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Sara Perry

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Coaching Licencing level

Posted By Sara Perry 05-29-2020 03:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Could you please advise if Coaching is PC3 only? #QualityManagement ------------------------------ Thanks and Regards Sara Perry CVT (Global) Pty Ltd ------------------------------

RE: Which agent called which contact

Posted By Sara Perry 05-14-2020 03:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Robert, Thank you Not missing anything in the exports for this process, was just wondering if there was a more automated process than matching phone numbers from two different reports. This process is simple but also a bit manual, I was hoping there might be a more polished reporting process ...

RE: Which agent called which contact

Posted By Sara Perry 05-12-2020 21:33
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Robert, Yes that is the current process, however mapping that data back to the contact list is quite manual. ------------------------------ Sara Perry CVT (Global) Pty Ltd ------------------------------

Which agent called which contact

Posted By Sara Perry 05-12-2020 17:56
Found In Egroup: Genesys Cloud - Main \ view thread
The requirement is to match agent interactions to the contact list details. The current process is to export the campaign list when complete and an interaction detail export for call made via the outbound campaign queue. This is then mapped via matching DNIS to contact number to establish which agents ...

RE: WFM Scheduling

Posted By Sara Perry 05-12-2020 02:38
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Greg, I have assigned Workforce Management Published Schedule View, they can view but not edit the schedule, however this is not Division/Team/etc sensitive. ------------------------------ Sara Perry CVT (Global) Pty Ltd ------------------------------

RE: Published Schedule - user notification feature

Posted By Sara Perry 05-10-2020 17:20
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Jay, Thank you, and thank you George, I have done so. https://purecloud.ideas.aha.io/ideas/CLWFO-I-369 ------------------------------ Sara Perry CVT (Global) Pty Ltd ------------------------------

RE: WFM Adherence Notifications

Posted By Sara Perry 05-10-2020 17:06
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Jay, Agents scheduled to be Off Queue or unscheduled are showing as "Out of Adherence" on their schedule screen. Historical Adherence, RTA and the Schedule adherence are all presenting as normal. ------------------------------ Sara Perry CVT (Global) Pty Ltd -------------------------- ...

Published Schedule - user notification feature

Posted By Sara Perry 05-08-2020 03:32
Found In Egroup: Genesys Cloud - Main \ view thread
The feature which allowed for selection of which agents are notified regarding schedule changes (All, Only those with changes, None), has it been moved please or removed? Currently the publish notification is going to the users. The only information I have found relating to this is here: https:// ...

RE: WFM Adherence Notifications

Posted By Sara Perry 05-08-2020 03:26
Found In Egroup: Genesys Cloud - Main \ view thread
We have 2 org with this issue, both cases have been escalated through to Care. ------------------------------ Sara Perry CVT (Global) Pty Ltd ------------------------------