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Mr. Mike Morris

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RE: Optimising Activity Plans

Posted By Mike Morris 04-21-2026 12:13
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Robert Niblock, Not sure if this is important or not, but in your work plan do you have Contigous Work Time ticked? I believe then the work plan should take into account the minimum and maximum time to be on queue when looking at breaks, meals and off queue time. I am not sure though if that ...

RE: Conditional Group Activation Views

Posted By Mike Morris 04-09-2026 11:50
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Peter Stoltenberg, I have been advised that in our upgrade the data will be able to identify if the person who took an interaction took this as a direct "User" of the queue or via "Group". We dont use skills based routing and allocate agents to a queue and adjust the ring level but for CGA we will ...

RE: Conditional Group Activation Views

Posted By Mike Morris 04-08-2026 08:53
Found In Egroup: Workforce Engagement Management \ view thread
Hi all, We are currently testing this for a future proof of concept within our business, we have been informed in our scheduled data upgrade we will be able to tell if a user of a queue is a user via the Members tab or via the Groups tab. We are hoping to then build reporting around that metric as ...

RE: Adherence with paid and unpaid time

Posted By Mike Morris 03-23-2026 11:57
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Sally Bowers, We too have a similar issue and have applied a vote to the following idea: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-447. The idea is "Meal Code Mapping to Include Offilne Status" and is currently under PM Review. This would solve your issue I believe if this was introduced. ...

RE: Unscheduled Absence

Posted By Mike Morris 03-09-2026 08:01
Found In Egroup: Workforce Engagement Management \ view thread
Hi Rob, I echo what Paul has recommended, we have created a Time-Off code called "Unplanned" and these are our settings. Our WFM team can then review the unplanned codes and review them with Operations as required. We don't count it as paid time or work time as we then review each instance case by ...

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

Posted By Mike Morris 02-27-2026 12:04
Found In Egroup: Workforce Engagement Management \ view thread
No that sounds great, I was just making sure that it was not something specific. But essentially its a tool we can use to help scenrio modelling on how to increase or reduce staffing for peaks and troughs. ------------------------------ Mike Morris Manager - BCD ------------------------------

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

Posted By Mike Morris 02-27-2026 11:32
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Belinda Herrera, Would you be able to provide more detail around ET/UT metric and what a user scenario might be to utilise this? My thoughts are that perhaps ET is for overtime projections and perhpas UT would be for VTO projections. Could you use this as a way to model how much overtime you need ...

RE: Plan further ahead: Create and Find Forecasts and Schedules up to 104 weeks in Advance

Posted By Mike Morris 01-23-2026 04:09
Found In Egroup: Workforce Engagement Management \ view thread
Awesome, thank you so much Pavithra ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Plan further ahead: Create and Find Forecasts and Schedules up to 104 weeks in Advance

Posted By Mike Morris 01-22-2026 05:21
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Pavithra Asokan - Any update on before and after screenshots. Normally these posts for new releases contain screen shots which are super useful. ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Plan further ahead: Create and Find Forecasts and Schedules up to 104 weeks in Advance

Posted By Mike Morris 01-20-2026 09:41
Found In Egroup: Workforce Engagement Management \ view thread
Hi Julie, it will depend on the release cycle for the server that you are hosted on. https://help.genesys.cloud/release-notes/genesys-cloud/january-12-2026/ https://help.genesys.cloud/articles/genesys-cloud-release-schedule/ ------------------------------ Mike Morris Manager - BCD --------- ...

RE: January Question of the Month - Goals for 2026?

Posted By Mike Morris 01-20-2026 04:16
Found In Egroup: Genesys Casual \ view thread
My goals for this year are to lose some more weight, 10 lbs lost so far and also to learn more about flows within Architect. ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Plan further ahead: Create and Find Forecasts and Schedules up to 104 weeks in Advance

Posted By Mike Morris 01-19-2026 05:12
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Pavithra, will you be able to provide some before and after screenshots? ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Fan Favorite Genesys Cloud Feature of 2025! (Enter and Win)

Posted By Mike Morris 01-15-2026 04:12
Found In Egroup: Genesys Cloud - Main \ view thread
My favourite release in 2025 was Capacity Planner within the Workforce suite. ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Time Off Requests - Activity Codes

Posted By Mike Morris 12-18-2025 05:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Diana, If you want a supervisor to be able to book an agent in for coaching, this can be done via "Schedule a coaching appointment" which had a recent update to allow supervisors to see the best ten slots per day as before it was best 10 slots for the week. This allows you to link two codes ...

RE: Activities automatically just due to busy queue

Posted By Mike Morris 12-12-2025 09:00
Found In Egroup: Workforce Engagement Management \ view thread
Hi Julie, I do not belive they have anything in plan for automatically moving break and meal activies when you have a high level of interactions waiting on a queue, but perhaps Genesys can come back to you on that piece. If you log into the Ideas website here https://genesyscloud.ideas.aha.io/ideas ...

RE: Enhanced User Rules Now Available for Learning Modules

Posted By Mike Morris 12-09-2025 09:24
Found In Egroup: Workforce Engagement Management \ view thread
Perfect thank you Paul, we do not utilise the learning modules piece yet but we do the Activity Plans. Will keep an eye out for that update next year. ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Enhanced User Rules Now Available for Learning Modules

Posted By Mike Morris 12-09-2025 08:07
Found In Egroup: Workforce Engagement Management \ view thread
HI @Paul Turner, Thank you for the update above. In the release notes for Dynamic user grouping with user management rules it mentions that this release will be for learning modules and activity plans. Do you have any screen shots on the changes that will be made for the Activity plans as from my ...

RE: Reserving Particular Agents in Routing

Posted By Mike Morris 12-04-2025 09:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Cory, It can depend on your routing setup, for example you could utilise the spanish or French agents using skills and have a skill for language - English, one for Spanish and one for French and then chose your evaluation method to All Skills matching, or best available skills. If you do ...

RE: Condtional Group Activation and WFM

Posted By Mike Morris 11-27-2025 07:39
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Paul, currenlty we use Preferred Agent Routing as our routing method and then Bullesye Routing as our Timeout Routing Method. In principle then these are not compatible with WFM currently so if we were to use CGA we would not be breaking anything as our setup is not ideal for WFM. ----- ...

RE: Condtional Group Activation and WFM

Posted By Mike Morris 11-25-2025 05:54
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Paul, Does this imply then that Condtional Group Activation (CGA) is not compatible with WFM as CGA does not require addtional queues but just creation of groups that it will expand the routing logic too when certain expressions are hit. For me if we can confirm if when CGA is activated ...