Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: zeonjoseph on August 10, 2016, 06:08:26 AM
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HI
I am new to this forum so please do let me know if any specific instructions would help
I need help trying to get track some information using Genesys WFM 8.5
We have recently started with remote agents and need to display these agents differently on the schedules. The intent is to be able to do this for multiple consultants without having to manually insert something for each one of them (Probably the closest example would be a meeting planner/scheduler)
I have tried thinking of using task sequences or activity sets but that messes with my ability to forecast or count coverage/headcount for the main activity (Call taking)
Currently we have been marking schedules manually with marked time so that the activity remains the same and we can track consultants on remote working.
I would really appreciate any ideas around this
Regards
Zeon
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Perhaps change the remote workers naming conventions, so that you can filter them? Something like "RA_" as a prefix to the Person Name?
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or create new departments ?
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Replicate normal contracts with a unique contract icon if identifying them in the schedules is your only problem. Creating a separate department is probably best.
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Thank you so much for the help guys.
The consultants work from home on some of the days in the week. They still have a commitment to work onsite a couple of days.
Any ideas on how can the consultant (when checking their schedule) and us (from a reporting perspective) differentiate between when the schedule has them working from home and when they are on site
While currently marked time is my safest bet as it does not change the core activity (impacting forecasting and scheduling), the only drawback is there is no scheduler for something like marked time and it is a completely manual process