Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

@Belinda Herrera, did this make it in to today's release? We don't see the changes yet. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Has this feature change been implemented?  We are running out of the AWS Canada region and still not seeing the changes.

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello Anthony,

Here are all of the pages in the Resource Center where we posted the banner.  The banner just states that the feature is temporarily disabled with a link back to this community page for updates.

• Navigate the schedule editor - https://rcstaging.wpengine.com/?p=58910
• Edit a schedule - https://rcstaging.wpengine.com/?p=56424
• View adherence information in the schedule editor - https://rcstaging.wpengine.com/?p=185465
• Review Scheduled, Required and Performance results, and daily summaries- https://rcstaging.wpengine.com/?p=75470
• Customize schedule display options - https://rcstaging.wpengine.com/?p=185445
• Export schedule information - https://rcstaging.wpengine.com/?p=142788

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

HI Belinda

It looks like your banner changes haven't made their way from your staging resource centre site into the public one. (ie what we can see).

Hello Anthony,

Here are all of the pages in the Resource Center where we posted the banner.  The banner just states that the feature is temporarily disabled with a link back to this community page for updates.

• Navigate the schedule editor - https://rcstaging.wpengine.com/?p=58910
• Edit a schedule - https://rcstaging.wpengine.com/?p=56424
• View adherence information in the schedule editor - https://rcstaging.wpengine.com/?p=185465
• Review Scheduled, Required and Performance results, and daily summaries- https://rcstaging.wpengine.com/?p=75470
• Customize schedule display options - https://rcstaging.wpengine.com/?p=185445
• Export schedule information - https://rcstaging.wpengine.com/?p=142788

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello Vaun,

The update should be there now.  Also, below are the correct links, the links I posted previously were incorrect.

• Navigate the schedule editor - https://help.mypurecloud.com/articles/navigate-schedule-editor/
• Edit a schedule - https://help.mypurecloud.com/articles/edit-a-new-wfm-schedule/
• View adherence information in the schedule editor - https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/
• Review Scheduled, Required and Performance results, and daily summaries - https://help.mypurecloud.com/articles/review-scheduled-required-and-performance-results-and-daily-summaries/
• Customize schedule display options - https://help.mypurecloud.com/articles/customize-schedule-display-options/
• Export schedule information - https://help.mypurecloud.com/articles/export-schedule-information/

HI Belinda

It looks like your banner changes haven't made their way from your staging resource centre site into the public one. (ie what we can see).

Hello Anthony,

Here are all of the pages in the Resource Center where we posted the banner.  The banner just states that the feature is temporarily disabled with a link back to this community page for updates.

• Navigate the schedule editor - https://rcstaging.wpengine.com/?p=58910
• Edit a schedule - https://rcstaging.wpengine.com/?p=56424
• View adherence information in the schedule editor - https://rcstaging.wpengine.com/?p=185465
• Review Scheduled, Required and Performance results, and daily summaries- https://rcstaging.wpengine.com/?p=75470
• Customize schedule display options - https://rcstaging.wpengine.com/?p=185445
• Export schedule information - https://rcstaging.wpengine.com/?p=142788

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello All,

Release Update: There has been much progress made since last week and we are getting closer to a resolution. I do not have a new estimated date for the release but I do think that I will be able to communicate that soon as like I mentioned, the team has made great progress. If anything changes this week I will post an update otherwise look for an update next week.

Hello Vaun,

The update should be there now.  Also, below are the correct links, the links I posted previously were incorrect.

• Navigate the schedule editor - https://help.mypurecloud.com/articles/navigate-schedule-editor/
• Edit a schedule - https://help.mypurecloud.com/articles/edit-a-new-wfm-schedule/
• View adherence information in the schedule editor - https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/
• Review Scheduled, Required and Performance results, and daily summaries - https://help.mypurecloud.com/articles/review-scheduled-required-and-performance-results-and-daily-summaries/
• Customize schedule display options - https://help.mypurecloud.com/articles/customize-schedule-display-options/
• Export schedule information - https://help.mypurecloud.com/articles/export-schedule-information/

HI Belinda

It looks like your banner changes haven't made their way from your staging resource centre site into the public one. (ie what we can see).

