Original Message:
Sent: 01-31-2025 18:32
From: Robert Wakefield-Carl
Subject: Work around for preference based rostering
Andy, great stuff, but what about getting back to the basics with things like Holiday scheduling and overtime. Also, how about fixing the partial day time off.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 01-31-2025 07:17
From: Andy Boland
Subject: Work around for preference based rostering
Hi Sonja
Thanks for your post
At the moment I'm afraid I can't give much assistance around how this process might be streamlined.
However, we are currently working on/investigating a coupld of capabilities which will help.
We're in the process at the moment of building Agent Unavailable Times, where an Agent will be able to enter times when they are unavailable to work. When scheduling GC will take these unavailable times into account and create shifts around them, within the confines of the Work Plan. These unavailable times are hard constraints, meaning if an Agent enters an unavailable time then they will not be scheduled at that time.
I'm also in the process of researching Agent Preferences, which will be softer constraints that an Agent can add i.e. Prefering Early/Late starts, Early/Late ends etc. If you'd be interested in syncing to discuss your use cases here in more detail that would be really useful. Please just let me know.
Thanks
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Andy Boland
Product Manager
Original Message:
Sent: 01-17-2025 01:06
From: Sonja Maxwell
Subject: Work around for preference based rostering
Hello Genesys Community,
I'm hoping to tap into the collective knowledge here and get some advice or guidance on a rostering challenge we're facing. We have a team of 130 part-time nurses, and our rostering process is based on preference. Given that we are a government agency with union requirements, we need to strictly adhere to award and rostering guidelines.
Currently, our Workforce Management (WFM) team builds the roster using an Excel spreadsheet based on these preferences. However, once the roster is complete, it needs to be manually input into Genesys CX, which is very time-consuming and inefficient.
I'm wondering if anyone has experience with a solution-perhaps via an AppFoundry integration or API-that would allow us to automate this process. Specifically, we would like to find a way to import the completed Excel roster directly into CX without the need for manual data entry.
Any help, suggestions, or insights would be greatly appreciated!
#Scheduling
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Sonja Maxwell
Admin Manager
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