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Joseph Behymer

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RE: expiration

Posted By Joseph Behymer 02-05-2025 08:25
Found In Egroup: Workforce Engagement Management \ view thread
As of today, there is no limit. You could pull up a schedule from 5 years ago, make an edit, and it would update the historical adherence for that time period. This is something we've thought about limiting before, as it would enable those reports to generate more quickly. How long do you typically ...

RE: Activity Plans Stopped Working

Posted By Joseph Behymer 10-22-2024 10:04
Found In Egroup: Workforce Engagement Management \ view thread
Hi Gina, I talked to Paul, and I don't think the 'deleted schedule' issue he brought up is relevant to you not getting sessions created. I recommend submitting a ticket and we will take a look. Thanks, ------------------------------ Joe Behymer, Director Genesys Cloud Workforce Management ...

RE: Activity Plans

Posted By Joseph Behymer 09-26-2024 16:20
Found In Egroup: Workforce Engagement Management \ view thread
You are most likely missing the permissions required to run the activity plan. Required permissions are listed at the top of: https://help.mypurecloud.com/articles/manage-activity-plans/ Specifically, I bet you are missing the Activity Plan Run Job permissions. ------------------------------ ...

RE: Activity Plans

Posted By Joseph Behymer 09-26-2024 13:35
Found In Egroup: Workforce Engagement Management \ view thread
By default, when you create an activity plan, it won't automatically update your published schedules. If it's active, it will add sessions to future generated schedules. If you want to update your existing published schedules, you need to click 'Run Now', which you can access by clicking the rule ...

RE: Agents not receiving notifications/alerts after changing status.

Posted By Joseph Behymer 08-28-2024 10:22
Found In Egroup: Workforce Engagement Management \ view thread
They are still marked as "out of adherence" in their schedule, right? It sounds like it could be a bug to me, I recommend contacting our support team for help. ------------------------------ Joe Behymer, Director Genesys Cloud Workforce Management Development Team ----------------------- ...

RE: Genesys Cloud desktop application

Posted By Joseph Behymer 08-27-2024 16:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Donald, can you share more details about these WFM adherence discrepancies in the web version? What was wrong specifically, historical adherence data? Realtime toast notifications? Adherence should work exactly the same between desktop and web, if it isn't, we'd like to fix it. ------- ...

RE: Change to 'languages' filter in Schedules

Posted By Joseph Behymer 08-14-2024 08:55
Found In Egroup: Workforce Engagement Management \ view thread
Hi Tom, Removing the 'All' function of the Languages filter was unintentional and it will be added back over this weekend (Aug 17). We are aware our users are using filters in creative ways and will keep that in mind as we update the software. We have some new filtering capabilities being ...

RE: Running Late Notification

Posted By Joseph Behymer 06-21-2024 15:43
Found In Egroup: Workforce Engagement Management \ view thread
There are two places to see Late notifications. One is inside the Schedules view, which your WFM team has access to. The other is inside the "Inbox", which is a core Genesys Cloud feature that any persona can use, whether they are a Supervisor or a member of the WFM team. If you give the WFM team ...

RE: Running Late Notification

Posted By Joseph Behymer 06-21-2024 09:32
Found In Egroup: Workforce Engagement Management \ view thread
Hi Brandi, A supervisor should be able to see Late notifications if they have these permissions : Workforce Management : Adherence Explanation : View Workforce Management : Adherence Explanation : Notify When the role is assigned to the user, make sure it is in the context of a division ...

RE: Moving a MU to a new BU

Posted By Joseph Behymer 06-07-2024 12:50
Found In Egroup: Workforce Engagement Management \ view thread
Yes, moving a Management Unit to a different Business Unit has the same effect as moving the the agents individually, at least when it comes to the treatment and availability of schedules and historical adherence information. ------------------------------ Joe Behymer, Director Genesys Cloud ...

