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Mr. Jodi Maffitt

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RE: Favorite sport and athlete/team

Posted By Jodi Maffitt 03-29-2026 15:37
Found In Egroup: Genesys Casual \ view thread
Yes! Southside all the way! ------------------------------ Jodi Maffitt WFM Department Manager ------------------------------

RE: March Question of the Month: Are You Competitive?

Posted By Jodi Maffitt 03-29-2026 15:37
Found In Egroup: Genesys Casual \ view thread
I am definitely competitive. My dad raised me on the thrill of competition. It didn't matter which sport it was- if you could build a stadium around it and sell tickets, it was worth watching. My biggest competitive achievement has been in the world of running. Even though I was athletic when younger, ...

RE: Prior WFM Configurations

Posted By Jodi Maffitt 03-12-2026 11:51
Found In Egroup: Workforce Engagement Management \ view thread
With other employers, I have used Verint and Nice/IEX. I have not been the decision-maker in choosing Genesys in my current role. Of the three, Nice/IEX was my favorite for features, forecasting, and scheduling flexibility. While Genesys has made some enhancements and added features, the roadmap is way ...

RE: WFM and Work day integration

Posted By Jodi Maffitt 02-25-2026 10:17
Found In Egroup: Workforce Engagement Management \ view thread
We have done this integration and it really is kind of clunky in my opinion. The way we set it up is the agent makes the request for time off in Genesys. It then checks their balance in workday, if that is good, then it validates time off limits exist, and then approves. Upon approval, then Genesys ...

RE: January Question of the Month - Goals for 2026?

Posted By Jodi Maffitt 01-27-2026 09:32
Found In Egroup: Genesys Casual \ view thread
Goals For 2026 Professional: I am implementing a new technology platform in the contact center which will bring more agent flexibility. The goal is to shift our culture toward flexibility and personal accountability. In addition to that, I would like for this to bring awareness to other areas of ...

RE: Clarification on Gamification

Posted By Jodi Maffitt 01-27-2026 09:26
Found In Egroup: Workforce Engagement Management \ view thread
Hi Holly, We have also been piloting the gamification feature to see how it works as well. But first we did import through API some custom metrics. The Genesys metrics like AHT, hold time, etc just don't work for us. Instead we wanted to use metrics that our reps are actually coached on. For example ...

RE: Feedback Request: Improving How Selected Activities Display in the Schedule Editor (as part of upcoming Activity Color Customization)

Posted By Jodi Maffitt 12-17-2025 09:51
Found In Egroup: Workforce Engagement Management \ view thread
Each agent has their own unique time (and it is not flexible). Building it into their work plan would mean that each agent would have their own work plan which is also a bit of a hassle to create and would lead to close to a 100 work plans in that MU. It was a thought that crossed our mind as well. We ...

RE: Feedback Request: Improving How Selected Activities Display in the Schedule Editor (as part of upcoming Activity Color Customization)

Posted By Jodi Maffitt 12-16-2025 10:16
Found In Egroup: Workforce Engagement Management \ view thread
Right now it's the limits of 100 active activity plans. As an example- we have 100 agents in an MU. Each one needs a weekly coaching and that is the cap on activity plans. But in addition to that, we have weekly team huddles (being able to set up by work team would be beneficial here) and then some have ...

RE: Feedback Request: Improving How Selected Activities Display in the Schedule Editor (as part of upcoming Activity Color Customization)

Posted By Jodi Maffitt 12-16-2025 09:50
Found In Egroup: Workforce Engagement Management \ view thread
Rather than worrying about colors and check marks, we would love the ability to auto-schedule recurring meetings. Activity plans is not sufficient to meet our needs. We need cloud to have a meeting scheduler similar to what was in Engage. ------------------------------ Jodi Maffitt NA ------ ...

