More great comments/requests @Shelby Cronk . While I can't speak to all of them I've tried to answer the Scheduling questions as best as I can.
- Do we anticipate an "overtime pick-up" option; forecast demands more agents than traditionally working that schedule, can offer overtime shifts for agents to pick up?
While it is not an Overtime solution the Alternative Shifts, currently in progress with an end-of-year target release date, will allow employees to pick up shifts where they have not been scheduled for their maximum paid hours for the week. As we evolve and build on this we'll be looking to build out a full Overtime request/management process. Below is the link to the Alternative Shifts idea.
https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-70
- Is there a way to have the WFM schedule select only ONE weekend day for the agent to work?
At the moment no, although we are looking to improve shift fairness, rotation of shift types and monthly constraints. While we work on the future road map and where these features sit within it please take a look at the monthly scheduling idea and add your comments to the conversation at https://genesyscloud.ideas.aha.io/ideas/WEM-I-90
- How would your recommend accounting for monthly meetings vs. weekly if an org doesn't want to ad hoc schedule?
We are currently building a new Activity Planning tool that will enable you to schedule reoccurring Activities such as:
- One to ones – 1 every 4 weeks
- Weekly briefing
- Coaching– 30 mins a week
- Training – 60 mins every 2 weeks
The Activity Plan will enable you to select:
- The Attendees
- Individual / Group session
- Facilitated or Not Facilitated
- Select who can run the session
- When the initial sessions should be scheduled
- How often do they recure going forward
You can follow the progress and join the conversation in the Ideas Lab - https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-72
- Any chance of getting a "closed dates" option for scheduling where the system can auto-anticipate 0 volume for closed days? Any current solution other than manually zeroing the forecast for holidays?
- Can we schedule any WFM Exports like forecasts/schedules/time off?
Neither of these is currently being considered/researched. To help us in this process please consider logging your ideas in the Ideas Lab or up-voting and commenting on existing ideas
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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Original Message:
Sent: 05-02-2023 14:23
From: Shelby Cronk
Subject: WEM Questions for the Q&A Show?
- Do we an anticipate an "overtime pick-up" option; forecast demands more agents than traditionally working that schedule, can offer overtime shifts for agents to pick up?
- Will there be fully-automated evaluation forms? Ability to add assistances to more than one answer within a question (yes if it includes these topics, no if it doesn't) and auto submission options?
- Add version numbers automatically to a form name so we can tell when a form changed in our form filter option without having to recreate the form?
- Group and Question-level evaluation reporting has been on the roadmap for a while, where are we at with that? Get asked about this constantly and have some QA Teams who opt to stay on their current solution because of our lack of this.
- Will we be adding any "select all of the following" options to evaluation questions? currently are all one-possible-answer questions. Not a great solution for things like "Which 3 items did the agent verify"
- Is there going to be a solution for "root cause analysis?" Goes hand and hand with the above bullet, but another item a lot of QA teams are looking for.
- Are we getting any "free text field" questions? Can we REQUIRE overall evaluation comments?
- can you tell us anything about the dispute functionality that is supposed to be coming out? Will this include a notification to evaluator and/or the agent's supervisor once the agent has acknowledged the evaluation and maybe added their own comments?
- What solutions do we have to evaluation a certain number of calls per agent per month without it being front-loaded; we may already have a solution for this, curious to know what it is.
- Will we be able to auto-assign evaluations by speech & text topic or phrase? email subject lines?
- Any hopes of separating Evaluation/Calibration policies from other policies or making them permission based so QA Admins don't also have the ability to turn recording on/off?
- Can the QA team be notified/alerted in any way if the agent flags a call? (i know we can add a column on the interactions views, but want an alert)
- What other gamification metrics can we expect this year? Anything in relation to wrap-up code selection vs. system assigned ININ-Wrapup-Timeout?
- Really any gamification best practices would be good to hear.
- Can we export scorecard summaries for agents?
- Sentiment feedback, is there anywhere the "out of the box" Sentiment scores are located? How can we tell which phrases the systems assumes positive vs. negative?
- Does the system differentiate sentiment scores based on whether the customer or agent says it?
- Is there a way to have the WFM schedule select only ONE weekend day for the agent to work?
- How would your recommend accounting for monthly meetings vs. weekly if an org doesn't want to ad hoc schedule?
- Any chance of getting a "closed dates" option for scheduling where the system can auto-anticipate 0 volume for closed days? Any current solution other than manually zeroing the forecast for holidays?
- Any way to have auto-best forecasts run on a schedule/automatically? Same with Schedules?
- Can we schedule any WFM Exports like forecasts/schedules/time off?
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Shelby Cronk
ConvergeOne, Inc.
Original Message:
Sent: 05-01-2023 12:56
From: Matt Lawson
Subject: WEM Questions for the Q&A Show?
Hey Everyone,
The Genesys Community's Q&A Show is dedicating an episode to WEM May! We want to know: What WEM, WFO, or WFM questions or topics would you like our panel to discuss?
The plan is to record the episode at the end of the month, so you have a few weeks to get questions in. Just reply to this discussion post or send us an email.
Want to review our previous content? Check out our YouTube channel, and don't forget the WEM Community's series "Let Me Pick Your Brain".
Cheers,
Matt
#Unsure/Other
#GenesysCloudCXQAEpisode
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Matt Lawson
Genesys - Employees
Online Community Manager
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