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Mr. Greg Barrett

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love the new UI but where is our Agent Assist Chat?

Posted By Greg Barrett 08-27-2025 18:10
Found In Egroup: Genesys Cloud - UI New Features \ view thread
I know the plan is to migrate all agents to Co-pilot and we plan on using that system. However, the ability for agents to reach out to an open forum for quick answers not found in the KB, customer escalations, or just help on tasks they don't have permission to perform is a critical function for us. ...

RE: Change search behaviour in dial pad/search window

Posted By Greg Barrett 05-05-2025 10:30
Found In Egroup: Genesys Cloud - Main \ view thread
We also transfer to non ACD "groups" in the contact center. I remember having that as well. ------------------------------ Greg Barrett Contact Center Operations Manager ------------------------------

RE: Alternative Shift (Trade with the System) Shift Trade Walk-Through

Posted By Greg Barrett 10-04-2024 21:21
Found In Egroup: Workforce Engagement Management \ view thread
We have it Paul. Our test workplans are supervisors so not On Queue. Once we added On Queue time the shifts showed up. We had the same issue with Activity Plans. Hard to test with our agents but lesson learned build "realistic" workplans to test with. ------------------------------ Greg Barrett ...

RE: Alternative Shift (Trade with the System) Shift Trade Walk-Through

Posted By Greg Barrett 10-04-2024 19:51
Found In Egroup: Workforce Engagement Management \ view thread
Yes on that permission. We went super aggressive on the Service Goal Impact since we are in off season and can afford to test like this. ------------------------------ Greg Barrett Outdoor Network LLC ------------------------------

RE: Alternative Shift (Trade with the System) Shift Trade Walk-Through

Posted By Greg Barrett 10-04-2024 09:31
Found In Egroup: Workforce Engagement Management \ view thread
Paul we are still not seeing the alternative shifts in the Browse option. Verified all settings per your video. What else can we be missing? Flexible workplan shows 9 variations. Shows flexibility on agent schedule but no system shifts on Browse. ------------------------------ ...

RE: Exporting Required Hours

Posted By Greg Barrett 09-22-2023 06:55
Found In Egroup: Workforce Engagement Management \ view thread
Jamie I know there is an Idea to add hours/FTE to Forecasts. Our work around is to generate a forecast for a future planning period to get the predicted volume. Since the period is too far out you can't generate a schedule. Then we build a new forecast close to the current date and "adjust" the volume ...

RE: Belonging to multiple Planning Groups does not drive efficiency

Posted By Greg Barrett 06-19-2023 14:37
Found In Egroup: Workforce Engagement Management \ view thread
Jay maybe the ability to select a "primary" queue/skill for agents where we have small teams that have to be in multiple queues/skills even if they don't use them all the time. The forecast/schedule could calc based on the Primary. Just a thought for the future. ------------------------------ ...

RE: Belonging to multiple Planning Groups does not drive efficiency

Posted By Greg Barrett 05-31-2023 08:52
Found In Egroup: Workforce Engagement Management \ view thread
So let me start by saying this is the 3rd WFM solution I worked with over the years and every one needed some "tweaking" to get the headcount or volume results you need. The forecast component is near perfect for us now after 3 years of cloud use. Regards, Greg Barrett | Call Center Manager Outdoor ...

RE: Belonging to multiple Planning Groups does not drive efficiency

Posted By Greg Barrett 05-31-2023 07:28
Found In Egroup: Workforce Engagement Management \ view thread
Sure. We have a planning group setup just for our 24 hour SLA email queues. The AHT on these by forecast is about 12 minutes. We modify the forecast and set the AHT for this planning group down to 2 minutes. By setting the AHT to a lower value the schedule will require less agents to process the emails. ...

RE: Belonging to multiple Planning Groups does not drive efficiency

Posted By Greg Barrett 05-26-2023 09:13
Found In Egroup: Workforce Engagement Management \ view thread
Paul's post is spot on. We ran test with each modification and found that driving the email planning group down moved the agent count in line with reality. Without the adjustment we were -30+ all the time and now it is more realistic at 0 +/- 2 agents at SLA. ------------------------------ ...

