order to know it at the business level.

    Thanks in advanced.

    Greetings.

    Laura.
    #Unsure/Other

    ------------------------------
    Laura Cepeda
    Indra Sistemas S.A.
    ------------------------------


  • 2.  RE: WFM-Historical Adherence at Business Unit level

    Posted 03-19-2022 02:31
    No replies, thread closed.
    Hi Laura, 
    Nice idea, you can already do what you are looking for. Our clients asked for business unit and management unit WFM custom calculations in our REPO custom application last year already, already implemented works great no issues 
    Kind Regards

    ------------------------------
    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
    ------------------------------

    Original Message


  • 3.  RE: WFM-Historical Adherence at Business Unit level

    Posted 03-23-2022 07:13
    No replies, thread closed.
    Thanks for the suggestion Warren. We`ll also take into consideration. 

    Greetings.

    Laura.

    ------------------------------
    Laura Cepeda
    Indra Sistemas S.A.
    ------------------------------

    Original Message


  • 4.  RE: WFM-Historical Adherence at Business Unit level
    Best Answer

    Posted 03-21-2022 07:26
    No replies, thread closed.

    Hi Laura, 

    this is something that we have talked about internally. With the upcoming addition of teams, we were thinking that both BU and Team level reporting for Adherence would be a good improvement. 

    I have created the following Idea to help steer the conversation and prioritisation for this feature, please take a look at the link below and add your comments and votes.
    Idea for Adding BU and Team reporting to Adherence

    thanks, 
    Paul



    ------------------------------
    Paul Wood
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: WFM-Historical Adherence at Business Unit level

    Posted 03-23-2022 07:09
    No replies, thread closed.
    Thanks a lot Paul for your answer. I'll add our comments to your idea.

    Thanks again.
    Greetings.

    Laura.

    ------------------------------
    Laura Cepeda
    Indra Sistemas S.A.
    ------------------------------

    Original Message


Related Content