Hi Sally, we've created an Unavailable segment for "PTO Meal" which we manually change from a normal Meal segment to account for that. ------------------------------ Shannon Hellner WFM manager ------------------------------

RE: Unscheduled Absence

Posted By Shannon Hellner 03-06-2026 08:44
Found In Egroup: Workforce Engagement Management \ view thread

We use a time-off code which we've named "call off". We do not have full day call offs impact conformance as our agents are also docked attendance credits, which can lead to termination, and we do not want to double ding them. In some instances, we leave late arrivals as-is to impact adherence and conformance. ...

RE: Assigned to Other - How can you see who assigned?

Posted By Shannon Hellner 01-07-2026 10:17
Found In Egroup: Workforce Engagement Management \ view thread

Thank you Brian!! ------------------------------ Shannon Hellner WFM manager ------------------------------

Assigned to Other - How can you see who assigned?

Posted By Shannon Hellner 12-29-2025 17:42
Found In Egroup: Workforce Engagement Management \ view thread

Hello! For voice calls, I am trying to determine who is using the "assign to other" feature in queue activity which sends a call to a specific user. Does anyone know where I can locate this info? #Intraday,Shrinkage,Adherence #RealTimeMonitoring #Tracking ------------------------------ Shannon ...

RE: Agent performance view vs Agent Interaction view

Posted By Shannon Hellner 11-25-2025 16:57
Found In Egroup: Genesys Cloud - Main \ view thread

Hello! I often find this is the case if they had any alert-no answers, have you checked that? Those are listed on the interaction pages. ------------------------------ Shannon Hellner WFM manager ------------------------------

RE: Optimizing schedules

Posted By Shannon Hellner 11-12-2025 19:00
Found In Egroup: Workforce Engagement Management \ view thread

After you update the forecast, complete a reschedule, and on the last step of the wizard, select the "Do not..." options. This will keep your manual edits. ------------------------------ Shannon Hellner WFM manager ------------------------------

RE: New Feature: Activity Code Mapping Enhancements

Posted By Shannon Hellner 11-04-2025 16:31
Found In Egroup: Workforce Engagement Management \ view thread

Hi Everyone - Can anyone provide a good use case for the "Scheduled activity codes to ignore for adherence" feature? Thanks! ------------------------------ Shannon Hellner WFM manager ------------------------------

Canceling full-day PTO for a half-day and not able to auto-approve

Posted By Shannon Hellner 10-16-2025 11:06
Found In Egroup: Workforce Engagement Management \ view thread

Hello! When our agents cancel their approved full-day PTO to enter a half-day, the new request is being forced into a manual approval even when hours are available. I believe this is because the schedule with the approved PTO has not yet been synced, so Genesys does not see a schedule for the day. ...

Ganification conformance%

Posted By Shannon Hellner 09-11-2025 16:06
Found In Egroup: Workforce Engagement Management \ view thread

Hello - Can anyone explain how the conformance reporting works in Gamification? What shows in the widget does not match the actual conformance for the day. For example today, I have an advocate showing 54% in the Gamification widget but is actually at a 100% for the day. #Gamification ----------- ...

RE: Agent Timeline Report

Posted By Shannon Hellner 08-15-2025 08:17
Found In Egroup: Workforce Engagement Management \ view thread

Hi Mike - I've seen this when the agent made an outbound call but did not do so on behalf of a queue. Any chance that happened? ------------------------------ Shannon Hellner WFM manager ------------------------------

RE: Side by side and adherence

Posted By Shannon Hellner 08-14-2025 14:31
Found In Egroup: Workforce Engagement Management \ view thread

We typically code this as "training" and then go back the next day to shore up adherence for when they went on queue, and add the on queue segments. ------------------------------ Shannon Hellner WFM manager ------------------------------

RE: Alerts

Posted By Shannon Hellner 06-23-2025 17:29
Found In Egroup: Workforce Engagement Management \ view thread

Our WFM team does not use the alerts because it would be alerting non-stop, but some of our managers like them for adherence. ------------------------------ Shannon Hellner WFM manager ------------------------------

Tracking avg position staffed...or agents scheduled vs. actual interval

Posted By Shannon Hellner 05-16-2025 13:30
Found In Egroup: Workforce Engagement Management \ view thread

Hello! We have a couple BPO that share work with our domestic teams (same queues, same calls, same planning groups, same business unit). I am trying to see how I can track their by-interval on queue time. Many years ago I used Avaya with average position staffed and searched by skill. Does anyone have ...

RE: Changing to Log Off Lunch

Posted By Shannon Hellner 05-06-2025 09:24
Found In Egroup: Workforce Engagement Management \ view thread

Gina - I think this is a creative solution, and I can't come up with a downside. Let us know how it goes if you implement! We have the same issue! ------------------------------ Shannon Hellner WFM manager ------------------------------

RE: Issues with historical attendance (schedule data)

Posted By Shannon Hellner 04-23-2025 11:39
Found In Egroup: Workforce Engagement Management \ view thread

Hi Gene - We have the same problem as you since we also publish weekly. To get scheduling data, we have a BI dashboard that pulls all the scheduling segments, so we aren't constricted to this data by a weekly view in Gen. ------------------------------ Shannon Hellner WFM manager ----------- ...

RE: Font change in schedules

Posted By Shannon Hellner 04-15-2025 13:59
Found In Egroup: Workforce Engagement Management \ view thread

Thank you Eric, we look forward to the customization! ------------------------------ Shannon Hellner WFM manager ------------------------------

Font change in schedules

Posted By Shannon Hellner 04-15-2025 09:22
Found In Egroup: Workforce Engagement Management \ view thread

Hello! I'm fielding complaints left and right from my WFM team on the font change in schedules, want to be sure we aren't the only ones that had a change? Font was previously a grey and is now black (and perhaps a little larger?). It's much tougher on the eyes, and since they are staring at schedules ...

RE: Time Off Waitlists

Posted By Shannon Hellner 04-07-2025 10:05
Found In Egroup: Workforce Engagement Management \ view thread

Hi Jason, waitlist is an option if you have limits & plans set up to count against time-off limits and approve when it meets criteria. In that case, the decision will be Auto-Approved or Pending-Waitlist (will eventually move to Pending-Waitlist Window Closed which basically means denied as it was never ...

RE: Understanding Shrinkage, especially with varying teams (different functions)

Posted By Shannon Hellner 04-04-2025 16:15
Found In Egroup: Workforce Engagement Management \ view thread

On the back-office work counting as shrink, if you deselect "shrinkage activity" from the activity code that will not record it as shrink. ------------------------------ Shannon Hellner WFM manager ------------------------------

RE: Managing extended Leave of Absence/FMLA scheduling

Posted By Shannon Hellner 03-31-2025 15:21
Found In Egroup: Workforce Engagement Management \ view thread

We use the time off option; we have one named "Time Off- Other" and it's used for longer LOA and FMLA. We don't have a problem with the 24hr thing you mentioned though. ------------------------------ Shannon Hellner WFM manager ------------------------------

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