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ATUL ARYA

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RE: Time-Off Request visibility and access control in Genesys

Posted By ATUL ARYA 01-29-2026 15:25
Found In Egroup: Workforce Engagement Management \ view thread
Thanks for the clarification. Joe ------------------------------ Atul Arya Workforce Analyst ------------------------------

RE: Time-Off Request visibility and access control in Genesys

Posted By ATUL ARYA 01-29-2026 14:43
Found In Egroup: Workforce Engagement Management \ view thread
Thanks, Paul but I am not able to open that link ------------------------------ Atul Arya Workforce Analyst ------------------------------

Time-Off Request visibility and access control in Genesys

Posted By ATUL ARYA 01-27-2026 16:44
Found In Egroup: Workforce Engagement Management \ view thread
Scenario 1: I have not created any planning group or staffing group for time-off requests. Even then, when an analyst submits a time-off request, I am able to see and approve it. The problem is: I have 9 management units for different locations, and anyone who has access can see all time-off requests ...

Summary Row Discrepancy in Reporting

Posted By ATUL ARYA 12-02-2025 14:52
Found In Egroup: Genesys Cloud - Main \ view thread
I've found a discrepancy in the summary row. As you can see in the snapshot, the total shows 117 offered, but when you add the day-wise totals, it comes to 127. This might be happening because the system is taking the default time range as 11 PM to 11 PM instead of 12 AM to 12 AM. Is this issue happening ...

RE: Big Bad Bots - Share Your Personal AI Innovation

Posted By ATUL ARYA 10-30-2025 15:38
Found In Egroup: Genesys Casual \ view thread
It helped me map out a perfect daily routine to keep my head sharp. Plus, I finally got that amazing portrait done. AI really nails the details ------------------------------ Atul Arya Workforce Analyst ------------------------------

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

Posted By ATUL ARYA 10-30-2025 15:35
Found In Egroup: Genesys Casual \ view thread
That's wonderful to hear, I'm glad everything is working nicely for you ------------------------------ Atul Arya Workforce Analyst ------------------------------

RE: New Webinar Recording Available – Genesys Cloud: Native AI, Native Analytics

Posted By ATUL ARYA 10-29-2025 15:28
Found In Egroup: Certification and Training \ view thread
The webinar was clear and useful. It showed how AI and data can help track real results ------------------------------ Atul Arya Workforce Analyst ------------------------------

RE: Queue Activation/Deactivation and Planning Groups

Posted By ATUL ARYA 10-02-2025 15:47
Found In Egroup: Workforce Engagement Management \ view thread
Even if an agent is inactive in a queue, they're still listed in the planning group and can show up on schedules. But since they're not actually available to take work, this can create a gap between forecasted and real capacity-usually handled with advanced shrinkage or adjusting availability - ...

RE: Guidance on Building Real-Time Genesys Cloud Dashboards with Power BI

Posted By ATUL ARYA 09-30-2025 18:46
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
I want to build a real-time dashboard using Genesys Cloud APIs and Power BI. Currently, I work as a Workforce Management Analyst, and I already have knowledge of Power BI. Could you please guide me on: What roadmap or learning path should I follow to achieve this integration? From the ...

Guidance on Building Real-Time Genesys Cloud Dashboards with Power BI

Posted By ATUL ARYA 09-26-2025 14:55
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
I want to build a real-time dashboard using Genesys Cloud APIs and Power BI. Currently, I work as a Workforce Management Analyst, and I already have knowledge of Power BI. Could you please guide me on: What roadmap or learning path should I follow to achieve this integration? From the ...

RE: How to Upload Genesys Certification Badges to Beyond Profile

Posted By ATUL ARYA 09-25-2025 17:33
Found In Egroup: Certification and Training \ view thread
I have merged my Gmail account on Credly, and after that, I am now able to see my certification badge. Thank you for your suggestion and support! ------------------------------ Atul Arya Workforce Analyst ------------------------------

RE: Custom Column Showing 100 and 0 Instead of Percentage in Agent Performance View

Posted By ATUL ARYA 09-25-2025 14:39
Found In Egroup: Workforce Engagement Management \ view thread
Yes I did ------------------------------ Atul Arya Workforce Analyst ------------------------------

RE: Custom Column Showing 100 and 0 Instead of Percentage in Agent Performance View

Posted By ATUL ARYA 09-25-2025 13:12
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Joann Smith Thanks for the reply. Yes, I've been doing the same calculation manually in Excel. However, with the new custom calculations feature that Genesys released last week, I tried creating a custom column for this. The issue is that there doesn't seem to be any option to change the format ...

Custom Column Showing 100 and 0 Instead of Percentage in Agent Performance View

Posted By ATUL ARYA 09-24-2025 16:19
Found In Egroup: Workforce Engagement Management \ view thread
Hi everyone, I created a custom column in the Agent Performance view to calculate the answering percentage:Answer / (Answer + AlertNoAnswer)*100 However, the column is only showing 1 or 0, not the percentage. I expected to see something like 75% for 3 answered out of 4 alerts. I tried multiplying ...

RE: Route paths

Posted By ATUL ARYA 09-22-2025 17:00
Found In Egroup: Workforce Engagement Management \ view thread
Those "none/none" entries usually come from outbound or non–skilled interactions. And yes, if a call is transferred, it will show as offered in both the original and the receiving queue. Regarding the transfers: If a call is offered to Queue A first, it is counted in that queue's "Offered." ...

RE: How to Upload Genesys Certification Badges to Beyond Profile

Posted By ATUL ARYA 09-18-2025 13:31
Found In Egroup: Certification and Training \ view thread
The certification badge is not showing in the dashboard. ------------------------------ ATUL ARYA ------------------------------

How to Upload Genesys Certification Badges to Beyond Profile

Posted By ATUL ARYA 09-17-2025 14:24
Found In Egroup: Certification and Training \ view thread
Hi Community, I recently took my Genesys certification exam at a Genesys conference and have successfully claimed my badge via Credly. I would like to display this badge on my Genesys Beyond profile, but I’m unsure how to upload or link it properly. Could someone please guide me step-by-step on ...

Auto Answer

Posted By ATUL ARYA 05-13-2025 14:59
Found In Egroup: Workforce Engagement Management \ view thread
For people with auto-answers, is it possible to extract a report? #GeneralQuestion ------------------------------ ATUL ARYA ------------------------------

RE: SLA Tracking of Vendor Reps and In House Reps

Posted By ATUL ARYA 10-22-2024 11:14
Found In Egroup: Genesys Cloud - Main \ view thread
If the routing is queue-based, you cannot compute SLA analyst-by-analyst; however, you may determine the answer percentage of each analyst, which requires calculating the offered call. Here's the process. You can make calculations Call answered + alerted no answer = call offered answer % = ...

RE: Request for Information/Feedback on AI Connect for Google

Posted By ATUL ARYA 10-07-2024 12:54
Found In Egroup: Genesys Cloud - Main \ view thread
That would be great, i really appreciate the help ------------------------------ ATUL ARYA Individual Only Contact Account ------------------------------