Hello Anthony,

Here are all of the pages in the Resource Center where we posted the banner.  The banner just states that the feature is temporarily disabled with a link back to this community page for updates.

• Navigate the schedule editor - https://rcstaging.wpengine.com/?p=58910
• Edit a schedule - https://rcstaging.wpengine.com/?p=56424
• View adherence information in the schedule editor - https://rcstaging.wpengine.com/?p=185465
• Review Scheduled, Required and Performance results, and daily summaries- https://rcstaging.wpengine.com/?p=75470
• Customize schedule display options - https://rcstaging.wpengine.com/?p=185445
• Export schedule information - https://rcstaging.wpengine.com/?p=142788

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello All,

Release Update: There has been much progress made since last week and we are getting closer to a resolution. I do not have a new estimated date for the release but I do think that I will be able to communicate that soon as like I mentioned, the team has made great progress. If anything changes this week I will post an update otherwise look for an update next week.

Hello Vaun,

The update should be there now.  Also, below are the correct links, the links I posted previously were incorrect.

• Navigate the schedule editor - https://help.mypurecloud.com/articles/navigate-schedule-editor/
• Edit a schedule - https://help.mypurecloud.com/articles/edit-a-new-wfm-schedule/
• View adherence information in the schedule editor - https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/
• Review Scheduled, Required and Performance results, and daily summaries - https://help.mypurecloud.com/articles/review-scheduled-required-and-performance-results-and-daily-summaries/
• Customize schedule display options - https://help.mypurecloud.com/articles/customize-schedule-display-options/
• Export schedule information - https://help.mypurecloud.com/articles/export-schedule-information/

HI Belinda

It looks like your banner changes haven't made their way from your staging resource centre site into the public one. (ie what we can see).

Hello Anthony,

Here are all of the pages in the Resource Center where we posted the banner.  The banner just states that the feature is temporarily disabled with a link back to this community page for updates.

• Navigate the schedule editor - https://rcstaging.wpengine.com/?p=58910
• Edit a schedule - https://rcstaging.wpengine.com/?p=56424
• View adherence information in the schedule editor - https://rcstaging.wpengine.com/?p=185465
• Review Scheduled, Required and Performance results, and daily summaries- https://rcstaging.wpengine.com/?p=75470
• Customize schedule display options - https://rcstaging.wpengine.com/?p=185445
• Export schedule information - https://rcstaging.wpengine.com/?p=142788

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello All,

Release Update: There has been much progress made since last week and we are getting closer to a resolution. I do not have a new estimated date for the release but I do think that I will be able to communicate that soon as like I mentioned, the team has made great progress. If anything changes this week I will post an update otherwise look for an update next week.

Hello Vaun,

The update should be there now.  Also, below are the correct links, the links I posted previously were incorrect.

• Navigate the schedule editor - https://help.mypurecloud.com/articles/navigate-schedule-editor/
• Edit a schedule - https://help.mypurecloud.com/articles/edit-a-new-wfm-schedule/
• View adherence information in the schedule editor - https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/
• Review Scheduled, Required and Performance results, and daily summaries - https://help.mypurecloud.com/articles/review-scheduled-required-and-performance-results-and-daily-summaries/
• Customize schedule display options - https://help.mypurecloud.com/articles/customize-schedule-display-options/
• Export schedule information - https://help.mypurecloud.com/articles/export-schedule-information/

HI Belinda

It looks like your banner changes haven't made their way from your staging resource centre site into the public one. (ie what we can see).

Hello Anthony,

Here are all of the pages in the Resource Center where we posted the banner.  The banner just states that the feature is temporarily disabled with a link back to this community page for updates.

• Navigate the schedule editor - https://rcstaging.wpengine.com/?p=58910
• Edit a schedule - https://rcstaging.wpengine.com/?p=56424
• View adherence information in the schedule editor - https://rcstaging.wpengine.com/?p=185465
• Review Scheduled, Required and Performance results, and daily summaries- https://rcstaging.wpengine.com/?p=75470
• Customize schedule display options - https://rcstaging.wpengine.com/?p=185445
• Export schedule information - https://rcstaging.wpengine.com/?p=142788

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hello All,

Release Update: We are continuing to work on getting this issue resolved and getting this feature released.  More progress is made every day but I still do not have a new release date to share.  As soon as we have a date we feel confident about I will post it here.  

