Workforce Engagement Management

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  • 1.  Work From Home

    Posted 11-16-2022 16:15
    Hello! We are wanting to see the difference in metrics for an employee working from home vs not working from home? Has anybody found an easy way to do this?

    #WorkforceManagement

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    Mackenzie Becker
    Athene
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  • 2.  RE: Work From Home

    GENESYS
    Posted 11-18-2022 12:30
    Hi Mackenzie,

    What kind of metrics are you looking for?

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    Tracy
    Genesys
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  • 3.  RE: Work From Home

    Posted 11-18-2022 12:43
    Hi Tracy! We are looking for AHT, ACW, ATT, etc to see if their is less productivity at home vs working in the office. We have not found an easy way to differentiate what the above metrics are when an employee is working from home vs in office.




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    Mackenzie Becker
    Athene
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  • 4.  RE: Work From Home

    GENESYS
    Posted 11-21-2022 08:30
    Mackenzie,

    Have you tried creating "Groups" in Admin -> Directory -> Groups?


    Groups Overview: https://help.mypurecloud.com/articles/groups-overview/
    Create a Group: https://help.mypurecloud.com/articles/create-group/

    Groups overview

    Genesys Cloud groups organize people with similar traits. For example, employees who share common skills, relationships, locations, or other information maintained in Genesys Cloud.

    Genesys Cloud features two kinds of groups: general groups and skill expression groups.

    After groups are built, you are then able to filter by groups in Performance Reports. Search for the groups names you have created.


    Hopefully this can meet your needs.

    Thanks,



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    Chuck Swain
    Genesys
    WEM Leadership
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  • 5.  RE: Work From Home

    Posted 11-23-2022 01:15
    Hi, this is something we wanted to review too. As our agents do a mix of office/home, setting up groups wont assist. So far been unable to figure out a way....so following this in the hope of success....good luck!

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    Karen Bolton
    Water Corporation
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  • 6.  RE: Work From Home

    Posted 11-23-2022 09:19
    Right.  You could only use Groups if you knew the individuals in the new "Work at Home" group were going to be working at home 100% of the time.  The first time they head into the office, the stats for that group would be in invalidated.

    I can think of a couple ways to get this information.  Both would be "heavy lift" customizations:

    -- Outside of GC, you could capture employees' IP addresses when they login to a VPN or when they login to GC, if use some sort of SSO or other tool to track such activity.
    Your IT department should be able to verify your corporate IP scheme.  Any addresses for users outside of that scheme could be reasonably thought of as "Work At Home".

    -- Inside of Genesys Cloud, you could use the GET /api/v2/users/{userId}/geolocations/{clientId} API endpoint to pull this information.
    This API will pull back several data points, including latitude and longitude, country, region, city, and user GUID.

    In both of these scenarios, you'd have to tie that location data, user information, and statistics into a data model.  From there, you could slice and dice on your work at home agents, their stats, etc.  But it would be a custom lift to get the data.  And another custom lift to build the reporting data model/report.

    Thanks,
    Trent.

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    Trent Vance
    Avtex Solutions, LLC
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  • 7.  RE: Work From Home

    Top 25 Contributor
    Posted 11-23-2022 15:19
    I've seen a few ideas out on the idea portal for this problem but so far, no concrete solution for this.

    Ability to identify people WFH | Genesys Cloud Ideas Portal (aha.io)
    Add a mechanism to be able to identify | Genesys Cloud Ideas Portal (aha.io)
    In work from home environment, when an | Genesys Cloud Ideas Portal (aha.io)
    New column in any agent view that can | Genesys Cloud Ideas Portal (aha.io)

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    Addison Hild
    Athene
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