Genesys Cloud
Agents can view published schedules of their management unit

In a future release, Genesys Cloud will allow agents to have a read-only view of their management unit’s published schedules. This feature gives agents visibility into when their teammates are working, which helps with planning shift trades, managing handovers, and coordinating breaks. Previously, agents could only view their own published schedules. They had no way to see when their colleagues were working.

Why this is important

• Helps agents understand who they work alongside during a shift.
• Ensures ease in coordinating shift trades and handovers.
• Improves collaboration and daily planning within teams.