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Wendy Dodson

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RE: 📢New Feature - Start time variance across all Weeks of the Planning Period and Enable Flexible Activities to be relative to the Shift End Time

Posted By Wendy Dodson 12-16-2025 17:30
Found In Egroup: Workforce Engagement Management \ view thread
Hi Paul, I have a few agents who work split shifts with a large gap in between. For example: Shift 1: 4:30 AM – 8:30 AM Shift 2: 5:00 PM – 8:00 PM This creates a total shift span of about 15 hours, which exceeds the current 12-hour maximum shift window allowed in work plans. Previously, this configuration ...

RE: Generation Error: "There is no available work starting 10/1/2024"

Posted By Wendy Dodson 09-25-2024 11:49
Found In Egroup: Workforce Engagement Management \ view thread
I am seeing the same issue- Following this feed ------------------------------ Wendy Dodson Sedgwick Claims Management Services, Inc. ------------------------------

Work Teams- Supervisors are unable to see work team adherence in schedules there is no (Plus +) drop down option

Posted By Wendy Dodson 07-26-2024 15:24
Found In Egroup: Workforce Engagement Management \ view thread
Hello All, Our supervisors are unable to see agents adherence using the work team sorting feature in schedules . We have confirmed that they (supervisors) have the correct permissions to review work teams in schedules and this does populate, However there is no ( + ) drop down option under the agents. ...

Filter for FIRST QUEUE ( show only data for the first queue of interaction) Best practice guidance

Posted By Wendy Dodson 07-01-2024 15:01
Found In Egroup: Workforce Engagement Management \ view thread
Can someone kindly explain under queue performance , what this means exactly. The pros/cons and best practices of leaving this check marked or unselected when exporting queue data. Thank you in advance! *If you scroll all the way down in the filters it will show FIRST QUEUE ( show ...

RE: Conditional Group Routing impacting FTE differentials

Posted By Wendy Dodson 04-26-2024 12:21
Found In Egroup: Workforce Engagement Management \ view thread
Is there an update on this question? Thank you. ------------------------------ Wendy Dodson Sedgwick Claims Management Services, Inc. ------------------------------

Agents view own adherence

Posted By Wendy Dodson 04-05-2024 12:07
Found In Egroup: Workforce Engagement Management \ view thread
Is there a way for the agents to view their own historical adherence. We are wanting them to be able to view daily, weekly and monthly adherence. Thank you in advance #Monitoring/Adherence ------------------------------ Wendy Dodson Sedgwick Claims Management Services, Inc. ----- ...

Best Practice for agents to return calls on next day with time zone restrictions.

Posted By Wendy Dodson 04-02-2024 13:15
Found In Egroup: Workforce Engagement Management \ view thread
Good Afternoon, What is the best practice for agents to return call backs the next day. We do not want them returning call backs to early or to late in the customers time zone. *Current work around would be to turn the call back utilization to zero for each agent until it is time to make call backs. ...

Inactive Agents Historical Adherence

Posted By Wendy Dodson 01-11-2024 13:24
Found In Egroup: Workforce Engagement Management \ view thread
Hello, I have set the inactive agent back to active to pull historical metrics. ( I will set them back as inactive once I get all of the required data exported) The agent is now showing up under Performance views and I am able to gather their "AHT, ACW" However under the historical adherence they are ...

Notifications to agents regarding breaks/lunch

Posted By Wendy Dodson 01-03-2024 11:56
Found In Egroup: Workforce Engagement Management \ view thread
Hello, is there a way to change the timing of notifications to agents for breaks/lunches. I believe currently they get the notification at the time of the activity. We would like to know if we can change that time to about 15 minutes before the event is to start. Thank you in advance. #Genesys Cloud ...

RE: Agent schedule View - Daylight Saving Time

Posted By Wendy Dodson 10-24-2023 10:55
Found In Egroup: Workforce Engagement Management \ view thread
Hello, Was there an updated to this? ------------------------------ Wendy Dodson Sedgwick Claims Management Services, Inc. ------------------------------

RE: Planned vs. Unplanned PTO

Posted By Wendy Dodson 10-13-2023 14:50
Found In Egroup: Workforce Engagement Management \ view thread
You can set up your activity codes based on planned and unplanned activity's - then when you pull your shrinkage report in genesys it will auto update by the activity code used in the schedules.. I have found Activity codes naming and configurations are key for shrinkage reports and adherence. Also, ...

Schedules Generate

Posted By Wendy Dodson 10-13-2023 13:28
Found In Egroup: Workforce Engagement Management \ view thread
If we have multiple management units (under the same Business unit ) and we want to Generate a schedule, are we able to publish just one managements unit at a time? The options when Generating are initially Save and Publish. Say Management unit A needs meetings added but Management unit B does not and ...

Alert rules

Posted By Wendy Dodson 08-08-2023 14:47
Found In Egroup: Workforce Engagement Management \ view thread
Hello, Has anyone found a work around on the Alert Rules to be able to add multiple agents at once? For example, Are we able to create an alert for an entire division or a work team? Thank you! #Workforce Management ------------------------------ Wendy Dodson Sedgwick Claims Management Services, ...

RE: Workforce management business unit and service goal template impact override settings new release questions

Posted By Wendy Dodson 07-26-2023 13:30
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you :) ------------------------------ Wendy Dodson Sedgwick Claims Management Services, Inc. ------------------------------

Please review Product Idea Labs idea- Add additional sorting features to schedules- Please vote!

Posted By Wendy Dodson 07-26-2023 13:28
Found In Egroup: Workforce Engagement Management \ view thread
Please review Product Idea Labs Idea-Add additional sorting features to schedules Click here to VOTE- WESCH-I-237-- Thank you!! :) "Adding an additional sorting feature to schedules like work patterns and work rotations would assist with planning. This would allow a better view ...

Workforce management business unit and service goal template impact override settings new release questions

Posted By Wendy Dodson 07-26-2023 13:19
Found In Egroup: Workforce Engagement Management \ view thread
The new release for business units under the scheduling Service Goal impact. I searched through the updated release and have not found a detailed answer. I would like detailed information regarding this change so I can have a solid understanding. I see our typical SL percent as been removed and now only ...

Workforce management business unit and service goal template impact override settings new release questions

Posted By Wendy Dodson 07-26-2023 12:46
Found In Egroup: Genesys Cloud - Main \ view thread
The new release for business units under the scheduling Service Goal impact. I searched through the updated release and have not found a detailed answer. I would like detailed information regarding this change so I can have a solid understanding. I see our typical SL percent as been removed and now only ...

Genesyscloud.exe- EXCEPTION

Posted By Wendy Dodson 04-27-2023 09:37
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We have agents receiving the error message above. Can anyone explain what this error message means along with a solution? Thank you in Advance! #SystemAdministration ------------------------------ Wendy Dodson Sedgwick Claims Management Services, Inc. ---------------------------- ...

Shift Bid

Posted By Wendy Dodson 04-03-2023 15:26
Found In Egroup: Workforce Engagement Management \ view thread
Hello, Do we have the option to create a shift bid? Can someone please point me in the correct direction on the work-around or process on creating the shift bid. Thank you #Workforce Management ------------------------------ Wendy Dodson Sedgwick Claims Management Services, Inc. ------- ...

RE: Queue Interval Report

Posted By Wendy Dodson 02-27-2023 15:14
Found In Egroup: Genesys Cloud - Main \ view thread
I am experiencing the same issue. I need all Queues to be included at each interval and would like to see week and month view as well. Did you find a work around for this? ------------------------------ Wendy Dodson Sedgwick Claims Management Services, Inc. ------------------------------