RE: Feedback: Agents missing from schedules

Posted By Joseph Behymer 05-10-2024 11:13
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jacqueline, Can you let me know if resizing the grid down at the bottom fixes your problem? The "Scheduled, Required, and Performance" section at the bottom can be resized, try making that smaller or bigger and see if it fixes the rendering of your agents. That will help me diagnose what is going ...

RE: Exporting Time Off Request from prior month for both active / non active employees

Posted By Joseph Behymer 04-18-2024 11:01
Found In Egroup: Workforce Engagement Management \ view thread
Unfortunately, once agents are deleted, their time off requests are also deleted. You can instead "Set Inactive" on a user, which will not delete their Time Off Requests. Unlike Time Off Requests, Schedules are kept for a deleted user, so Shannon's suggestion could also help. ---------- ...

RE: dialog box bug clicking enter should not exit a dialog box

Posted By Joseph Behymer 03-15-2024 10:30
Found In Egroup: Workforce Engagement Management \ view thread
Hi Conor, I tested it myself just now, and at least for the dialogs I tested, the 'enter' button is equivalent to clicking 'ok' as expected. If you point me to the dialog box(es) you are talking about that work incorrectly I will work on fixing them. Thanks! ------------------------------ ...

RE: Schedule Alert Issues

Posted By Joseph Behymer 08-28-2023 12:14
Found In Egroup: Workforce Engagement Management \ view thread
Hi Addison, There are a few things to check when considering why your agents may not be getting the out of adherence toast notifications: Do they have the correct permissions? "Workforce Management : Agent Adherence : Notify" is the relevant one here. Are activities "Ignored for Adherence" ...

RE: Genesys Tempo App IOS Notifications

Posted By Joseph Behymer 08-21-2023 15:00
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, we are actively looking into this issue and will get back to you tomorrow with any findings. We may request that you submit a support ticket with details if we need that information to help fix the problem. Thanks for your patience. ------------------------------ Joe Behymer, Director ...

RE: Agent Time Zones

Posted By Joseph Behymer 08-03-2023 11:09
Found In Egroup: Workforce Engagement Management \ view thread
Hi Linda, The agent schedule views do not use Business Unit time zone, they use the configured time zone of the operating system of the agent. This includes the view under the Activity menu as well as the 'My Schedule' view under the Workspace menu. The supervisory views do use the Business Unit ...

RE: Tempo - Time Off Summary

Posted By Joseph Behymer 08-01-2023 09:27
Found In Egroup: Workforce Engagement Management \ view thread
Hi Shannon, This Week -> the current week based on the start day of week set in the Business Unit. Upcoming -> any time after "This Week" I looked at the screenshots, it doesn't seem obviously broken depending on when your 'week' is in your business unit. A request for tomorrow may be Upcoming ...

RE: explanations requests reaches only his supervisor

Posted By Joseph Behymer 07-25-2023 09:20
Found In Egroup: Workforce Engagement Management \ view thread
Hello Petek, Today, the notification is routed based on permissions. If the request comes in for Management Unit 1, then any user with both the "Workforce Management > Adherence Explanation > Edit" and the "Workforce Management > Adherence Explanation > Notify" in the context of a Division that includes ...

RE: Moving Schedules to different BU's

Posted By Joseph Behymer 07-20-2023 12:18
Found In Egroup: Workforce Engagement Management \ view thread
Hi Aaron, Our thinking was that once an agent moves to a new BU their old schedule is invalid. They are doing a new 'type' of work with a new forecast and a new schedule needs to be created. We do keep time off requests with the agent when they move, so if they were granted time off in the old ...

RE: System User Friendliness

Posted By Joseph Behymer 07-18-2023 11:41
Found In Egroup: Workforce Engagement Management \ view thread
Hello Conor, thanks for taking the time to write up your feedback. after making a bunch of schedule changes, the default message when you click one of the menu items on the left of the screen is "You'll lose any unsaved changes if you leave now. Is that OK?" why can't there be an option here ...