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? 

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? 

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 :) 

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? 

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? 

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

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? 

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

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? 

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

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? 

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? 

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?