Profile

Andy Boland

Contact Details

My Content

1 to 20 of 50+ total

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

Posted By Andy Boland 12-17-2025 06:50
Found In Egroup: Workforce Engagement Management \ view thread
Hi Gerard Thanks for your reply. We were planning to keep full shift selects (blue background) the same as it is today as it's more obvious. However, what is the customer use case? Why would the check mark help them? Thanks ------------------------------ Andy Boland Product Manager ------- ...

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

Posted By Andy Boland 12-16-2025 10:08
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Jodi Appreciate your feedback. As you can imagine, we're working on multiple features at the same time, so we're looking at Activity Plan improvements at the same time we're looking at things like Activity Code colours. Out of interest, what is missing from Activity Plans which makes it ...

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

Posted By Andy Boland 12-12-2025 05:26
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Mohamed Appreciate your feedback. Our concern wih a border is that we already have different reasons why a border, or partial border, might be required. For instance Adherence and Explanations, both of these add a semi-border to an Activity. We wanted to save any confusion on this by adding ...

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

Posted By Andy Boland 12-11-2025 12:42
Found In Egroup: Workforce Engagement Management \ view thread
Hi everyone, As you may or may not know, we're planning to introduce the ability for you to change the color of your Activities within Workforce Management (WFM). As part of that work, we're reviewing how selected activities should appear within the Schedule Editor to ensure the experience stays clear, ...

New Feature Release: Unavailable Times for Agents

Posted By Andy Boland 12-09-2025 10:50
Found In Egroup: Workforce Engagement Management \ view thread
Hello Community members This week we're excited to introduce Unavailable Times, a significant enhancement designed to give agents more control over when they can and cannot work. Today, schedules are created based on work plans and forecasted demand - yet agents often have real-life commitments, personal ...

RE: New Team Schedule View

Posted By Andy Boland 11-05-2025 11:22
Found In Egroup: Workforce Engagement Management \ view thread
Hello Sal Thanks for your comment At the moment no, you're only able to see Category level information. There is an Ida for this on the portal, please add your vote or any comments to this https://genesyscloud.ideas.aha.io/ideas/WESCH-I-621 Thanks ------------------------------ Andy Boland ...

RE: New Team Schedule View

Posted By Andy Boland 10-14-2025 07:48
Found In Egroup: Workforce Engagement Management \ view thread
Hi Melissa Thanks for your message, apologies for the slight delay here. At present no there isn't a way that you could remove the Learning widget from the view. I believe that's your question here? We don't have plans to have this view available in the Analytics Workspace at the moment, we are ...

RE: New Feature Release: Team View – See Your Colleagues' Schedules

Posted By Andy Boland 10-14-2025 07:48
Found In Egroup: Workforce Engagement Management \ view thread
Hi Melissa Thanks for your message, apologies for the slight delay here. At present no there isn't a way that you could remove the Learning widget from the view. I believe that's your question here? We don't have plans to have this view available in the Analytics Workspace at the moment, we are ...

RE: Team schedule view for agents

Posted By Andy Boland 10-13-2025 04:23
Found In Egroup: Workforce Engagement Management \ view thread
Hello Just following up on this, has it now been resolved? Thanks ------------------------------ Andy Boland Product Manager ------------------------------

RE: New Feature Release: Team View – See Your Colleagues' Schedules

Posted By Andy Boland 10-10-2025 05:14
Found In Egroup: Workforce Engagement Management \ view thread
Hi Mike My apologies, let me check on the release notes for you. The permissions are listed in the prerequisites section of this article: https://help.mypurecloud.com/articles/team-schedule-view/ Thanks ------------------------------ Andy Boland Product Manager ------------------------------

RE: New Feature Release: Team View – See Your Colleagues' Schedules

Posted By Andy Boland 10-09-2025 13:10
Found In Egroup: Workforce Engagement Management \ view thread
Hi Mike Thanks for your message The feature is not on by default. You will need to add the permissions to the Agents you would want to have access for this Thanks ------------------------------ Andy Boland Product Manager ------------------------------

RE: Team schedule view for agents

Posted By Andy Boland 10-09-2025 08:56
Found In Egroup: Workforce Engagement Management \ view thread
Hi everyone Quick update, this feature is now live! Thanks ------------------------------ Andy Boland Product Manager ------------------------------

New Feature Release: Team View – See Your Colleagues' Schedules

Posted By Andy Boland 10-09-2025 06:49
Found In Egroup: Workforce Engagement Management \ view thread
Hello Community members, We're excited to announce the release of Team View, a new capability in Genesys Cloud that allows Agents to view the schedules of other Agents within their Management Unit (MU). What This Means for You Until now, Agents could only see their own schedules, making it harder to ...

RE: Team schedule view for agents

Posted By Andy Boland 10-06-2025 11:37
Found In Egroup: Workforce Engagement Management \ view thread
Hi Darshan These permissions will not be automatically added. You will need to add the permissions to the roles that you'd like to have access to this feature Thanks ------------------------------ Andy Boland Product Manager ------------------------------

RE: Team schedule view for agents

Posted By Andy Boland 10-06-2025 09:54
Found In Egroup: Workforce Engagement Management \ view thread
Hi Thanks Darshan and Paul Just to add to Paul's answer, you'll need to also add the following: Workforce Management > Agent Management Unit Schedule > View This will be detailed in the documentation for the feature too Thanks ------------------------------ Andy Boland Product Manager -- ...

RE: Scheduled Activity fan out/fly over

Posted By Andy Boland 05-19-2025 01:45
Found In Egroup: Workforce Engagement Management \ view thread
Hi Wynona Thanks for your post I've checked this morning and it seems like it's working for me: I wonder if you could raise a care ticket to have this investigated? Thanks Andrew ------------------------------ Andy Boland Product Manager ------------------------------

RE: Interaction Category

Posted By Andy Boland 02-20-2025 04:21
Found In Egroup: Workforce Engagement Management \ view thread
Hi Robert Thanks for your post and apologies for delays here. We're in the process of adding Category information to Content Search, which will give you the ability to find interactions based on Categories. We're hoping for this to be available in this quarter or next. As you can imagine ...

RE: Work around for preference based rostering

Posted By Andy Boland 02-03-2025 05:01
Found In Egroup: Workforce Engagement Management \ view thread
Hi Robert Thanks for your response We're looking at those things too. In particular I'm working on adding Overtime at the moment. The plan for Overtime, initially, will be to enable Schedulers to create 'Opportunities', which will be an amount of On Queue time that can be advertised and ...

RE: Work around for preference based rostering

Posted By Andy Boland 01-31-2025 07:18
Found In Egroup: Workforce Engagement Management \ view thread
Hi Sonja Thanks for your post At the moment I'm afraid I can't give much assistance around how this process might be streamlined. However, we are currently working on/investigating a coupld of capabilities which will help. We're in the process at the moment of building Agent Unavailable ...

RE: The New Filter and Sort options on the schedule

Posted By Andy Boland 12-19-2024 11:25
Found In Egroup: Workforce Engagement Management \ view thread
Hi Conor Thanks for your post. I agree with Miguel here, the best thing to do will be to raise a case with our Care team. I'm not able to replicate the issue you're having, across multiple browsers, so raising a case will be the best way forward. Hope this helps Thanks ...