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Hello, we had an ask from our business partners. Ideally they would want this: Agent knows they have a break upcoming, but just go on a call. Ideally they would want the agent to aux into Break while servicing the call, but have their actual state not register until the call is wrapped up so they ...

Hello, we are having an issue with agents submitting time off through the time off pane and they keep forgetting to choose the time off type from our list of options. The option we prefer them to use alphabetically is at the bottom of the list. Is there a way to have the sort options within the Time ...

Hello! We are moving to Genesys from another WFM software, we had a question. If we instruct our agents to 'park' on email, for instance if we had it set up for 1 email to allow for 1 Message interruption, we wanted to know if we 'park' the email, does the handle time counter stop? I know with interruptions ...

Hi, we are currently in a situation where we are updating utilizations for our agents pretty often. However, we are finding that changes that were made are not saving. We will change someone to be Email only, but then we will go in later and find the changes didn't stick. We have asked everyone with ...