Workforce Engagement Management

I am looking to get the total number of hours an agent was scheduled to be here. 

I was hoping to be able to run a report for an entire date range (07/01 - 07/31) and then, if I had to, subtract the absent/time off codes.  The only thing I see is to export the schedule activity from the schedule set and what I am getting is a report with every activity broken down by timeframe.  I also have to run it for each week, since we generate and publish schedules a week at a time.

How can I get the totals for the entire month without having to filter and formula so much?

#Scheduling

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[Gina] [Palmer]
[Workforce Manager]
[Papa]
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Hi Gina, 

sadly at the moment the only way to do this type of report is either via the exports, as you have described, or via the APIs. Admittedly neither is the best user experience for day-to-day reporting.

We recognise that Workforce Management reporting is an area that requires development and would love to hear your thoughts on what reports are needed and how they may look. To help us with this I'd encourage you to create ideas in the Genesys Ideas Lab, which is accessible via The Genesys Knowledge Network and sign up for the Genesys sponsor user program where you'll have the chance to be invited to early research workshops as we start to move ideas into development.

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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We've done this in the past using the Historical Adherence report and adding the Scheduled On Queue column (unless you're also wanting to account for meeting or off queue segments as well) or Scheduled column (if you're wanting to include off queue time).

Here's a snippet of ours for last month (we have some agents who are off queue all the time handling work outside of Genesys and some that have large segments of off queue time for the same).

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Angela Robinson
Senior Workforce Management Analyst
Alcon Vision LLC
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@Angela Robinson Thank you for the suggestion.  I see that I can get the total time scheduled for a longer date range, which is great.  However, it looks like those totals include the days/times for which there was approved Time Off.  For my purposes, if you are approved for time off, you are not scheduled to be here.  I don't think I can use the Scheduled on queue, because I do need through meetings, trainings, and other approved acitivities accounted for in the scheduled hours total.  Scheduled (Adherence) doesn't work either because, once we enter an absence code the schedule is back in adherence. Any other ideas? 

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[Gina] [Palmer]
[Workforce Manager]
[Papa]
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Original Message:
Sent: 08-18-2023 17:40
From: Angela Robinson
Subject: What report can I run to see total number of hours an agent was scheduled?

We've done this in the past using the Historical Adherence report and adding the Scheduled On Queue column (unless you're also wanting to account for meeting or off queue segments as well) or Scheduled column (if you're wanting to include off queue time).

Here's a snippet of ours for last month (we have some agents who are off queue all the time handling work outside of Genesys and some that have large segments of off queue time for the same).

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Angela Robinson
Senior Workforce Management Analyst
Alcon Vision LLC
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