Profile

Mr. Jason Pratt

☑ Fill Out Profile

Contact Details

My Content

1 to 20 of 50+ total

New UI - Spinning animation on calls button

Posted By Jason Pratt 10-29-2025 20:52
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, Anyone know of a fix the the spinning animation on the calls button on agent view screen? refreshing the page stops the animation until the next call comes in and then it starts again. Would appreciate any info on a fix to appease my agents. many thanks JP #Roadmap/New ...

RE: WFM forecasting

Posted By Jason Pratt 11-10-2021 18:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Penny, NOPE! unfortunately I have tried to use the suggestions above, I used automated history raver that weighted and still it fails to schedule in accordance to forecast (as per picture attached). I raised a support ticket, they were unable to help and suggested I speak to my customer success ...

RE: WFM forecasting

Posted By Jason Pratt 11-10-2021 18:22
Found In Library: Genesys Cloud - Main

RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

Posted By Jason Pratt 04-27-2021 18:48
Found In Egroup: Genesys Cloud - Main \ view thread
Yeah the first two are the ways we navigate, its just hard to get the team leader enthusiastic about it and while they are trying to monitor and manipulate the queue and agents 2 or 3 clicks to get to the leader board is just out of mind for them. perhaps another tab in the queue activity area as this ...

RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

Posted By Jason Pratt 04-27-2021 18:42
Found In Egroup: Genesys Cloud - Main \ view thread
Nope i say stuff em... if they are late they get nothing! but we don't want to penalise them for being early. Also they seem to lose points if they have to use a status outside of their schedule... such as "Tech issues", "Adhoc training" or other such codes where they may not be initially rostered ...

RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

Posted By Jason Pratt 04-26-2021 21:10
Found In Egroup: Genesys Cloud - Main \ view thread
Is there a way that Leaderboard can me moved to an option within the Performance drop down so supervisors can easily see how agents are performing? current way to view leaderboard feel clunky especially when trying to go back and forth to different agents. ------------------------------ Jason Pratt ...

RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

Posted By Jason Pratt 04-26-2021 21:05
Found In Egroup: Genesys Cloud - Main \ view thread
For punctuality in my organisation we want to reward people for being logged on and on queue on time... this means that many will log on prior to their start time. Therefore logging on 30seconds+ early benefits us and the agent should get points for doing so. so the metric needs to be able to acknowledge ...

RE: WFM forecasting

Posted By Jason Pratt 03-17-2021 18:58
Found In Library: Genesys Cloud - Main

RE: WFM forecasting

Posted By Jason Pratt 03-17-2021 18:58
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you i will try this method, initially i was using this however it started giving 0 forecast. i have tested it again and it seems to have data. The following issue is that i am not sure if i have some configuration correct because the roster it is producing is requiring a lot of manual correction ...

RE: WFM forecasting

Posted By Jason Pratt 03-17-2021 18:51
Found In Egroup: Genesys Cloud - Main \ view thread
Weighted Historical ------------------------------ Jason Pratt Noosa Shire Council ------------------------------

RE: WFM forecasting

Posted By Jason Pratt 03-17-2021 18:50
Found In Egroup: Genesys Cloud - Main \ view thread
Weighted Historical ------------------------------ Jason Pratt Noosa Shire Council ------------------------------

WFM forecasting

Posted By Jason Pratt 03-15-2021 01:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi There, Question is there away to modify the forecasting periods? our business is very sessional in that each years call volume is pretty similar year on year, but the business trends from 6 weeks ago can be miles apart from what will happen next week. So building a roster on a forecast from 6 ...

RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

Posted By Jason Pratt 03-15-2021 00:37
Found In Egroup: Genesys Cloud - Main \ view thread
Agree and that seems to be the issue with the current punctuality metric, it isn't configurable in its "metric type" or in the ability to allow for a negative exception range. ------------------------------ Jason Pratt Noosa Shire Council ------------------------------

RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

Posted By Jason Pratt 03-09-2021 23:52
Found In Egroup: Genesys Cloud - Main \ view thread
Hi There, Great concept, however the punctuality metric doesn't allow for awarding points if an agent logs on early. Is there a way to configure it so if an agent logs in early that they get points. I now have team members that are holding off logging on and setting up early so that they can get points ...

Evaluations

Posted By Jason Pratt 06-24-2020 22:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hi There, is there a view or a report that displays comments agents note on their evaluations? as it is now my team leader has to go into all the eval forms she sends to see if the agent responds to the evaluation feedback. many thanks Jason #QualityManagement ------------------------------ ...

RE: Short-term forecast help

Posted By Jason Pratt 06-14-2020 18:50
Found In Egroup: Genesys Cloud - Main \ view thread
@Jay Langsford you sir are a legend, thank you very much! ​ ------------------------------ Jason Pratt Noosa Shire Council ------------------------------

Short-term forecast help

Posted By Jason Pratt 06-11-2020 01:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, I have recently upgraded from purecloud 2 to purecloud 3 so i can implement workforce management, today will trying to set up the short-term forecast every-time i run it no data populates and i get no graphs or anything display. I have had it work no issue before, but that was prior to ...

Multiple Wrap Codes

Posted By Jason Pratt 01-21-2020 17:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi There, Has the ability for agents to select multiple wrap codes come in yet? Cheers Jason #Telephony ------------------------------ Jason Pratt Noosa Shire Council ------------------------------

Canned Responses not deleting properly

Posted By Jason Pratt 06-19-2019 18:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi There, we deleted a few canned response in admin and they have been removed from the library however they still seem to display when an agent creates an email and opens the canned response menu. anyone know why this might be happening or how to resolve.. #PlatformAdministration #Telephony ...

RE: Schedules

Posted By Jason Pratt 08-01-2018 01:23
Found In Egroup: Genesys Cloud - Main \ view thread
Question is there a way for agents to see their schedule on devices or via an app? if so can you link info on it? Many thanks Jason ------------------------------ Jason Pratt Noosa Shire Council ------------------------------