Thank you.

Hello All,

Release Update: There has been much progress made since last week and we are getting closer to a resolution. I do not have a new estimated date for the release but I do think that I will be able to communicate that soon as like I mentioned, the team has made great progress. If anything changes this week I will post an update otherwise look for an update next week.

Hello Vaun,

The update should be there now.  Also, below are the correct links, the links I posted previously were incorrect.

• Navigate the schedule editor - https://help.mypurecloud.com/articles/navigate-schedule-editor/
• Edit a schedule - https://help.mypurecloud.com/articles/edit-a-new-wfm-schedule/
• View adherence information in the schedule editor - https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/
• Review Scheduled, Required and Performance results, and daily summaries - https://help.mypurecloud.com/articles/review-scheduled-required-and-performance-results-and-daily-summaries/
• Customize schedule display options - https://help.mypurecloud.com/articles/customize-schedule-display-options/
• Export schedule information - https://help.mypurecloud.com/articles/export-schedule-information/

HI Belinda

It looks like your banner changes haven't made their way from your staging resource centre site into the public one. (ie what we can see).

Hello Anthony,

Here are all of the pages in the Resource Center where we posted the banner.  The banner just states that the feature is temporarily disabled with a link back to this community page for updates.

• Navigate the schedule editor - https://rcstaging.wpengine.com/?p=58910
• Edit a schedule - https://rcstaging.wpengine.com/?p=56424
• View adherence information in the schedule editor - https://rcstaging.wpengine.com/?p=185465
• Review Scheduled, Required and Performance results, and daily summaries- https://rcstaging.wpengine.com/?p=75470
• Customize schedule display options - https://rcstaging.wpengine.com/?p=185445
• Export schedule information - https://rcstaging.wpengine.com/?p=142788

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Release Update: I am happy to announce that we can now share a new release date.  We are targeting 3/13/2024 for the release.  I will continue to post updates here every week until it's released.

Thank you,

Hello All,

Release Update: We are continuing to work on getting this issue resolved and getting this feature released.  More progress is made every day but I still do not have a new release date to share.  As soon as we have a date we feel confident about I will post it here.  

Thank you.

Hello All,

Release Update: There has been much progress made since last week and we are getting closer to a resolution. I do not have a new estimated date for the release but I do think that I will be able to communicate that soon as like I mentioned, the team has made great progress. If anything changes this week I will post an update otherwise look for an update next week.

Hello Vaun,

The update should be there now.  Also, below are the correct links, the links I posted previously were incorrect.

• Navigate the schedule editor - https://help.mypurecloud.com/articles/navigate-schedule-editor/
• Edit a schedule - https://help.mypurecloud.com/articles/edit-a-new-wfm-schedule/
• View adherence information in the schedule editor - https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/
• Review Scheduled, Required and Performance results, and daily summaries - https://help.mypurecloud.com/articles/review-scheduled-required-and-performance-results-and-daily-summaries/
• Customize schedule display options - https://help.mypurecloud.com/articles/customize-schedule-display-options/
• Export schedule information - https://help.mypurecloud.com/articles/export-schedule-information/

HI Belinda

It looks like your banner changes haven't made their way from your staging resource centre site into the public one. (ie what we can see).

Hello Anthony,

Here are all of the pages in the Resource Center where we posted the banner.  The banner just states that the feature is temporarily disabled with a link back to this community page for updates.

• Navigate the schedule editor - https://rcstaging.wpengine.com/?p=58910
• Edit a schedule - https://rcstaging.wpengine.com/?p=56424
• View adherence information in the schedule editor - https://rcstaging.wpengine.com/?p=185465
• Review Scheduled, Required and Performance results, and daily summaries- https://rcstaging.wpengine.com/?p=75470
• Customize schedule display options - https://rcstaging.wpengine.com/?p=185445
• Export schedule information - https://rcstaging.wpengine.com/?p=142788

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast

As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.

The Performance data can be displayed by Media Type.

