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Hou Ket Tang

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Sharing Scheduled Reports in WFM

Posted By Hou Ket Tang 01-13-2022 21:35
Found In Egroup: Workforce Engagement Management \ view thread
Hi all, We're currently using Workforce Management Version 8.5.215.09. I have created a few scheduled reports using the "Reports Scheduler", and have successfully shared these with a few colleagues (they can download the reports under "Generated Reports"). However, when one of the colleagues tries ...

RE: How can we help you? What would you like to learn more about?

Posted By Hou Ket Tang 09-02-2021 20:20
Found In Egroup: Workforce Engagement Management \ view thread
Absolutely second Paul's comment, there will be much we can learn from in terms of forecasting and scheduling best practices! ------------------------------ Hou Ket Tang Brisbane City Council ------------------------------

RE: TIme-Off Reporting Capabilities

Posted By Hou Ket Tang 08-22-2021 21:34
Found In Egroup: Workforce Engagement Management \ view thread
Hi Tracy, Thank you for the clarification, this helps clear a lot thanks. I will check our settings and also reach out to our partner if deemed required. Hope all is well on your end! Tang ------------------------------ Hou Ket Tang Brisbane City Council ---------------- ...

RE: TIme-Off Reporting Capabilities

Posted By Hou Ket Tang 08-18-2021 03:13
Found In Egroup: Workforce Engagement Management \ view thread
Hi Tracy, Thank you for your reply. The time-offs are set up as time-off types, not exceptions. With the DetermineFullDayTimeOffStartEndPaidHours option, if it is set to true, and if we put a time-off request over a day where no schedule exists yet in the calendar, what will the calendar ...

RE: Ideas Lab Contest - $50 Prize!

Posted By Hou Ket Tang 08-17-2021 20:01
Found In Egroup: Genesys Cloud - Main \ view thread
48 ------------------------------ Hou Ket Tang Brisbane City Council ------------------------------

TIme-Off Reporting Capabilities

Posted By Hou Ket Tang 08-12-2021 04:42
Found In Egroup: Workforce Engagement Management \ view thread
Hi there, We are on Genesys Engage Cloud. Is there a way in WFM where I can easily pull the number of hours our consultants have spent in time-off states (such as annual leave, sick leave etc.), both historically and what has been booked into the future? We have looked at Calendar Reports > ...

RE: Adherence - Time Off types Schedule States

Posted By Hou Ket Tang 08-12-2021 04:29
Found In Egroup: Workforce Engagement Management \ view thread
Hi Tracey, Thanks for your reply and apologies for my delayed response. We have reached out to Genesys support and was unfortunately advised that what we want to do is not an option currently in Genesys WFM. We will have to submit a Product Idea and go from there. Thanks, Tang ---- ...

Discrepancies between WFM and GXCI data

Posted By Hou Ket Tang 07-27-2021 05:20
Found In Egroup: PureEngage Cloud \ view thread
Hi everyone, I have been comparing data between WFM and GCXI such as Service Level, AHT and Interaction Volume, and realise that there are discrepancies between the two systems. I understand that WFM data is computed from information in the Stat Server, and depending on the method of calculation, ...

RE: Adherence - Time Off types Schedule States

Posted By Hou Ket Tang 07-12-2021 21:18
Found In Egroup: Workforce Engagement Management \ view thread
Hi Tracy, Thank you for your reply. As far as we can see in Genesys UI, there is not much options that we can change under Schedule State Groups -> Adherence Rules. The two options are: Adherence Threshold Levels (of which both start and end thresholds are set to '0') Genesys Current ...

Adherence - Time Off types Schedule States

Posted By Hou Ket Tang 07-02-2021 02:55
Found In Egroup: Workforce Engagement Management \ view thread
I apologise in advance for the lengthy post. We are currently using Genese Engage Cloud. In Genesys WFM, we have recently found that time-off states are included in Adherence Calculations. This is not the behaviour we would like. To illustrate this, please see the below example: One day, a consultant ...

