The proposed rule-based system with configurable Scope, Event, Channel, and Recipients sounds like a promising step towards greater flexibility.
Before diving into the specific configuration options, we believe it is crucial to include an option to disable these notifications entirely at a configurable scope (e.g., by Business Unit or Management Unit). For example, our team has a set part of the day when we review time off requests, so the current alerts are ignored. Allowing these notifications to be turned off where they don't fit the workflow is essential for usability, preventing alert fatigue and ensuring that notifications are meaningful when they are received.
Regarding the specific components outlined:
Scope
We agree that the Scope should be explicitly configurable. Based on our organizational structure, the proposed options like "Business Unit", "Management Unit", "Work Team", and "Staffing Group" are necessary baseline criteria. A specific example highlights this need: Business Unit 1 does not utilize our WFM team for time off approvals, as they have their own internal process and calendar. Therefore, we don't need their supervisors or anyone else in BU 1 to receive notifications about requests submitted by agents in other BUs, such as agent Suzie in BU 4. Receiving notifications for agents they cannot approve would continue to encourage them ignoring the notification icon, diminishing its value for relevant alerts. The ability to define scope using these standard organizational units is key.
Events
Configurability of Events is definitely desired.
- For Explanation notifications (interpreting this as events like "Running Late" submissions from the Tempo app), we would find value in having both the agent's Supervisor and relevant WFM personnel notified. For our configuration, we limit the permissions Supervisors have; they are unable to act on the explanation requests directly. However, having a dedicated notification like "Agent Jimmy submitted an Explanation" increases their visibility and is useful for them to view for awareness, even though they are unable to act on it directly.
- We do not currently utilize Shift Trade Approval notifications, so we don't have specific feedback on its configuration, but understand others may need it.
- For Time-Off Request Approval notifications, the need for real-time approval notifications varies by workflow. This event notification should absolutely be configurable and optional.
Recipients
The ability to specify recipients needs to be both flexible and manageable.
- Specifying Users: We would like the ability to specify recipients using criteria such as:
- Users within a specific Work Team or Staffing Group.
- The agent's direct report-to user (Supervisor).
- Specific Genesys Cloud users (selectable from a list or group). Having these options would allow us to route notifications appropriately to the relevant WFM coordinators or supervisors based on the Scope and the specific needs (like notifying a Supervisor for an Explanation even if they can't approve it, as noted above).
- Recipient Power: We strongly advocate for the power to configure any user on the Genesys Cloud platform as a potential recipient, regardless of their specific WFM permissions for the request/trade type. As you noted, users like the QA/Training team or team leads without explicit approval permissions could benefit greatly from being informed for awareness, planning, or coordination purposes. However, the ability to configure who receives notifications should be tied to a dedicated administrative permission. This permission could then be added to specific Roles (like WFM Admin or Manager roles) for easy application and control over who can set up these rules.
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Gene Gutierrez | Workforce Analyst
Presbyterian Workforce Management
Albuquerque, NM
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