Workforce Engagement Management

Good morning,

I was wondering if we could turn off the default On-queue for the work plans? We have On-queue Phones and Chats. The default is labeled phones. When attempting to create a work plan specific to the chat team, we are unable to create it to have various shifts due to the errors that chat, break, and meal overlap. To get around the errors, I had to lock the breaks and meal and manually adjust them for each day so they do not take those activities together and no one is manning chats at that time. This is tedious, especially since I do not have any analysts and man all of WFM myself. Also, when manually adjusting the breaks/meals, moving these items has the on queue phones underneath it. This means I have to lengthen the original on-queue Chats over, making more work for me. If it is not possible, can we make it a suggestion instead?

Thank you!

Good morning,

I was wondering if we could turn off the default On-queue for the work plans? We have On-queue Phones and Chats. The default is labeled phones. When attempting to create a work plan specific to the chat team, we are unable to create it to have various shifts due to the errors that chat, break, and meal overlap. To get around the errors, I had to lock the breaks and meal and manually adjust them for each day so they do not take those activities together and no one is manning chats at that time. This is tedious, especially since I do not have any analysts and man all of WFM myself. Also, when manually adjusting the breaks/meals, moving these items has the on queue phones underneath it. This means I have to lengthen the original on-queue Chats over, making more work for me. If it is not possible, can we make it a suggestion instead?

Thank you!

There are two relevant discussion threads and both link to an idea in our Product Ideas Lab for which you can vote:
https://community.genesys.com/discussion/wem-work-plan-default-on-queue-time
https://community.genesys.com/discussion/how-do-a-map-salesforce-secondary-codes-to-real-time

Good morning,

I was wondering if we could turn off the default On-queue for the work plans? We have On-queue Phones and Chats. The default is labeled phones. When attempting to create a work plan specific to the chat team, we are unable to create it to have various shifts due to the errors that chat, break, and meal overlap. To get around the errors, I had to lock the breaks and meal and manually adjust them for each day so they do not take those activities together and no one is manning chats at that time. This is tedious, especially since I do not have any analysts and man all of WFM myself. Also, when manually adjusting the breaks/meals, moving these items has the on queue phones underneath it. This means I have to lengthen the original on-queue Chats over, making more work for me. If it is not possible, can we make it a suggestion instead?

Thank you!