RE: WFM Statistics - Scheduled vs Calculated vs Forecasted

Posted By Hou Ket Tang 06-15-2021 19:18
Found In Egroup: Workforce Engagement Management \ view thread
Hi Tracy, Thank you for the explanation. Can you elaborate further on your advice? Am I right in understanding that Calculated Staffing is what the system thinks the number of staff you need for each time step to meet the SLA, based on the demand (call volume and AHT), whereas coverage is the staffing ...

RE: Adherence Out of Schedule

Posted By Hou Ket Tang 06-15-2021 18:39
Found In Egroup: Workforce Engagement Management \ view thread
Thank you Tracey, I am in agreeance with Zoe that it is not feasible to assign marked time to every shift considering the number of staff we have. Can you advise if this function is on the roadmap? Also, alternatively, are there other ways we may be able to make this work? We were considering making ...

RE: WFM Statistics - Scheduled vs Calculated vs Forecasted

Posted By Hou Ket Tang 06-14-2021 21:03
Found In Egroup: Workforce Engagement Management \ view thread
Hi Tracy, Thank you for sending this through. It unfortunately does not provide detailed explanation on the measures. For example, Staffing - Calculated is defined as "The number of agents per timestep for each activity. Taken from the Master Schedule" whereas Coverage is defined as "Number of agents ...

Adherence Out of Schedule

Posted By Hou Ket Tang 06-14-2021 01:20
Found In Egroup: Workforce Engagement Management \ view thread
Hi there, We have recently noticed that the adherence calculations in WFM report takes into consideration non-adherent time out of schedule. For instance, assuming a consultant is non-adherent (within schedule) for 18 minutes of a 480 minutes schedule, and if the same consultant was stuck on a call ...

RE: WFM Statistics - Scheduled vs Calculated vs Forecasted

Posted By Hou Ket Tang 06-13-2021 19:33
Found In Egroup: Workforce Engagement Management \ view thread
Hi Tracy, Thank you for your prompt response. This is primarily on the Performance > Intra-Day page, but these measures can be found in various parts of WFM (for example, Contact Centre Performance Report, Schedule > Master Schedule > Intra-Day etc.) Thank you. Tang ------------- ...

WFM Statistics - Scheduled vs Calculated vs Forecasted

Posted By Hou Ket Tang 06-08-2021 01:00
Found In Egroup: Workforce Engagement Management \ view thread
Hi there, We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences? In the scenario involving staffing, ...

RE: Genesys Customer Experience Insights (GCXI) data vs Genesys Workforce Management (WFM) data Inconsistencies

Posted By Hou Ket Tang 06-08-2021 00:42
Found In Egroup: PureEngage Cloud \ view thread
Hi Tony, Apologies for the delayed response, and thank you for the prompt response. Your advice is great, part of the ongoing questions we've been asked is why both systems are different, and why can't they be compared, so understanding the rationale behind how each system is configured ...

RE: Comparing data - Workforce Management (WFM) vs Genesys Customer Experience Insights (GCXI)

Posted By Hou Ket Tang 06-08-2021 00:33
Found In Egroup: Workforce Engagement Management \ view thread
Hi Vaun, Apologies for the delayed response, and thank you very much for your reply. Good tip on the Stat Server and defects, we have taken your advice and currently have an open job with our Genesys partner to investigate, so I'll add this to the list of things to check. In terms of trying ...

Comparing data - Workforce Management (WFM) vs Genesys Customer Experience Insights (GCXI)

Posted By Hou Ket Tang 05-04-2021 19:52
Found In Egroup: Workforce Engagement Management \ view thread
Hi there, I have been comparing Queue-level data (Interaction Volume, Service Level, AHT) from GCXI and WFM and notice that there has been discrepancies. For instance, for interaction volume, we sometimes observe up to 90 calls difference between GCXI and WFM across one day. I understand that WFM ...

Genesys Customer Experience Insights (GCXI) data vs Genesys Workforce Management (WFM) data Inconsistencies

Posted By Hou Ket Tang 04-28-2021 07:20
Found In Egroup: PureEngage Cloud \ view thread
Hi there, I have been comparing Queue-level data (Interaction Volume, Service Level, AHT) from GCXI and WFM and notice that there has been discrepancies. For instance, for interaction volume, we sometimes observe up to 90 calls difference between GCXI and WFM across one day. I understand that ...