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Andy Maries

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RE: [PULSE] - currently handled calls

Posted By Andy Maries 08-12-2018 18:46
Found In Egroup: PureEngage On-Premises \ view thread
Hi Cédric, Just to clarify, are you after the running total number of calls handled for the day or the total number of calls active right now? ------------------------------ Cheers, Andy Maries Genesys - Employees ------------------------------

RE: Can I stop specialists from requesting time off the day of?

Posted By Andy Maries 07-25-2018 21:27
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jammie, I've had a bit of a test with multiple time-off rules using the same agent and time-off type with different assignment dates. I was hoping that WFM may be able to use both rule concurrently, though it seems that the rule applied to requests is the one with the most recent application date ...

RE: Can I stop specialists from requesting time off the day of?

Posted By Andy Maries 07-09-2018 00:54
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jammie, If you don't mind waiting a bit I'll do some testing to see if we can achieve this through time-off rules. That being said, I would probably always encourage organisations to actively manage time-off limits where appropriate in the same way as managing any other aspect of WFM such as ...

RE: Multiple Schedule State Groups

Posted By Andy Maries 07-04-2018 03:45
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jammie, Sorry but a Schedule State can only belong to one Schedule State Group at any time. Assuming the requirement here is to be able to aggregate certain schedule states for various reporting requirements you may wish to investigate the possibility of deploying the ETL database if not done ...

RE: How can I see who actually submitted a change?

Posted By Andy Maries 07-04-2018 03:10
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jammie, The supervisor who initially entered the change is not stored once another user approves or declined the change. The schedule audit report shows the user to actually modify the schedule and as the user who submitted the change does not have privileges to do this they have not actually made ...

RE: WFM scheduled report - Name of folder

Posted By Andy Maries 05-28-2018 22:45
Found In Egroup: PureEngage On-Premises \ view thread
Hi Alejandro, Folder name is a combination of the report id and the timestamp of generation as below: - Based on your examples, this would be: 7-20171117151107 - report id 7, generated at 15:11:07 on 17th Nov 2017 8-20170206132724 - report id 8, generated at 13:27:24 on 6th Feb 2017 15-20170207073239 ...