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Mrs. Jammie Cross

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RE: Can I filter out day off agents?

Posted By Jammie Cross 07-09-2018 12:14
Found In Egroup: Workforce Engagement Management \ view thread
​Hi Joseph, I appreciate the option you provided, but we don't have the option you show below. We are on version 8.5.003.05. Is this available on our version? ------------------------------ Jammie Cross BB&T (Branch Banking & Trust Comp.) ------------------------------

RE: Can I filter out day off agents?

Posted By Jammie Cross 07-06-2018 07:37
Found In Egroup: Workforce Engagement Management \ view thread
​Hi Samuel, Thanks for this information and we already use the start time column in order to get day off at the bottom. However, we have over 700 agents and need to give a headcount each day that will tell how many total we have scheduled. This is why we wanted to filter out day off so we could use ...

Can I filter out day off agents?

Posted By Jammie Cross 07-05-2018 13:05
Found In Egroup: Workforce Engagement Management \ view thread
​Hey everyone! When looking at the schedule - Master schedule - intraday, is there a way to filter out the agents who are scheduled off this day and instead just show the scheduled agents? Thanks! Jammie ------------------------------ Jammie Cross BB&T (Branch Banking & Trust Comp.) --- ...

RE: Time Off Granted even though limits are reached

Posted By Jammie Cross 07-03-2018 13:13
Found In Egroup: Workforce Engagement Management \ view thread
​Hi Jennifer, We have he 'CalendarOverScheduleData' set to 0. ------------------------------ Jammie Cross BB&T (Branch Banking & Trust Comp.) ------------------------------

RE: Time Off Granted even though limits are reached

Posted By Jammie Cross 07-03-2018 13:03
Found In Egroup: Workforce Engagement Management \ view thread
​Hi Jennifer, I'm having our IT partners check on the value from your previous reply. I have the time off limits set to number of agents for this group. ------------------------------ Jammie Cross BB&T (Branch Banking & Trust Comp.) ------------------------------

RE: Time Off Granted even though limits are reached

Posted By Jammie Cross 07-03-2018 12:54
Found In Egroup: Workforce Engagement Management \ view thread
​ Hi Jennifer, 8.5.003.05 It is set at the activity level Agents are scheduling through the web ------------------------------ Jammie Cross BB&T (Branch Banking & Trust Comp.) ------------------------------

RE: Time Off Granted even though limits are reached

Posted By Jammie Cross 07-03-2018 12:54
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jennifer, 1) 8.5.003.05 2) It is set at the activity level 3) Agents are scheduling through the web Jammie Cross |BB&T Enterprise Marketing, Sales and Experience Group Care Center Channel Management – WFM Team Call Center Support Manager 910.272.4674 Work jammie.cross@bb ...

RE: Does know what the metrics the WFM use to calculate the headcount?

Posted By Jammie Cross 07-03-2018 12:52
Found In Egroup: PureEngage On-Premises \ view thread
​Thank you for this information. If I wanted to compare how many are actually staffed vs how many we scheduled, what fields would I look at? ------------------------------ Jammie Cross BB&T (Branch Banking & Trust Comp.) ------------------------------

How can I see who actually submitted a change?

Posted By Jammie Cross 07-03-2018 12:50
Found In Egroup: Workforce Engagement Management \ view thread
​We have agents and supervisors who submit changes to schedules in Genesys WFM, but do not have the approve function. My team goes through Changes Approval and approves/rejects them. However, once we approve/deny it, we can no longer see who actually submitted the exception or the original time and date ...

Can I stop specialists from requesting time off the day of?

Posted By Jammie Cross 07-03-2018 12:48
Found In Egroup: Workforce Engagement Management \ view thread
​Hi again! Can I stop specialists from requesting time off the day of? Currently, each morning, we have to go into all of our time off limits and zero them out to prevent people from requesting time off. We want them to be able to request up until the day before, but not the day of. ---------- ...

Multiple Schedule State Groups

Posted By Jammie Cross 07-03-2018 12:47
Found In Egroup: Workforce Engagement Management \ view thread
​Hello again. I need to create multiple schedule state groups and have them include the same exception codes in each. Ex, I want an absence SSG that includes LOA, but also want an SSG for absences that doesn't include LOA. Can we have multiple SSG with the same codes in each? ------------------------------ ...

Can you create rotation patterns are part of new schedules

Posted By Jammie Cross 07-03-2018 12:44
Found In Egroup: PureEngage On-Premises \ view thread
​Hey guys. When we create schedules for our specialists, they work this same schedule until we do another shift bid. So when I run schedules for new hires, I want to give them a rotation and schedule based on what we need. The problem I run into is that I can create schedules that have a specialist ...

Time Off Granted even though limits are reached

Posted By Jammie Cross 07-03-2018 12:35
Found In Egroup: Workforce Engagement Management \ view thread
​Hey everyone! I'm having an issue where the time off limits are already reached, but the system still marks it as Granted. This is after our schedules are published so it comes through as Status Requested Granted and Status Actual as Not Scheduled. We then update the schedule and I think that is ...

Recall and later Submitting Time off on same day

Posted By Jammie Cross 01-10-2017 13:49
Found In Egroup: PureEngage On-Premises \ view thread
We have agents who recall a day and then a few months later go to schedule vacation on that same day. The system says they already have something scheduled so it will not work. Is there a feature we can activate so this will not happen?