#WorkforceManagement
#Scheduling

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Release Update: I am happy to announce that we can now share a new release date.  We are targeting 3/13/2024 for the release.  I will continue to post updates here every week until it's released.

Thank you,

Hello All,

Release Update: We are continuing to work on getting this issue resolved and getting this feature released.  More progress is made every day but I still do not have a new release date to share.  As soon as we have a date we feel confident about I will post it here.  

Thank you.

Hello All,

Release Update: There has been much progress made since last week and we are getting closer to a resolution. I do not have a new estimated date for the release but I do think that I will be able to communicate that soon as like I mentioned, the team has made great progress. If anything changes this week I will post an update otherwise look for an update next week.

Hello Vaun,

The update should be there now.  Also, below are the correct links, the links I posted previously were incorrect.

• Navigate the schedule editor - https://help.mypurecloud.com/articles/navigate-schedule-editor/
• Edit a schedule - https://help.mypurecloud.com/articles/edit-a-new-wfm-schedule/
• View adherence information in the schedule editor - https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/
• Review Scheduled, Required and Performance results, and daily summaries - https://help.mypurecloud.com/articles/review-scheduled-required-and-performance-results-and-daily-summaries/
• Customize schedule display options - https://help.mypurecloud.com/articles/customize-schedule-display-options/
• Export schedule information - https://help.mypurecloud.com/articles/export-schedule-information/

HI Belinda

It looks like your banner changes haven't made their way from your staging resource centre site into the public one. (ie what we can see).

Hello Anthony,

Here are all of the pages in the Resource Center where we posted the banner.  The banner just states that the feature is temporarily disabled with a link back to this community page for updates.

• Navigate the schedule editor - https://rcstaging.wpengine.com/?p=58910
• Edit a schedule - https://rcstaging.wpengine.com/?p=56424
• View adherence information in the schedule editor - https://rcstaging.wpengine.com/?p=185465
• Review Scheduled, Required and Performance results, and daily summaries- https://rcstaging.wpengine.com/?p=75470
• Customize schedule display options - https://rcstaging.wpengine.com/?p=185445
• Export schedule information - https://rcstaging.wpengine.com/?p=142788

Hello Belinda,

Where can I find the banner please?  Can you provide a link or a note of how to find the banner?  Thank you!

Anthony

Hi Vaun,

A banner was posted in the Resource Center on the pages for this feature earlier today.  Sorry for not posting it sooner but it's there now.

Thanks!

Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature?  Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)

Hello,

Unfortunately, I still don't have an estimated date for deployment.  We are continuing to do additional testing to ensure that everything is ready for deployment.  We are currently trying another solution and then will run more test against that solution.  Once we have the results of that testing we will have a better idea of where we are.  I will continue to post updates here as I get them. 

Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.

 Thank you,

Hello,

We are still actively working on finding the solution so that we can deploy this feature as soon as possible.  I can confirm that a lot of progress has been made and we're close to getting a resolution.  Some additional testing is needed at this point to ensure we are ready to deploy.  I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.  

Release Update.  During the deployment of this feature we ran into an unintended delay.  We are working on resolving the issue as quickly as possible.  I will post an update as soon as I have more information and an estimated timeframe.

Thank you for your understanding and I apologize for the delay. 

Hello All,

Release date update.  There's been another slight delay so the new GA date for this is 1/17/2024.

Thank you.

Hello All,

We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks.  The new GA date for this is now 12/13/2023.  Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.

Thank you.

Is this still planned for this week's release? 

Hello Heather,

The GA date for this change is November 29th.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager

Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

This is fantastic. Can you tell us when to expect the changes?

------------------------------
Heather Henderson
Sabio Ltd

Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View

Hello Everyone,

We will be making some changes to the data that is displayed in the bottom section of the Schedules screen.  This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments.  You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:

• The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance 
• There will be a new Required section
  • The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
  • New metrics will be added
    • Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
    • Adjusted Difference - difference between Scheduled and Adjusted Required Staff
    • Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
    • Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
• There will be a new Performance section
  • New metrics will be added
    • Service Level % - the expected Service Level based on the most recent Volume and AHT forecast 
    • Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
    • Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast