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Mr. Thomas Kicki

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Time Off Requests Status Changes - changer tokens

Posted By Thomas Kicki 04-21-2015 20:35
Found In Egroup: PureEngage On-Premises \ view thread
In GENESYS Supervisor > Configuration > Notifications > Time Off Requests Status Changes - can other tokens be added. We use different time off codes (Vacation, Holiday, etc) and would like the agent to receive thier email with the specific types of time off code notated.

RE: How to utilize the 'Preferences' tab for agents?

Posted By Thomas Kicki 02-13-2015 13:34
Found In Egroup: PureEngage On-Premises \ view thread
Theresa, Thank you for the information. If I may ask a follow up question for you, if you can assist. Since our agents have set schedules, what woudl be the best practice to be able to enable our agents to utilize the Preferences option in GENESYS. since we would not be able to use rotating patterns ...

Historical Intra-Day

Posted By Thomas Kicki 02-05-2015 14:40
Found In Egroup: PureEngage On-Premises \ view thread
Is there a way to view historical Intra-Day agents schedules, which will included terminated agents, by activity? When I view a historical date, all agents (inlcuding terminated agents) are listed, however, if I choose to look at a single activity (even though the terminated agents had been scheduled ...

How to utilize the 'Preferences' tab for agents?

Posted By Thomas Kicki 02-05-2015 13:07
Found In Egroup: PureEngage On-Premises \ view thread
In our line of business, we have wide shifts and contracts connected to agent's profiles. However, each agent has a specific rotating pattern. Can and how do we utilize the "Preferences" agent submit? Presently if the preference does not meet the rotating pattern the preference is denied. If we ...