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Mr. Melissa Palmer

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Management Unit dependent on a Business Unit

Posted By Melissa Palmer 03-28-2026 10:22
Found In Egroup: Workforce Engagement Management \ view thread
There is a 50 business unit limit per division and 10 management unit limit per business unit. However, if someone submitted a care ticket to increase the number of divisions from 50 to 100 as an example, would the business unit limit also increase? ------------------------------ Melissa Palmer ...

Negative Adherence Impacts of On Queue Time

Posted By Melissa Palmer 03-24-2026 17:17
Found In Egroup: Workforce Engagement Management \ view thread
I have a group of agents who are routinely scheduled for off‑phone activities under the "busy" status. However, they are often late to these segments because their calls run long. While they are technically late to their off‑queue activity, they are still actively handling customer interactions-which ...

Time Zones

Posted By Melissa Palmer 03-20-2026 10:23
Found In Egroup: Workforce Engagement Management \ view thread
I understand that time zones are configured at the Business Unit level when the Business Unit is first created. Once the time zone is set, it cannot be modified, and this setting is subsequently inherited by the Management Unit for scheduling purposes. Can you confirm whether this is correct? ***UPDATE: ...

Conditional Group Activation - Pilot Rule

Posted By Melissa Palmer 03-20-2026 08:23
Found In Egroup: Genesys Cloud - Main \ view thread
When configuring a rule for Conditional Group Activation, I noticed there is an option to toggle the Pilot Rule on or off. I have a specialized queue for which I want to designate backup agents, but I do not want to rely on the queue entering a "stress" state before those agents are activated. My goal ...

RE: Agent Utilization (Email interrupted by voice call)

Posted By Melissa Palmer 03-05-2026 08:11
Found In Egroup: Genesys Cloud - Main \ view thread
This is good info, Robert. Is it also possible that if the email was transferred directly to the agent by another agent that it is now a non-ACD interaction? Meaning, that Genesys wouldn't consider the agent on an ACD interaction and would still consider that agent in the pool of "longest without an ...

RE: Agent Utilization (Email interrupted by voice call)

Posted By Melissa Palmer 03-04-2026 17:05
Found In Egroup: Genesys Cloud - Main \ view thread
It depends on your utilization and capacity configurations. ------------------------------ Melissa Palmer ------------------------------

Multimedia Queues

Posted By Melissa Palmer 03-03-2026 12:15
Found In Egroup: Genesys Cloud - Main \ view thread
Anyone have a chat and voice queue combined? How do you like it? Any pros and cons you can share? Are agents receptive to it? What do your CSAT scores look like? Any advice on doing it or not doing? #DigitalChannels #Implementation #Reporting/Analytics #Routing(ACD/IVR) #WEM-Quality,WFM,Gamification,etc ...

RE: Planning Group Column in Activity Codes

Posted By Melissa Palmer 03-03-2026 10:09
Found In Egroup: Workforce Engagement Management \ view thread
Perfect. Thank you! ------------------------------ Melissa Palmer ------------------------------

Planning Group Column in Activity Codes

Posted By Melissa Palmer 03-02-2026 12:08
Found In Egroup: Workforce Engagement Management \ view thread
If I create a Planning Group–specific activity code to ensure that work performed during a scheduled block is limited to a single Planning Group, do I also need to deactivate the other queues the agent is assigned to? For example, if an agent is assigned to multiple voice queues but I want them to ...

RE: Notifications

Posted By Melissa Palmer 02-27-2026 11:14
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you, Phaneendra! ------------------------------ Melissa Palmer ------------------------------

RE: Linking Genesys Schedules to Outlook

Posted By Melissa Palmer 02-27-2026 10:51
Found In Egroup: Workforce Engagement Management \ view thread
Thank you! ------------------------------ Melissa Palmer ------------------------------

RE: Email Queues vs. Phone Queues

Posted By Melissa Palmer 02-27-2026 10:20
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you so much. I had no idea this was potentially on the roadmap! ------------------------------ Melissa Palmer ------------------------------

Notifications

Posted By Melissa Palmer 02-26-2026 14:40
Found In Egroup: Genesys Cloud - Main \ view thread
Initially when we had our agents using Genesys via the app they would received notifications when they had a meeting, break, lunch etc coming up. Since we moved to the browser those notifications don't happen anymore. Does anyone have any idea why or if there is a workaround? Our agents really miss that ...

RE: Email Queues vs. Phone Queues

Posted By Melissa Palmer 02-26-2026 14:36
Found In Egroup: Genesys Cloud - Main \ view thread
But if I add the group to the queue, won't they still be in all their other normal queues unless I remove them? ------------------------------ Melissa Palmer ------------------------------

RE: Email Queues vs. Phone Queues

Posted By Melissa Palmer 02-26-2026 14:07
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you, Kaio. I was unaware that I could add/remove a group. Just to clarify you are saying I can activate/deactivate rather than remove, correct? If so, do you mind to tell me where exactly I would activate or deactivate at the group level? ------------------------------ Melissa Palmer ------ ...

Email Queues vs. Phone Queues

Posted By Melissa Palmer 02-26-2026 12:35
Found In Egroup: Genesys Cloud - Main \ view thread
I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way ...

Linking Genesys Schedules to Outlook

Posted By Melissa Palmer 02-26-2026 10:23
Found In Egroup: Workforce Engagement Management \ view thread
I was wondering if anyone has ever allowed their agents to link their Genesys schedules to Outlook via the URL. If so, how is that working and how long does it take Outlook to update if there is a change made in Genesys on their schedule? Add your workforce management schedule to an external calendar ...

RE: Conditional Group Activation vs Overflow Queue

Posted By Melissa Palmer 02-21-2026 12:17
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you, Kaio! I appreciate the insight. ------------------------------ Melissa Palmer ------------------------------

RE: Conditional Group Activation

Posted By Melissa Palmer 02-20-2026 16:06
Found In Egroup: Genesys Cloud - Main \ view thread
Makes sense. Thank you! ------------------------------ Melissa Palmer ------------------------------

Conditional Group Activation vs Overflow Queue

Posted By Melissa Palmer 02-20-2026 15:42
Found In Egroup: Genesys Cloud - Main \ view thread
Would it be better to set up Conditional Group Activation or just create an Overflow queue and assign my "group"/"backup agents" to the overflow queue? #Routing(ACD/IVR) ------------------------------ Melissa Palmer ------------------------------