RE: 📢New release - Ability to specify override dates in time off plans for days that are blocked or require manual review

Posted By Jodi Maffitt 10-29-2025 10:38
Found In Egroup: Workforce Engagement Management \ view thread
When will this feature be released? ------------------------------ Jodi Maffitt NA ------------------------------

RE: REGISTER NOW 📢 WEM Community Event: Activity Plans – Drop-in Clinic

Posted By Jodi Maffitt 09-16-2025 08:56
Found In Egroup: Workforce Engagement Management \ view thread
I have tried to sign up but I receive an error that this is for authorized registrants only? How can I participate? ------------------------------ Jodi Maffitt NA ------------------------------

RE: Upcoming Enhancements to Coaching & Learning Scheduling: More Flexibility, Better Fit

Posted By Jodi Maffitt 08-29-2025 11:54
Found In Egroup: Workforce Engagement Management \ view thread
To piggy back on Kevin's comments, for custom slots, we need the ability to select custom lengths as well. Limiting it to 15, 30, 45, or 60 minutes is not flexible enough for us. We frequently have supervisors who need 20 minutes, or 35 minutes. I see that you have the "clock picker" available so can ...

RE: Upcoming Enhancements to Coaching & Learning Scheduling: More Flexibility, Better Fit

Posted By Jodi Maffitt 08-07-2025 15:04
Found In Egroup: Workforce Engagement Management \ view thread
@Paul Turner I am excited to see this enhancement but I am wondering about one thing. Will there be reporting and/or auditing capabilities on which method was used to schedule the coaching session, how often each method is being used, and by which user? This would be very important to understand, especially ...

RE: Conformance spikes after moving agent to a new BU - scheduling best practice?

Posted By Jodi Maffitt 08-04-2025 10:29
Found In Egroup: Workforce Engagement Management \ view thread
Jay mentions using the rescheduling wizard after they have moved. But if this is in the middle of a schedule period, rescheduling does not work for past dates. That would mean manually entering a schedule for those dates. Depending on how long your schedule period is, or how many agents you are moving, ...

RE: Upcoming Enhancements to Coaching & Learning Scheduling: More Flexibility, Better Fit

Posted By Jodi Maffitt 07-29-2025 08:48
Found In Egroup: Workforce Engagement Management \ view thread
When are these enhancements going live? ------------------------------ Jodi Maffitt NA ------------------------------

RE: Adherence best practices

Posted By Jodi Maffitt 07-14-2025 10:28
Found In Egroup: Workforce Engagement Management \ view thread
In our contact center we don't do exceptions- period. It's such a high effort from your WFM team for very little value add. Once you start defining what constitutes an exception, time length requirements, etc, then you no longer have an adherence score- the score now measures how effectively your team ...

RE: Changing to Log Off Lunch

Posted By Jodi Maffitt 05-01-2025 09:08
Found In Egroup: Workforce Engagement Management \ view thread
Hi Gina- we also had this issue happen when our agents' computers go to sleep. Our agents are also required to punch in and out for lunch. But in order to prevent Genesys from logging out, we have instructions for them to adjust their computers' sleep settings to avoid this from happening. Of course, ...

RE: Font change in schedules

Posted By Jodi Maffitt 04-16-2025 08:47
Found In Egroup: Workforce Engagement Management \ view thread
We actually like the change. It is much easier to read. ------------------------------ Jodi Maffitt NA ------------------------------

RE: Activity Plans - relationship between breaks, meals, and meetings

Posted By Jodi Maffitt 11-27-2024 10:25
Found In Egroup: Workforce Engagement Management \ view thread
Hi Sierra, When first configuring activity plans we had the same issue. We had to go through all our work plans and ensure that the breaks and meals are flexible enough to allow movement of those activities around a meeting. Example: You have it set that a break is to be between 10:00 and ...

RE: 📢New Feature - Weekly Long-Term Staffing Requirements in an all new UI

Posted By Jodi Maffitt 11-07-2024 08:55
Found In Egroup: Workforce Engagement Management \ view thread
Very exciting. But when you say next month, can you pinpoint a day/week for anticipated release? ------------------------------ Jodi Maffitt NA ------------------------------