Profile

Mr. Mike Morris

Contact Details

My Content

1 to 20 of 50+ total

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 and ...

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 08:06
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 reading, ...

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 not ...

RE: Condtional Group Activation and WFM

Posted By Mike Morris 11-27-2025 07:38
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 and ...

RE: What kind of AI innovations are you planning for next year?

Posted By Mike Morris 11-24-2025 11:38
Found In Egroup: Genesys Casual \ view thread
For us its about Email AI, potentially Chat Bots and QM evalutation forms with AI assistance ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Time Off Limits not being honored

Posted By Mike Morris 11-21-2025 05:13
Found In Egroup: Workforce Engagement Management \ view thread
Hi Meghan, If you wish for your time-off to honour the time-off limits you will need to select Conditional Approval. Manual Approval. Select this option to to indicate that the auto-approval rule never applies to time-off requests that use the selected activity codes. Choosing this option requires ...

RE: Time off limits / Allocated Time off hours / Available hours

Posted By Mike Morris 11-20-2025 04:50
Found In Egroup: Workforce Engagement Management \ view thread
Thats great news, glad you got to the bottom of it :-) ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Time off limits / Allocated Time off hours / Available hours

Posted By Mike Morris 11-19-2025 08:50
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Holly, just to check as well that none of them have moved MU or Staffing Group since they requested the time-off (so internal moves within the BU). ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Time off limits / Allocated Time off hours / Available hours

Posted By Mike Morris 11-19-2025 05:45
Found In Egroup: Workforce Engagement Management \ view thread
Hi Holly, did any of the agents on that day recently move into the MU or Staffing group? it could be that they had time-off approved in another MU or staffing group. ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: Time off limits / Allocated Time off hours / Available hours

Posted By Mike Morris 11-18-2025 11:14
Found In Egroup: Workforce Engagement Management \ view thread
Hi Holly, Can you confirm that all your time-off plans have the setting to count requested time off against time-off limits is ticked? If it is, it could be caused by any of those agents in your list that had time-off but have since moved into that managemnet unit or staffing group. Currently ...

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

Posted By Mike Morris 11-14-2025 05:18
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Darshan Dave, I beleive this will be due for release next week, typcially on Monday 17th November it will appear in the release note with details on the permissions you need to activate or deactivate should you wish to or not wish to use it. I know this only means you have a few days but most of ...

RE: November QOTM: Answer and get a badge!

Posted By Mike Morris 11-13-2025 09:06
Found In Egroup: Genesys Casual \ view thread
For me it has to be Christmas, I just love that time of year and getting together with family friends and off course watching lots of Football (Soccer) :-) ------------------------------ Mike Morris Manager - BCD ------------------------------

RE: What is your favorite global invention?

Posted By Mike Morris 11-13-2025 05:00
Found In Egroup: Genesys Casual \ view thread
My favorite invention is the internet, whilst the internet has its bad sides it really opened up the world to be a truly global market place. But its the origin story that shows why investing money in the sciences is important. Whilst CERN was looking at the atomic nucleus and then particle physics ...

RE: Condtional Group Activation and WFM

Posted By Mike Morris 11-13-2025 04:46
Found In Egroup: Workforce Engagement Management \ view thread
Thanks, so do you need to have or is it ideal to have an overflow queue created for each group to ensure planning group conventions or forecasting is kept accurate? For example, you need to create a group and also a queue for that group to belong to? From the documenation it sounds like you dont need ...

RE: Condtional Group Activation and WFM

Posted By Mike Morris 11-12-2025 09:38
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Paul, so if a group is created does that "group" then inherit the queue and have to keep it active? how does that impact your planning group and shcedules as ideally you want to still focus on the group of agents that are members of that specific queue and not factor in the "group". Ideally it ...

Condtional Group Activation and WFM

Posted By Mike Morris 11-11-2025 10:05
Found In Egroup: Workforce Engagement Management \ view thread
Hi all, We are looking at utiliising the CGA function within Genesys Cloud, but I have a few questions that I can't answer from the help guides or avaiable information. Case Example The Business Unit has a Management Unit "A" that takes Customer Service interactions, and Management Unit "B" ...

RE: Questions of the Month - Community's New Site Requests

Posted By Mike Morris 11-10-2025 09:03
Found In Egroup: Genesys Casual \ view thread
Thanks @Matt Lawson, When I click more all i can do is "Mark as inapproriate" or "Edit", when you edit all I can do is adjut the post and save or press cancel. This was the same for me before and i had to go to profile, view my contributions and delete a post. Perhaps a permission is not correct for ...