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Jay Langsford

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RE: Workforce Management and Concurrent License

Posted By Jay Langsford 04-01-2026 09:29
Found In Egroup: Workforce Engagement Management \ view thread
https://help.genesys.cloud/faqs/can-i-schedule-more-agents-than-assigned-to-concurrent-licenses/ Depends on your peak concurrent usage of CX3 features not how many agents are in the schedule. ------------------------------ Jay Langsford VP, R&D ------------------------------

RE: New Features - Minimum Coverage and Target Consistent Net Staffing Enhancements to Schedule Generation

Posted By Jay Langsford 03-20-2026 09:00
Found In Egroup: Workforce Engagement Management \ view thread
Nothing to do with tokens. Could it be your two orgs are in different regions and thus will have the feature enabled on different days? https://help.genesys.cloud/articles/genesys-cloud-release-schedule/ ------------------------------ Jay Langsford VP, R&D ------------------------------

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Jay Langsford 02-18-2026 07:17
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Chris. I think your issue should be investigated more. I have asked the lead engineer and PM to weigh in. ------------------------------ Jay Langsford VP, R&D ------------------------------

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Jay Langsford 02-18-2026 06:52
Found In Egroup: Workforce Engagement Management \ view thread
Can you provide more details on 'issues for us as we have Agents in 3 different time zones'? Agents should see their adherence information and times in their local time. ------------------------------ Jay Langsford VP, R&D ------------------------------

RE: Schedule Adherence Tracker

Posted By Jay Langsford 02-17-2026 12:22
Found In Egroup: Workforce Engagement Management \ view thread
Could you provide specifics regarding 'cannot seem to get data to export properly'? API? Export from UI? Knowing more about what you are trying to do would also be beneficial for folks to recommend something. Not knowing anything, my recommendation is to use the historical adherence available in Genesys ...

RE: Intraday Actual Agent Counts

Posted By Jay Langsford 02-17-2026 10:16
Found In Egroup: Workforce Engagement Management \ view thread
For schedule agent count we: sum up the scheduled on queue time for all agents associated with the business unit and the selected planning group(s) and divide by corresponding interval length For actual agent count we: query aggregated agent metrics for the tAgentRoutingStatus property for ...

RE: Intraday Actual Agent Counts

Posted By Jay Langsford 02-12-2026 13:19
Found In Egroup: Workforce Engagement Management \ view thread
Things like SL and ASA are queue specific not agent specific. So, if we show a queues actual SL, ASA, or ABD, it doesn't have anything to do with what agents handled interactions in that queue. Agent-specific items on intraday are only concerned with agents for the BU and whatever filters have been ...

RE: Intraday Actual Agent Counts

Posted By Jay Langsford 02-12-2026 12:30
Found In Egroup: Workforce Engagement Management \ view thread
Each of the columns in Intraday have a circled question mark that you can click for more information. Agents in intraday is concerned with agents on the schedule/in the BU/part of the planning group selected. https://help.genesys.cloud/articles/business-unit-key-principles/ https://help.genesys. ...

RE: Historical adherence export

Posted By Jay Langsford 02-11-2026 08:20
Found In Egroup: Workforce Engagement Management \ view thread
I would suggest opening an Idea on our Ideas Lab: https://genesyscloud.ideas.aha.io/ideas Excel can most likely get you what you want. As long as the person using Excel has a locale that is consistent with the export's decimal separator (i.e., both use decimal comma or decimal point), the Excel will ...

RE: Aggregate Forecast Data

Posted By Jay Langsford 02-06-2026 10:43
Found In Egroup: Workforce Engagement Management \ view thread
Could use Excel - either pivot table, formulas, or Power Query. Fairly straightforward transform. ------------------------------ Jay Langsford VP, R&D ------------------------------

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

Posted By Jay Langsford 01-21-2026 12:45
Found In Egroup: Workforce Engagement Management \ view thread
The working outside of shift is only concerned with On Queue activities. https://help.genesys.cloud/articles/real-time-adherence-overview/ (mapping expandable section): The system considers agent in adherence when they have no scheduled activities and a status set to an activity code mapped to ...

RE: Work plan with an added On Queue activity code - getting error

Posted By Jay Langsford 01-12-2026 10:58
Found In Egroup: Workforce Engagement Management \ view thread
Other option would be to have one or more of these additional on queue activities have variable starts in a single shift. ------------------------------ Jay Langsford VP, R&D ------------------------------

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Jay Langsford 12-23-2025 08:30
Found In Egroup: Workforce Engagement Management \ view thread
Are you talking about the adherence target? If so, then ... Workforce Management Configuration > Management Units > Adherence (tab) > Adherence Target https://help.mypurecloud.com/articles/manage-a-management-unit/ Resource center search is decent: https://help.mypurecloud.com/?s=#q=adheren ...

RE: Average Handle Time (AHT) Calculation: Automatic Best Method

Posted By Jay Langsford 12-16-2025 09:20
Found In Egroup: Workforce Engagement Management \ view thread
Average handle time for WFM uses the same as other views: tHandle.sum / Completed (using Analytics API terms). Comparing historical AHT versus a forecast/predicted AHT is a bit asymmetric. They are very different. ABM is not really a 'calculation' as it employs many techniques. Comparing an ABM forecast ...

RE: Planning Groups vs Scheduled, Performance, Required Numbers

Posted By Jay Langsford 11-25-2025 08:28
Found In Egroup: Workforce Engagement Management \ view thread
Adding new load will increase staffing requirement. Only looking at a subset of planning groups will lower staffing requirement. As to why staffing requirement is higher or lower than expected we have a resource article that lists some of the drivers (even very small differences can have significant ...

RE: Required Staff - Schedule UI

Posted By Jay Langsford 11-21-2025 16:28
Found In Egroup: Workforce Engagement Management \ view thread
https://help.mypurecloud.com/articles/review-scheduled-required-and-performance-results-and-daily-summaries/ - expand Scheduled, Required, and Performance How many staff you need is impacted by how many staff and their capabilities that are scheduled. Adding/removing/moving resources affect staffing ...

RE: Emails and On Queue

Posted By Jay Langsford 11-21-2025 16:19
Found In Egroup: Workforce Engagement Management \ view thread
I would recommend against queue activation/deactivation for WFM environments where you want blended handling across interaction types. You can look at utilization settings, org or agent, to determine interruptibility and capacity limits. If you want dedicated scheduled time per interaction type, ...

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Jay Langsford 11-18-2025 09:43
Found In Egroup: Workforce Engagement Management \ view thread
https://help.mypurecloud.com/articles/genesys-cloud-release-schedule/ - is your region's scheduled time for the release elapsed? They are definitely different permissions. ------------------------------ Jay Langsford VP, R&D ------------------------------

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Jay Langsford 11-18-2025 09:17
Found In Egroup: Workforce Engagement Management \ view thread
Just their adherence would be visible to the agent. ------------------------------ Jay Langsford VP, R&D ------------------------------

RE: Capacity Planning Erlang Calculation

Posted By Jay Langsford 11-17-2025 09:23
Found In Egroup: Genesys Cloud - Main \ view thread
Because multi-contact type and multi-staff type environments are so complex, the predicted staffing requirement is not a simple calculation (e.g., base staffing requirements) and nor does it use a simple formula (e.g., Erlang-C). Instead, a proprietary process is used that utilizes mathematical modeling, ...