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Heather Henderson

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

Posted By Heather Henderson 12-17-2025 03:37
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jodi. I would love to see the cap increased too, but I am wondering why each agent needs their own activity plan for this? Could you set up an activity plan per coach, as individual sessions with the coach as a facilitator? Or perhaps each agent has their specified slot - can they be added into the ...

RE: Automatic Best Method

Posted By Heather Henderson 12-16-2025 03:06
Found In Egroup: Workforce Engagement Management \ view thread
Hi Cory ABM forecasting looks at all of the available historical data - in the Cloud as well as any historical data you have imported. 6 weeks applies to weighted historical data, but even then, you can choose which weeks - it doesn't have to be the previous 6 only. This article is really useful for ...

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Heather Henderson 11-20-2025 08:05
Found In Egroup: Workforce Engagement Management \ view thread
I am also using the London region, and did not see this yesterday, but it is available today. Hope you can see it now too. ------------------------------ Heather Henderson ------------------------------

RE: Development and Feedback detailed reporting

Posted By Heather Henderson 11-18-2025 02:45
Found In Egroup: Genesys Cloud - Main \ view thread
If you mean questions from assessments in the learning modules, then no, not as far as I am aware, but I imagine the work involved to get this will be similar to the quality idea mentioned and perhaps it is upcoming? I don't recall seeing a separate idea for this one, but it would be great if someone ...

RE: Feedback Wanted: Your Experience with Virtual Supervisor (AI Scoring)

Posted By Heather Henderson 11-10-2025 03:25
Found In Egroup: Workforce Engagement Management \ view thread
Hi. One of our customers has spent quite a lot of time refining the question wording in order to get what it needs from this, but with patience and experience in adjusting the prompt, they are getting there. One issue encountered was that the AI scoring cannot differentiate between the ACD messaging ...

RE: New Feature: Activity Code Mapping Enhancements

Posted By Heather Henderson 11-05-2025 02:59
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Shannon Hellner One use I have seen already in place is where agents don't sign in for training. There is a specific offline training activity code they have created. ------------------------------ Heather Henderson ------------------------------

RE: New Feature: Activity Code Mapping Enhancements

Posted By Heather Henderson 10-24-2025 03:22
Found In Egroup: Workforce Engagement Management \ view thread
If it helps, the secondary status mapping was available in my region on Wednesday (as expected), but the ignore for adherence element did not appear until Thursday. ------------------------------ Heather Henderson ------------------------------

RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

Posted By Heather Henderson 10-23-2025 08:05
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Eric Hagaman Can I clarify what you are saying here about flexible breaks and lunches please? If we want an agent to be working on a defined activity code for the full day, linked to a specified planning group, we would need to create a new shift for each possible shift variation? Is that right? ...

RE: How we can configure the evaluation so that completed evaluation forms are sent to managers (supervisors) before being released to agents.

Posted By Heather Henderson 10-17-2025 02:55
Found In Egroup: Workforce Engagement Management \ view thread
Could you use the Assign option before submitting? If you assign to the supervisor for example, you might save and release once they have reviewed? Or delay the release for one week later to give them time to review before the release? Or perhaps they can review and release? ------------------------------ ...

RE: AI scoring includes ACD messaging in its evaluation of the question prompt.

Posted By Heather Henderson 08-19-2025 03:00
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Mark, we had already considered this, but it is very frustrating that the script recognises that it isn't the agent speaking, yet AI scoring does not. And the workaround suggested involves config change across all queues in order to get this to perform as we would expect. ---------- ...

RE: What's the purpose of service goal templates?

Posted By Heather Henderson 08-15-2025 04:26
Found In Egroup: Workforce Engagement Management \ view thread
Your service goal template determines the level of performance you are aiming to achieve. When the platform reviews your forecast and your resource, it will calculate how many skilled agents you require to meet that goal. Manually adding your forecast shouldn't impact. What are you seeing that is making ...

AI scoring includes ACD messaging in its evaluation of the question prompt.

Posted By Heather Henderson 08-13-2025 06:13
Found In Egroup: Workforce Engagement Management \ view thread
Hi. Upon reviewing the AI scoring functionality, we are finding that ACD messaging is being included in the AI evaluation response. The transcription clearly understands it is not the agent speaking and that it is ACD, evidenced by the icons. However when the customer is thanked for holding before ...

Calibration policy advice

Posted By Heather Henderson 08-07-2025 05:03
Found In Egroup: Workforce Engagement Management \ view thread
Hi. I am looking for advice from anyone using calibration policies please? As you can't define a quantity or frequency for a calibration policy, I am wondering how this is managed. I have added in as much matching criteria as I can to narrow this down, but as you can imagine testing has shown ...

RE: Capacity planning, What if

Posted By Heather Henderson 07-09-2025 02:25
Found In Egroup: Workforce Engagement Management \ view thread
For Work Plan Bidding, I would create suggested shifts but I would give them a clear naming function so you know what the system has suggested as the best options. Maybe prefix them with WPB so you can identify them? But you can also use existing work plans so you don't necessarily need to create new ...

RE: Capacity planning, What if

Posted By Heather Henderson 07-08-2025 03:32
Found In Egroup: Workforce Engagement Management \ view thread
Can you create a future forecast, then create fully flexible shifts over your opening hours representing the different contracted hours, temporarily assign it to agents, and generate a schedule? Clearly you'd need to make sure no other generation was happening at this time, and depending on the parameters ...

RE: Monthly Score Calculation

Posted By Heather Henderson 06-17-2025 09:29
Found In Egroup: Workforce Engagement Management \ view thread
I was wondering if there is a way to get the filtered view above, but to choose a timeframe for the date of the evaluation rather than the date of the interaction? We can get this information from the Quality Admin dashboard, but can't export data from here so I was hoping to be able to see it in ...

RE: Genesys Cloud WFM Overtime new features / Time-off balances

Posted By Heather Henderson 06-10-2025 05:48
Found In Egroup: Workforce Engagement Management \ view thread
I can't stress enough how much customers want the ability within the UI to add balance accrual features to WFM. It literally comes up with every customer, every time. HRIS isn't necessarily a desirable feature and it is often deliberately kept separate within organisations. This feedback has been given ...

RE: Planning Group Skill Missing

Posted By Heather Henderson 06-09-2025 03:35
Found In Egroup: Workforce Engagement Management \ view thread
The only scenario I can think of is where the skill has been replaced. As skills can't be edited, it may have been deleted, and recreated with a new naming format. Just a guess, but keen to find out the answer to this one. ------------------------------ Heather Henderson -------------------- ...

RE: Email - Forecasts of opening hours and Service Goals for working days only

Posted By Heather Henderson 05-19-2025 03:00
Found In Egroup: Workforce Engagement Management \ view thread
Hi Amy, thanks for replying, but no, I have not entered my hours of operation in the Business Unit config. I can choose a time zone and a start day of week, but I don't have anywhere to configure opening hours. I also can't see anything in the Resource Center about this. I'd be most grateful if you can ...

Email - Forecasts of opening hours and Service Goals for working days only

Posted By Heather Henderson 05-16-2025 09:59
Found In Egroup: Workforce Engagement Management \ view thread
I am wondering if anyone has any advice on how to manage this in Genesys please? As emails arrive outside of opening hours, the forecast is suggesting I need agents at times they are not, and cannot, work. I am looking for a solution to ensure resource requirements match my opening hours. ...