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Gina Palmer

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Why would a Call be "NIN-OUTBOUND-SIT-CALLABLE"

Posted By Gina Palmer 12-15-2025 16:40
Found In Egroup: Genesys Cloud - Main \ view thread
I have noticed quite a few calls in our Outbound campaign that are tagged with the Genesys Auto Wrap-Up "NIN-OUTBOUND-SIT-CALLABLE". According to the definitions, it means "SIT tones indicated that the number was callable. Unless the call analysis response was configured for a special case, the system ...

RE: Separating sites for tracking purposes

Posted By Gina Palmer 12-03-2025 10:06
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Linsey Edn I'm not understanding what you mean by "Management units are segregated differently - they're more narrow to rep activities." Since scheduling and forecasting is on the BU level and since all the agents take the same calls, I would have them in a the same BU but in their own MUs. ...

RE: GCX-GCP Exam

Posted By Gina Palmer 11-21-2025 09:03
Found In Egroup: Certification and Training \ view thread
I also recommend flagging any question you answered but were unsure of because sometimes the answer to one question can sometimes be found in question of another, basically giving you answer. I have taken and passed two exams so far (Cloud Professional Certification and Cloud CX Work Force Management ...

RE: Time off limits / Allocated Time off hours / Available hours

Posted By Gina Palmer 11-20-2025 09:14
Found In Egroup: Workforce Engagement Management \ view thread
Now, I am confused. My experience has been that having the Activity code checked as "Counts as Paid Time" does not impact if the time is deducted from the Time Off limits. I thought that it was the codes listed in the Time Off Plan that determined what deducted from the allotment. I just checked my stuff ...

RE: Inquiry about Analytics Workspace functionality

Posted By Gina Palmer 11-14-2025 09:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Katsuya Yamasaki! I created a separate Agent Status workspace (report) for each of the queues I want to monitor. If I run them and have it exclude the blank rows, it will show me everyone that was logged in. I do not know any way to get the information in a single report. ------------------------------ ...

RE: Optimizing schedules

Posted By Gina Palmer 11-13-2025 11:39
Found In Egroup: Workforce Engagement Management \ view thread
No, you would still need to do the reschedule but this way allows you to create a new forecast without losing the original one. For example, you can have your 11/02 - 11/08 FORECAST and then run a new 11/02 - 11/08 Revised forecast and still have to old one for reference. ------------------------------ ...

RE: Optimizing schedules

Posted By Gina Palmer 11-13-2025 10:09
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Holly Stauffer! To add to @Shannon Hellner's response... Did you change the already run forecast or did you run a new, updated forecast? If you ran a new one, you have to associate the new forecast with the schedule set. ------------------------------ Gina Palmer Manager, Workforce Management ...

RE: Activity codes and Time off Plans / Limits

Posted By Gina Palmer 11-11-2025 09:52
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Holly Stauffer! To piggyback on @David Betoni, if you want a Time Off Activity code to deduct from the Time Off Limit, my experience is you have to assign the specific Activity Code to the Time Off Plan. If you want all the Time Off Activity Codes to be associated with a single Time Off Plan, ...

RE: Bonus Question - Let us know what you think of the Community's new look!

Posted By Gina Palmer 10-30-2025 13:40
Found In Egroup: Genesys Casual \ view thread
I like it. It is easy on the eyes and navigation seems alright. ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

RE: New UI - Upload Documents to Workspace

Posted By Gina Palmer 10-24-2025 09:09
Found In Egroup: Genesys Cloud - Main \ view thread
Found it! I access the upload option by navigating to my profile and clicking on the My Files tab. Never mind... ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

New UI - Upload Documents to Workspace

Posted By Gina Palmer 10-24-2025 08:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi! How do we upload documents to Workspaces in the new UI? I cannot find an +Upload icon or button. #WEM-Quality,WFM,Gamification,etc #Unsure/Other ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

RE: September Rockstar Has Lots of Fans!

Posted By Gina Palmer 09-11-2025 08:02
Found In Egroup: Genesys Casual \ view thread
Congratulations @Melissa Callender! ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

RE: Time-Off Statuses

Posted By Gina Palmer 08-29-2025 09:25
Found In Egroup: Workforce Engagement Management \ view thread
@Jay Langsford I know that I have also asked that we have the ability to manually add a request to the Waitlist. This is because we have some requests that do not go through checker and that we manually review, such as if they have a meeting on it. Once we review it, if we determine the meeting can be ...

RE: Changing Duration and Dragging Activity Codes on Schedules for activities 15 min

Posted By Gina Palmer 08-20-2025 09:38
Found In Egroup: Workforce Engagement Management \ view thread
I don't know what the problem was but today it is fine. The problem started Monday afternoon but this morning it seems fine. I am going to assume I somehow did something weird. Thank you, all! ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------- ...

Changing Duration and Dragging Activity Codes on Schedules for activities 15 min

Posted By Gina Palmer 08-19-2025 10:33
Found In Egroup: Workforce Engagement Management \ view thread
Is anyone else experiencing difficulties adjusting Activity Codes? All of a sudden, I cannot drag an activity code to a new spot on a schedule. Sometimes it will catch and sometimes it won't, especially if it is a 15-min segment. I can't easily expand a segment, especially On Queue. This just started ...

"Last" routing for Web Messages going to someone no longer in the queue

Posted By Gina Palmer 08-13-2025 12:07
Found In Egroup: Genesys Cloud - Main \ view thread
We have an agent who is receiving Chats (Web Messages) although they are no longer in the queue. The agent has transferred to another department but, even though this agent is not in any queue or skills associated with these Web Messages, when this one particular person chats in, they are routing to ...

RE: Non-ACD interaction / utilization hard limits?

Posted By Gina Palmer 08-01-2025 15:27
Found In Egroup: Genesys Cloud - Main \ view thread
I have an additional question on this topic. Does the blocking ACD calls from coming in when an agent is on a non-ACD call have any effect on the agent able to make an outbound call when on an ACD call? ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ...

RE: July QOTM - Favorite Pic of the Year So Far??

Posted By Gina Palmer 07-29-2025 08:58
Found In Egroup: Genesys Casual \ view thread
Our two French girls, Bijou & Margot. ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------

RE: July QOTM - Favorite Pic of the Year So Far??

Posted By Gina Palmer 07-29-2025 08:57
Found In Library: Genesys Casual

RE: Do you get an Exam Voucher when you complete the Genesys Cloud CX: Quality Management course?

Posted By Gina Palmer 07-23-2025 17:29
Found In Egroup: Certification and Training \ view thread
Oh! I see what you are saying. I totally forgot about that. Thank you @Vaun McCarthy ------------------------------ Gina Palmer Manager, Workforce Management Papa, Inc. ------------------------------