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  • 1.  WFM schedule reporting - a yawning chasm?

    Posted 03-19-2025 08:32
    No replies, thread closed.

    Hi All.  I've been using Genesys workforce management since 2021, having migrated from a stand-alone WFM product when we changed telephony platform from Cisco.  At that time I raised a suggestion in the user forum requesting that reporting be available for the scheduling module, which remains unaddressed to this day.  I cannot comprehend how this remains an issue and wasn't available 'out-of-the-box'.  I'm having to maintain records outside of Genesys or perform unneccessary calculations to gather basic data on our schedules.  For instance, if I want to calculate how many sick days/hours/shifts have been recorded for an agent, or the department, over a time period I cannot do this.  If I want to calculate how many annual leave days have been recorded for an agent over a time period I cannot do this.  If I want to calculate how many paid hours have been scheduled for the department over a time period I cannot do this. If I want to calculate how many training/coaching hours have been recorded for an agent, or the department, over a time period I cannot do this.  If I want to calculate how much time is lost to lateness for an agent, or the department, over a time period I cannot do this.  Am I the only user needing this as it creates quite an overhead in terms of time and record-keeping where this was baked-in to the previous solution we operated? 


    #Unsure/Other

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    Andrew Smith
    Computer Services Manager
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  • 2.  RE: WFM schedule reporting - a yawning chasm?

    Posted 03-19-2025 11:14
    No replies, thread closed.

    Hi Andrew,

    I am going to move this to the WEM Community as although it is reporting, this is more to do with how WFM reports things.  The experts there will be better placed to answer this.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: WFM schedule reporting - a yawning chasm?

    Posted 03-19-2025 13:29
    No replies, thread closed.

    Hi Andrew,

    Could you connect with me via email so I can schedule a meeting to discuss this further? Thanks so much for your help.

    My Email: damaris.scott@genesys.com

    Look forward to hearing from you soon :) 



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    Damaris Scott
    Senior Product Manager, Workforce Management
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  • 4.  RE: WFM schedule reporting - a yawning chasm?

    Posted 03-20-2025 05:30
    No replies, thread closed.

    Hi Damaris,  Will do!  Many thanks for reaching out.



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    Andrew Smith
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    Original Message


  • 5.  RE: WFM schedule reporting - a yawning chasm?

    Posted 03-20-2025 01:26
    No replies, thread closed.

    Hi Andrew,

    100% Agree it's a massive issue.

    In our old WFM System we could pull reports inputting a start date and end-date, which would then tell us the "Scheduled" time for any selected Activity Codes, and also the "Actual" time, as reported via the telephony system.

    We could pull annual Leave, and had the option to get "daily", so it gave you every individual day and how many hours, an agent took, or a weekly. monthly or yearly summary, with just the total hours.

    We could also pull an individuals complete roster for multiple weeks, months, or even up to 3 years historically.

    Unfortunately with Genesys, as an WEM User, because we create the schedules on a weekly basis, we can only look at single weeks at a time.

    Regards

    Wayde



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    Wayde Masters
    Demand Forecasting & Resource Officer
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  • 6.  RE: WFM schedule reporting - a yawning chasm?

    Posted 03-20-2025 05:32
    No replies, thread closed.

    Hi Wayde, Glad it's not just me then.  Hopefully this new thread might give some focus to this and produce some results.  Many thanks.



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    Andrew Smith
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    Original Message


  • 7.  RE: WFM schedule reporting - a yawning chasm?

    Posted 03-20-2025 11:22
    No replies, thread closed.

    I also concur.  I fought having to migrate to WEM for this very reason.  I won my battle and WEM is only being tested with a small team (40 Agents).  Next year I may need to adapt to WEM (1200 Agents) so I am looking forward to getting clarity on how to obtain this information for reporting.



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    Joel White
    Republic Services WFM Mgr
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    Original Message


  • 8.  RE: WFM schedule reporting - a yawning chasm?

    Posted 03-21-2025 10:50
    No replies, thread closed.

    I agree with your statement. We also have to create schedules weekly do to the limitations on Genesys.



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


  • 9.  RE: WFM schedule reporting - a yawning chasm?

    Posted 03-21-2025 08:36
    No replies, thread closed.

    Agreed.  Overall, we were not satisfied with any reporting in Genesys.  We purchased a 3rd party Pureinsights add on, so we can create our own reports using Tableau right now.  I can create any report I want based on the activity codes.



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    Penny Petrie
    Call Centre Manager
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  • 10.  RE: WFM schedule reporting - a yawning chasm?

    Posted 03-21-2025 12:09
    No replies, thread closed.

    Hello all, appreciate your feedback.  Wanted to share a bit about our short-term and long-term plans in this area for Genesys Cloud Workforce Management:  Short-term, we are working on enhancing the A3S WFM offering with production ready templates you could 'drop in' to your own Tableaux or Microsoft BI instance and use immediately.  Of course, these also can serve as examples your BI teams use to modify or create your own presentation styles of WFM information.  We are targeting published shift activities first, then adherence, then intraday monitoring metrics, and more.  Long term we plan to have native modules in the product which allow you to interactively sort, group, filter to answer business questions interactively, and also to export the information.  Love to get the community's feedback on what WFM information you would like to see first, and your preferred formats. 



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    Eric Hagaman
    Product Management Director
    Genesys - Employees
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