Workforce Engagement Management

Hello 

There is new feature (releasing in future release) which will allow agents to see their own adherence for the current day and previous days, including scheduled activities, actual activities, and any exceptions in a new widget. Is it possible if someone from product team can share screenshot on how it will look like as well as permissions to toggle this capability for different user groups?

Thanks in advance. 

Announcement - https://help.mypurecloud.com/announcements/agents-can-view-published-schedules-of-their-management-unit/

#Intraday,Shrinkage,Adherence
#WFMConfiguration,BestPractices

------------------------------
Darshan
------------------------------

this is great news.
Tks 

Hello 

There is new feature (releasing in future release) which will allow agents to see their own adherence for the current day and previous days, including scheduled activities, actual activities, and any exceptions in a new widget. Is it possible if someone from product team can share screenshot on how it will look like as well as permissions to toggle this capability for different user groups?

Thanks in advance. 

Announcement - https://help.mypurecloud.com/announcements/agents-can-view-published-schedules-of-their-management-unit/

#Intraday,Shrinkage,Adherence
#WFMConfiguration,BestPractices

------------------------------
Darshan
------------------------------

Hello 

There is new feature (releasing in future release) which will allow agents to see their own adherence for the current day and previous days, including scheduled activities, actual activities, and any exceptions in a new widget. Is it possible if someone from product team can share screenshot on how it will look like as well as permissions to toggle this capability for different user groups?

Thanks in advance. 

Announcement - https://help.mypurecloud.com/announcements/agents-can-view-published-schedules-of-their-management-unit/

#Intraday,Shrinkage,Adherence
#WFMConfiguration,BestPractices

------------------------------
Darshan
------------------------------

It is unfortunate that the release is happening without letting end user know of its impact and how admin can toggle this off/on. I'd really appreciate more info on this.

Hello 

There is new feature (releasing in future release) which will allow agents to see their own adherence for the current day and previous days, including scheduled activities, actual activities, and any exceptions in a new widget. Is it possible if someone from product team can share screenshot on how it will look like as well as permissions to toggle this capability for different user groups?

Thanks in advance. 

Announcement - https://help.mypurecloud.com/announcements/agents-can-view-published-schedules-of-their-management-unit/

#Intraday,Shrinkage,Adherence
#WFMConfiguration,BestPractices

------------------------------
Darshan
------------------------------

Hi @Darshan Dave,

I beleive this will be due for release next week, typcially on Monday 17th November it will appear in the release note with details on the permissions you need to activate or deactivate should you wish to or not wish to use it. I know this only means you have a few days but most of the time Genesys release items that are not mandatory, they release them not activated and leave that to each business to play around with and then decide wether they wish to utilise it. Hopefully someone from Genesys can confirm this but hope this helps for now. 

Please note that the roadmap says due for release on 11/17/2025 but these dates are flexible. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-13-2025 16:27
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

It is unfortunate that the release is happening without letting end user know of its impact and how admin can toggle this off/on. I'd really appreciate more info on this.

------------------------------
Darshan

Original Message:
Sent: 10-30-2025 13:59
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

Hello 

There is new feature (releasing in future release) which will allow agents to see their own adherence for the current day and previous days, including scheduled activities, actual activities, and any exceptions in a new widget. Is it possible if someone from product team can share screenshot on how it will look like as well as permissions to toggle this capability for different user groups?

Thanks in advance. 

Announcement - https://help.mypurecloud.com/announcements/agents-can-view-published-schedules-of-their-management-unit/

#Intraday,Shrinkage,Adherence
#WFMConfiguration,BestPractices

------------------------------
Darshan
------------------------------

Thanks Mike for your comment. The fact is that when you are working with critical public services and multi-client environment, it is a "risk" until official communication on administrative controls is published. Sadly, it has been like that most of the time. I really hope the Genesys product team provides concrete answer on future state and when it comes to UI related changes, this is the least we expect from the vendor:

• More details on the change and its impact to the agent / end user.
• What does it look like? What are different metrics/KPIs available?
• Will this new widget be showing up on "Overview" / Activity page next week automatically and how an admin can disable it without affecting existing view? 
• If not, what are permissions to enable it if there is interest?

The "Coming Soon" page summary may not be sufficient in all cases as the feature has to go through change management process (communications, operational readiness, risk/impacts etc.) within 2 days.

------------------------------
Darshan

Original Message:
Sent: 11-14-2025 05:17
From: Mike Morris
Subject: Allow agents to see their adherence - New adherence widget

Hi @Darshan Dave,

I beleive this will be due for release next week, typcially on Monday 17th November it will appear in the release note with details on the permissions you need to activate or deactivate should you wish to or not wish to use it. I know this only means you have a few days but most of the time Genesys release items that are not mandatory, they release them not activated and leave that to each business to play around with and then decide wether they wish to utilise it. Hopefully someone from Genesys can confirm this but hope this helps for now. 

Please note that the roadmap says due for release on 11/17/2025 but these dates are flexible. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-13-2025 16:27
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

It is unfortunate that the release is happening without letting end user know of its impact and how admin can toggle this off/on. I'd really appreciate more info on this.

------------------------------
Darshan

Original Message:
Sent: 10-30-2025 13:59
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

Hello 

There is new feature (releasing in future release) which will allow agents to see their own adherence for the current day and previous days, including scheduled activities, actual activities, and any exceptions in a new widget. Is it possible if someone from product team can share screenshot on how it will look like as well as permissions to toggle this capability for different user groups?

