Hello Genesys Community,

 

 I wanted to spark a discussion regarding the reporting capabilities within the Genesys WFM (Workforce Management) Cloud Solution.  it's essential that reporting tools are robust and can provide insights to make informed decisions.

 

To kick off this conversation, I've taken a closer look at the current scope of reports available in the Genesys WFM Cloud Solution. Here are some observations:

 

1. Agent Performance Reports: These reports provide valuable insights into agent productivity, adherence to schedules, and overall performance. However, there might be room for enhancement in terms of customizable metrics and more granular detail.

 

2. Schedule Adherence Reports: Monitoring schedule adherence is crucial for maintaining operational efficiency. It would be beneficial to have enhanced visualization options and improvement in real-time tracking capabilities. 

 

3. Forecast Accuracy Report: Accurate forecasting is the cornerstone of effective workforce management. Enhancements in this area could include predictive analytics and trend analysis to improve forecast accuracy over time.

 

4. Time-Off Management Reports: Managing time-off requests and ensuring adequate coverage is essential for smooth operations. Enhanced reporting capabilities in this area could include predictive modeling for time-off trends and insights into the impact of time-off on service levels.

 

5. Intraday Management Reports: Real-time visibility into intraday performance is vital for making proactive adjustments to schedules and staffing levels. Improvements in this area could involve customizable dashboards and alerts for key performance indicators.

 

6. Custom Reports: While the Genesys WFM Cloud Solution offers a range of pre-built reports, there may be specific reporting needs unique to each organization. Enhancements in custom reporting capabilities, such as drag-and-drop report builders and advanced filtering options, could empower organizations to extract insights tailored to their requirements.

 

I invite fellow community members to share their thoughts and experiences regarding the reporting capabilities in the Genesys WFM Cloud Solution. 

#Reports

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Ehsan Khan

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Hi Ehsan, 

thanks for starting this conversation, reporting is something that we are always looking to build on.

Please take some time to view the reporting Ideas suggested within Ideas' Lab Export and Reporting.

While here you can add your thoughts and vote to existing ideas or suggest your requests, this will help us prioritise future enhancements and features.

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Original Message:
Sent: 05-02-2024 10:20
From: Ehsan Khan
Subject: Enhancing Reporting Capabilities in Genesys WFM Cloud Solution

Hello Genesys Community,

 

 I wanted to spark a discussion regarding the reporting capabilities within the Genesys WFM (Workforce Management) Cloud Solution.  it's essential that reporting tools are robust and can provide insights to make informed decisions.

 

To kick off this conversation, I've taken a closer look at the current scope of reports available in the Genesys WFM Cloud Solution. Here are some observations:

 

1. Agent Performance Reports: These reports provide valuable insights into agent productivity, adherence to schedules, and overall performance. However, there might be room for enhancement in terms of customizable metrics and more granular detail.

 

2. Schedule Adherence Reports: Monitoring schedule adherence is crucial for maintaining operational efficiency. It would be beneficial to have enhanced visualization options and improvement in real-time tracking capabilities. 

 

3. Forecast Accuracy Report: Accurate forecasting is the cornerstone of effective workforce management. Enhancements in this area could include predictive analytics and trend analysis to improve forecast accuracy over time.

 

4. Time-Off Management Reports: Managing time-off requests and ensuring adequate coverage is essential for smooth operations. Enhanced reporting capabilities in this area could include predictive modeling for time-off trends and insights into the impact of time-off on service levels.

 

5. Intraday Management Reports: Real-time visibility into intraday performance is vital for making proactive adjustments to schedules and staffing levels. Improvements in this area could involve customizable dashboards and alerts for key performance indicators.

 

6. Custom Reports: While the Genesys WFM Cloud Solution offers a range of pre-built reports, there may be specific reporting needs unique to each organization. Enhancements in custom reporting capabilities, such as drag-and-drop report builders and advanced filtering options, could empower organizations to extract insights tailored to their requirements.

 

I invite fellow community members to share their thoughts and experiences regarding the reporting capabilities in the Genesys WFM Cloud Solution. 

#Reports

------------------------------
Ehsan Khan

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