RE: Activity Code Reporting

Posted By Greg Barrett 04-28-2023 09:50
Found In Egroup: Workforce Engagement Management \ view thread
I thought there was talk of adding sub codes to views. Here is a specific Idea we can get behind to push for this. https://genesyscloud.ideas.aha.io/ideas/WESCH-I-205 ------------------------------ Greg Barrett Outdoor Network LLC ------------------------------

RE: Voice and Chat queue best practices

Posted By Greg Barrett 03-29-2023 07:42
Found In Egroup: Workforce Engagement Management \ view thread
Shannon we had the same issue. I'd like to have a single queue to work from but the fact is we staff each channel different and manage (move agents in/out of queues) frequently to meet our SLA. For those reasons we used separate queues by brand by channel. Overall it made it easier to manage the day ...

RE: Analytics Dashboard Beta - Now Enrolling

Posted By Greg Barrett 03-08-2023 09:08
Found In Egroup: Genesys Cloud - Main \ view thread
That was my question as well. I'd like the demo to show how to configure a widget with 100+ agents. ------------------------------ Greg Barrett Outdoor Network LLC ------------------------------

RE: Forecasted Calculation

Posted By Greg Barrett 02-17-2023 07:43
Found In Egroup: Workforce Engagement Management \ view thread
Addison we have the same issue. It seems to be, for us, that we have many queues (planning groups) and agents that are a part of many queues/skills. Being a smaller (<100) center 80% of oour agents are cross trained and have many if not all queues and skills. Maybe it works better for larger centers ...

RE: Forecasting now for Labor Day (7 months in the future) due to PTO requests

Posted By Greg Barrett 02-09-2023 06:57
Found In Egroup: Workforce Engagement Management \ view thread
Paul one concept we are working with is looking more at hours needed per day instead of headcount. We are seeing more and more part time and WFH flexible schedules so working with hours seems to help the scheduling team offer up what they need. Just a thought. Greg Barrett Regards, Greg Barrett ...

RE: Forecasting now for Labor Day (7 months in the future) due to PTO requests

Posted By Greg Barrett 02-05-2023 10:06
Found In Egroup: Workforce Engagement Management \ view thread
Jay I know we can forecast volume out per your answer. Are we making progress with estimating labor (either hours or headcount) with these long term forecasts? Right now to get a future headcount for budget I need to create a short term forecast and modify the numbers to match what I think will happen. ...

RE: Forecast Issues

Posted By Greg Barrett 01-29-2023 17:37
Found In Egroup: Workforce Engagement Management \ view thread
Hey guys we experience the same thing with AHT with our forecast on Thursday. Off by 20 minutes. We adjusted it down and opened a case but something is up. ------------------------------ Greg Barrett Outdoor Network LLC ------------------------------

RE: Old School Paging for collaborate users

Posted By Greg Barrett 09-27-2022 14:22
Found In Egroup: Genesys Cloud - Main \ view thread
Nothing from Genesys yet but we are looking at 3rd party solutions. Regards, Greg Barrett | Call Center Manager Outdoor Network Partzilla.com Boats.net Firedog.com Email confidentiality notice The information contained in this email is considered the intellectual property of Outdoor Network. ...

RE: Connecting queues based on activity code

Posted By Greg Barrett 09-27-2022 10:44
Found In Egroup: Workforce Engagement Management \ view thread
For sure worth an Idea. We are doing the same thing and manually moving agents when scheduled. ------------------------------ Greg Barrett Outdoor Network LLC ------------------------------

RE: Picking up overtime shifts in an automated way?

Posted By Greg Barrett 09-15-2022 07:06
Found In Egroup: Workforce Engagement Management \ view thread
Here is an Idea that solves your problem. We are using excel to manage open shifts now. https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-39 ------------------------------ Greg Barrett Outdoor Network LLC ------------------------------