Thanks in advance. 

Announcement - https://help.mypurecloud.com/announcements/agents-can-view-published-schedules-of-their-management-unit/

#Intraday,Shrinkage,Adherence
#WFMConfiguration,BestPractices

------------------------------
Darshan
------------------------------

Hello @Darshan Dave,

Please see the community post here https://community.genesys.com/discussion/new-release-adherence-widget-in-agent-overview that provides a lot more detail.

Thanks!

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

Original Message:
Sent: 11-14-2025 11:31
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

Thanks Mike for your comment. The fact is that when you are working with critical public services and multi-client environment, it is a "risk" until official communication on administrative controls is published. Sadly, it has been like that most of the time. I really hope the Genesys product team provides concrete answer on future state and when it comes to UI related changes, this is the least we expect from the vendor:

• More details on the change and its impact to the agent / end user.
• What does it look like? What are different metrics/KPIs available?
• Will this new widget be showing up on "Overview" / Activity page next week automatically and how an admin can disable it without affecting existing view? 
• If not, what are permissions to enable it if there is interest?

The "Coming Soon" page summary may not be sufficient in all cases as the feature has to go through change management process (communications, operational readiness, risk/impacts etc.) within 2 days.

------------------------------
Darshan

Original Message:
Sent: 11-14-2025 05:17
From: Mike Morris
Subject: Allow agents to see their adherence - New adherence widget

Hi @Darshan Dave,

I beleive this will be due for release next week, typcially on Monday 17th November it will appear in the release note with details on the permissions you need to activate or deactivate should you wish to or not wish to use it. I know this only means you have a few days but most of the time Genesys release items that are not mandatory, they release them not activated and leave that to each business to play around with and then decide wether they wish to utilise it. Hopefully someone from Genesys can confirm this but hope this helps for now. 

Please note that the roadmap says due for release on 11/17/2025 but these dates are flexible. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-13-2025 16:27
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

It is unfortunate that the release is happening without letting end user know of its impact and how admin can toggle this off/on. I'd really appreciate more info on this.

------------------------------
Darshan

Original Message:
Sent: 10-30-2025 13:59
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

Hello 

There is new feature (releasing in future release) which will allow agents to see their own adherence for the current day and previous days, including scheduled activities, actual activities, and any exceptions in a new widget. Is it possible if someone from product team can share screenshot on how it will look like as well as permissions to toggle this capability for different user groups?

Thanks in advance. 

Announcement - https://help.mypurecloud.com/announcements/agents-can-view-published-schedules-of-their-management-unit/

#Intraday,Shrinkage,Adherence
#WFMConfiguration,BestPractices

------------------------------
Darshan
------------------------------

Thanks @Belinda Herrera . It was very timely. 

Could you confirm if this widget is visible at time of release or new permissions applied to agent/user default role? Does the Admin have to enable this for specific roles for user to see new widget?

------------------------------
Darshan

Original Message:
Sent: 11-14-2025 17:24
From: Belinda Herrera
Subject: Allow agents to see their adherence - New adherence widget

Hello @Darshan Dave,

Please see the community post here https://community.genesys.com/discussion/new-release-adherence-widget-in-agent-overview that provides a lot more detail.

Thanks!

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

Original Message:
Sent: 11-14-2025 11:31
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

Thanks Mike for your comment. The fact is that when you are working with critical public services and multi-client environment, it is a "risk" until official communication on administrative controls is published. Sadly, it has been like that most of the time. I really hope the Genesys product team provides concrete answer on future state and when it comes to UI related changes, this is the least we expect from the vendor:

• More details on the change and its impact to the agent / end user.
• What does it look like? What are different metrics/KPIs available?
• Will this new widget be showing up on "Overview" / Activity page next week automatically and how an admin can disable it without affecting existing view? 
• If not, what are permissions to enable it if there is interest?

The "Coming Soon" page summary may not be sufficient in all cases as the feature has to go through change management process (communications, operational readiness, risk/impacts etc.) within 2 days.

------------------------------
Darshan

Original Message:
Sent: 11-14-2025 05:17
From: Mike Morris
Subject: Allow agents to see their adherence - New adherence widget

Hi @Darshan Dave,

I beleive this will be due for release next week, typcially on Monday 17th November it will appear in the release note with details on the permissions you need to activate or deactivate should you wish to or not wish to use it. I know this only means you have a few days but most of the time Genesys release items that are not mandatory, they release them not activated and leave that to each business to play around with and then decide wether they wish to utilise it. Hopefully someone from Genesys can confirm this but hope this helps for now. 

Please note that the roadmap says due for release on 11/17/2025 but these dates are flexible. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-13-2025 16:27
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

It is unfortunate that the release is happening without letting end user know of its impact and how admin can toggle this off/on. I'd really appreciate more info on this.

------------------------------
Darshan

Original Message:
Sent: 10-30-2025 13:59
From: Darshan Dave
Subject: Allow agents to see their adherence - New adherence widget

Hello 

There is new feature (releasing in future release) which will allow agents to see their own adherence for the current day and previous days, including scheduled activities, actual activities, and any exceptions in a new widget. Is it possible if someone from product team can share screenshot on how it will look like as well as permissions to toggle this capability for different user groups?

Thanks in advance. 

Announcement - https://help.mypurecloud.com/announcements/agents-can-view-published-schedules-of-their-management-unit/

#Intraday,Shrinkage,Adherence
#WFMConfiguration,BestPractices

------------------------------
Darshan
------------------------------