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Belinda Herrera

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🎯 New Release: Increased PG to SG Limits, Added Filters and Extended Forecast Horizon

Posted By Belinda Herrera 04-20-2026 15:21
Found In Egroup: Workforce Engagement Management \ view thread
Enhancements to Capacity Planning Flexibility & Forecasting Horizon 🚀Enhancements to Capacity Planning Flexibility & Forecasting Horizon We're rolling out several enhancements to Capacity Planning and Staffing Configuration designed to give you greater flexibility, improved filtering, and ...

RE: Adherence v Conformance

Posted By Belinda Herrera 03-13-2026 11:42
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Giorgina Lyon, No, there is no target setting for conformance and no plans to do so anytime soon. I would recommend that you go to the ideas portal and submit an idea for this. ------------------------------ Belinda Herrera Genesys, Staff Product Manager ------------------------------

RE: 📆 Capacity Planning Now Available in Monthly View with Transfers and ET/UT

Posted By Belinda Herrera 02-27-2026 15:00
Found In Egroup: Workforce Engagement Management \ view thread
Yes, that's exactly it. ------------------------------ Belinda Herrera Genesys, Staff Product Manager ------------------------------

RE: 📆 Capacity Planning Now Available in Monthly View with Transfers and ET/UT

Posted By Belinda Herrera 02-27-2026 11:52
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Mike Morris, You are correct, ET stands for Extra Time and UT for Under Time. These metrics can absolutely be used to model how much overtime or VTO is needed to meet your requirements. We are using this metric to calculate the Planned FTE number for each week so it can really be utilized for any ...

📆 Capacity Planning Now Available in Monthly View with Transfers and ET/UT

Posted By Belinda Herrera 02-17-2026 16:36
Found In Egroup: Workforce Engagement Management \ view thread
We're excited to announce the release of Monthly View in Capacity Planning! With this enhancement, Capacity Planners can now analyze results at both the weekly and monthly level, making it easier to align long-term staffing strategies and produce executive-ready reporting. This release delivers deeper ...

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Belinda Herrera 11-19-2025 09:11
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Andrew Smith, That region has been enabled. Can you check it again and let me know if you still don't see it. Thanks! ------------------------------ Belinda Herrera Genesys, Staff Product Manager ------------------------------

RE: Allow agents to see their adherence - New adherence widget

Posted By Belinda Herrera 11-17-2025 17:29
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Darshan Dave, The widget will not be automatically visible at the time of release. Admins will need to assign the permissions to the agent role(s) for them to see the new widget. ------------------------------ Belinda Herrera Genesys, Staff Product Manager ----------------- ...

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Belinda Herrera 11-17-2025 13:49
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Laura Horton, We don't have any videos but I have added a few screenshots to the post. I hope that helps. Thanks, ------------------------------ Belinda Herrera Genesys, Staff Product Manager ------------------------------

RE: Allow agents to see their adherence - New adherence widget

Posted By Belinda Herrera 11-14-2025 17:24
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Darshan Dave, Please see the community post here https://community.genesys.com/discussion/new-release-adherence-widget-in-agent-overview that provides a lot more detail. Thanks! ------------------------------ Belinda Herrera Genesys, Staff Product Manager ------------------- ...

🎯 New Release: Adherence Widget in Agent Overview

Posted By Belinda Herrera 11-14-2025 17:19
Found In Egroup: Workforce Engagement Management \ view thread
We're thrilled to introduce the new Adherence Widget, that will be available on the Agent Overview screen! This enhancement gives agents a powerful, visual way to understand their adherence performance - whether for a single day, a full week, or an entire month - all without leaving their overview. ...

RE: New Feature: Activity Code Mapping Enhancements

Posted By Belinda Herrera 10-27-2025 15:05
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Al Maatouk, All regions have now been enabled so you should see both enhancements. There are no new permissions needed for this so if you can see the Activity Categories you should also see the Activity Codes as well. ------------------------------ Belinda Herrera Genesys, Staff ...

RE: New Feature: Activity Code Mapping Enhancements

Posted By Belinda Herrera 10-23-2025 12:31
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Al Maatouk, What region are you in? It's possible that your region has not been enabled yet. All but 4 regions have been enabled so far and the last 4 will be enabled later today. ------------------------------ Belinda Herrera Genesys, Staff Product Manager ---------------- ...

New Feature: Activity Code Mapping Enhancements

Posted By Belinda Herrera 10-17-2025 13:17
Found In Egroup: Workforce Engagement Management \ view thread
🎯 New Release: Enhanced Adherence Flexibility - More Control Over Activity Codes & Status Mappings We're excited to announce new Activity Code Mapping Enhancements designed to give workforce management teams more precision and control when mapping activity codes and defining adherence rules. ...

RE: Intraday Monitoring Actual Agents

Posted By Belinda Herrera 10-15-2025 11:45
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Joseph Sutich, It's hard to say what exactly is causing this without seeing the data. Your best next step is to open a care/support ticket so that we can dig into it further. Thanks, ------------------------------ Belinda Herrera Genesys, Staff Product Manager ----------------- ...

RE: Planned FTE or NET FTE

Posted By Belinda Herrera 09-09-2025 19:15
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Mike Morris, Yes, you are correct, shrinkage is applied to your staffing. You have 100FTE with 25% shrinkage then you're left with 75 "productive" or "net" FTE. Which is what we're showing you in the Planned FTE and Net FTE (the amount staffed before shrinkage is applied and the amount left ...

RE: Planned FTE or NET FTE

Posted By Belinda Herrera 09-08-2025 16:08
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Mike Morris, The Required FTE is reflecting the total amount of FTE needed for that week to meet your performance goal. It takes into account how much shrinkage you are planning for and includes that in the number. For example, based on the Volume and AHT you are forecasting, you may need ...

RE: FTE Requirements - Capacity Plan

Posted By Belinda Herrera 08-25-2025 10:01
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Tam Cao, Yes, the Capacity Plan calculations will take into account that SG1 only handles chats and therefore will allocate 100% of that staffing group to Chat. It will allocate SG2 to both Chat and Voice based on the requirements of each and how much is still needed in Chat after SG1 has ...

RE: Side by side and adherence

Posted By Belinda Herrera 08-13-2025 11:35
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Linsey Edn, you are correct, On Queue will negatively affect their adherence when they go off queue and if Training is not set to Ignore for Adherence then they will be out of adherence when they are On Queue. Using Unavailable or any other category that can be set to Ignore for Adherence would work, ...

RE: Service levels

Posted By Belinda Herrera 08-11-2025 10:51
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Felipe Silva, The fix for this was released over the weekend. It's been enabled in all regions except FedRamp which will be enabled tonight. Please let me know if you are seeing more accurate data now. Thanks, ------------------------------ Belinda Herrera Genesys, Staff Product ...

RE: Service levels

Posted By Belinda Herrera 08-05-2025 11:50
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Felipe Silva, The fix for this was released at the end of February. We are currently experiencing an issue in Intraday where in some cases it is not reflecting the accurate Actual Volume and is impacting the service level result as well. The fix for this should be released by the end of this ...