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Gina Palmer

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RE: Favorite sport and athlete/team

Posted By Gina Palmer 03-28-2026 11:39
Found In Egroup: Genesys Casual \ view thread
My favorite sport will always be baseball. My favorite two teams are the Chicago White Sox and whoever is playing the Cubs. ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

RE: March Question of the Month: Are You Competitive?

Posted By Gina Palmer 03-28-2026 11:28
Found In Egroup: Genesys Casual \ view thread
I am very competitive. Ask my kids and they will tell you I never let them win against me while they were growing up. That way, when they did win they knew it was for real. I I think the achievement I am most proud of is walking in the first Susan G. Koman 60-mile 3 day walk. Being the first one, ...

RE: Adherence with paid and unpaid time

Posted By Gina Palmer 03-25-2026 10:07
Found In Egroup: Workforce Engagement Management \ view thread
We also created what we call a "Log Off Meal" activity code but we only need to use it when someone requests a partial day time off. As long as as Full Day time off request is submitted, everything adds up fine. ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. - ...

RE: Negative Adherence Impacts of On Queue Time

Posted By Gina Palmer 03-25-2026 09:59
Found In Egroup: Workforce Engagement Management \ view thread
@Melissa Palmer I know I am in the minority on this but what we do is, each day we look at the previous day's schedules, quickly scanning down looking for the pink out-of-adherence bar. If we see it before the start of the off-queue activity, we expand to see the Exception Details, hover over the pink, ...

RE: What is the best option to ignore adherence for agents when they are interacting, however they are scheduled for an activity?

Posted By Gina Palmer 03-18-2026 10:49
Found In Egroup: Workforce Engagement Management \ view thread
Just two different philosophies regarding who SCA is actually evaluating: WFM or the agent behavior. I always recommend taking on the administrative effort to update schedules as needed for getting stuck on a call or being pulled off the phones for a last minute coaching/meeting and using SCA as an agent ...

RE: What is the best option to ignore adherence for agents when they are interacting, however they are scheduled for an activity?

Posted By Gina Palmer 03-16-2026 14:17
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Melinda Butler, My team proactively looks at the adherence an moves the break/lunch to start at the first possible time after the interaction completed. Since we have the 5 min SCA buffer in place, it is manageable. Ex: When we look at the schedules for the day prior, we can see the pink "Out of ...

RE: Favorite movie of all time?

Posted By Gina Palmer 03-10-2026 13:32
Found In Egroup: Genesys Casual \ view thread
That's a hard question. I would have to think about it like, what movie could I stumble upon on TV and, no matter where it is, I would stop and watch it until the end. With that in mind, I would have to say The Birdcage. ------------------------------ Gina Palmer Manager, Workforce Management Papa, ...

RE: March Question of the Month - Favorite Roadmap Feature

Posted By Gina Palmer 03-06-2026 08:47
Found In Egroup: Genesys Casual \ view thread
I am will be very happy to see the soft-state feature finally released. On the roadmap is is titled "Enhance Agent experience by adding a new "Requesting Off-Queue" status that safeguards break times while maintaining adherence accuracy". The actual title of that idea makes me a little nervous but from ...

RE: How long before Expiration can I Renew Certification

Posted By Gina Palmer 02-26-2026 12:56
Found In Egroup: Certification and Training \ view thread
Does anyone have any info on this they can share? ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

RE: Queue Performance Detail view

Posted By Gina Palmer 02-05-2026 11:30
Found In Egroup: Workforce Engagement Management \ view thread
I was just about to open a ticket for this, as I figured it must be a bug. No way Genesys would think purposely doing this was a good idea. I will wait and see the Genesys reply. ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

RE: COMMUNITY AWARDS are ANNOUNCED!!!

Posted By Gina Palmer 01-30-2026 08:46
Found In Egroup: Genesys Casual \ view thread
🎉Congratulations and Thank You for all the help, feedback, and contributions over the year. ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------ ...

RE: Emergency Schedule Calendaring (Set Start/End Date & Time)

Posted By Gina Palmer 01-28-2026 09:36
Found In Egroup: Genesys Cloud - Main \ view thread
Can you have a second schedule group check that is created for "Special Closed", like you probably do for the Holiday schedule, and add it into every flow so that the call looks for Emergency check (If turned on routes to Emergency msg/flow, if off moves on to...) Special Closed check (If turned ...

RE: Can I conference three calls (four lines total) for a call received in queue

Posted By Gina Palmer 01-22-2026 09:21
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you! ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

How long before Expiration can I Renew Certification

Posted By Gina Palmer 01-21-2026 11:32
Found In Egroup: Certification and Training \ view thread
Hi! I have a certification expiring in July. How long before the expiration date can I/should I recertify. Do I retake the exam? Can I retake the Certification course prior, since there have been new features added? Will I receive a voucher with my subscription to cover the cost of the recertification? ...

Can I conference three calls (four lines total) for a call received in queue

Posted By Gina Palmer 01-21-2026 10:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hi! Sometime our agents receive an inbound call in queue that requires the use of a Language Line (Translator). They can conference that call so all three of them are on the line (Agent, caller, and the Language Line that the agent dialed out through the queue). On occasion, they need to add a fourth ...

RE: Agents forgetting to Log Out but still showing as In Adherence

Posted By Gina Palmer 01-21-2026 08:38
Found In Egroup: Workforce Engagement Management \ view thread
No, we do not have any codes ignored for adherence. ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

Agents forgetting to Log Out but still showing as In Adherence

Posted By Gina Palmer 01-20-2026 15:13
Found In Egroup: Workforce Engagement Management \ view thread
Hi, all! I need your help. We have an I am having an issue with adherence not being negatively impacted when agents forget to log out and leave themselves in an off queue or Unavailable status past the end of their shift. When an agent logs in when they are not scheduled, it negatively impacts ...

RE: Trivia Tower WINNER for Genesys Feature Rewind Announced!

Posted By Gina Palmer 01-20-2026 09:21
Found In Egroup: Genesys Casual \ view thread
👏Great job @Richard Chandler and @Anand Gangappa ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------ ...

RE: Queue Performance Detail in 60 min intervals

Posted By Gina Palmer 01-09-2026 14:37
Found In Egroup: Genesys Cloud - Main \ view thread
😆 This is actually me who submitted that idea. It's been so long (2023) that I forgot all about it. ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------ ...

Queue Performance Detail in 60 min intervals

Posted By Gina Palmer 01-09-2026 11:11
Found In Egroup: Genesys Cloud - Main \ view thread
Hi! I feel like I am losing my mind, here. I am trying to run a Queue Performance Detail report for calls offered in 60 min (1 hr) intervals and it is only giving me the option for 30 min granularity. I usually use 30 min but now I want to see it as 60 min and I can't remember/figure out how to change ...