FAQs: Workforce Management

Can I build a six-week schedule from six different weighted historical index forecasts?

Unfortunately, no not at this time. A single schedule can be created… [More]

Can I change the activity length from the shift view?

In the shift view, hover at the beginning or end of an… [More]

Can I schedule more agents than assigned to concurrent licenses?

Yes, this is possible, provided that the users have the appropriate permissions… [More]

Can I still modify an existing published schedule?

Yes, you can modify or edit existing schedules just like you could… [More]

Can I still modify Average Talk Time and Average After Call Work time in my forecast?

Modifications for AHT components have been consolidated to the AHT level instead… [More]

Do I need to configure anything new to use workforce management after the new features are generally available?

New features are generally available and automatically migrated on May 6, 2020…. [More]

Does use of Genesys Tempo™ for Android impact billing for customer who use by-the-hour pricing?

No, Genesys Tempo users are not treated as logged in when they… [More]

How can I check for available updates for Genesys Tempo™ for Android?

To check the version of Temp for Android that you have, do… [More]

How do I import history to use in a weighted historical index forecast?

Within the Add Short-Term Forecast user interface there are four Creation Method… [More]

How do I logout of Genesys Tempo™ for Android?

Tap Settings, and then tap Logout.

How do I modify the reporting structure in the Hierarchy Tree view?

To modify the reporting structure as it appears in the Hierarchy Tree… [More]

How do I preview a shift with flexible start times?

When you set a shift’s start time, you can optionally allow for… [More]

How do I request time off with Genesys Tempo™ for Android?

Tap +. The Create Request window opens. To request a whole day,… [More]

How do I see which agents are not configured for any planning groups in the business unit?

To view agents that cannot handle planning groups, go to Configuration >… [More]

How do I use Genesys Tempo™ for Android to create a time-off request with non-sequential dates?

Currently, Genesys Tempo does not support the ability to create time-off requests… [More]

How do I view my schedule with Genesys Tempo™ for Android?

Tap Schedule. The month appears in the top pane. Tap the date… [More]

How do I view my time off with Genesys Tempo™ for Android?

Tap Time Off. The Summary tab appears. This tab displays your pending… [More]

How do I view the documentation for Genesys Tempo™ for Android?

Tap Settings. Then tap FAQ. You can also view the FAQs on… [More]

How does the new short-term forecasting creation method work?

The new Creation Method > Import Forecast feature in Workforce Management allows… [More]

How is the Minimum Consecutive Time Off Per Week work plan weekly constraint used?

This feature is used to set a minimum block of time, once… [More]

What are the new workforce management features

Six new features were made generally available on May 6, 2020.  Business… [More]

What do the empty boxes before an activity represent?

An activity with a flexible start time is represented by outlined increments… [More]

What does the lock icon represent?

The lock icon next to an activity indicates that the activity is… [More]

What does the marked out currency symbol represent?

The currency icon with a slash next to an activity indicates that… [More]

What happens to an agent’s schedule and history if they move management units?

When you move an agent from one management unit to another, the… [More]

What is the difference between the single week view and the multiple weeks view in forecasting?

The single week view is carried over from the previous version of… [More]

What is the maximum length for a short-term forecast?

Depending on the Creation Method selected, short term forecasts can be from… [More]

What is the relationship between route paths, service goal templates and planning groups?

The term Route Path refers to a combination of attributes on an… [More]

What is the workforce management agent limit per management unit?

With the introduction of the business unit feature, the scheduling capabilities in… [More]

What method should I choose when I create a short-term forecast?

Workforce management has four creation method options when creating a short-term forecast…. [More]

What notifications do I receive with Genesys Tempo™

Genesys Tempo includes schedule notifications when a schedule is added, changed, or… [More]

What schedule items can I see with Genesys Tempo™ for Android?

You can see your shift and activities for the shift. You can… [More]

What schedules can I see with Genesys Tempo™ for Android?

Tempo for Android offers month and day views. It can display up… [More]

What should I do when new workforce management features release?

Genesys automatically migrates customers for each organization that use workforce management. The… [More]

When configuring or editing a shift, how does the system use the Days Off rule?

This setting has two options when enabled for the shift: Next Day… [More]

When should I configure a planning period and utilize planning period constraints?

Planning period is an optional feature and should be used when you… [More]

Where can I find answers to frequently-asked questions about Genesys Tempo for Android?

You can find a list of FAQs for Genesys Tempo for Android… [More]

Where can I find answers to frequently-asked questions about Genesys Tempo for iOS?

You can find a list of FAQs for Genesys Tempo for iOS… [More]

Why are intraday monitoring actuals lower than I expect to see?

If actuals appear low in the intraday monitoring view, it could be… [More]

Why are staffing requirements higher or lower than expected?

Workforce management can predict a higher or lower than expected staffing requirements… [More]

Why doesn’t intraday monitoring show the number of scheduled agents that I expect?

Intraday scheduled agents are based on the agent’s current capabilities and whether… [More]

Why is there a “Sync Changes” button for agents in a planning group?

Workforce management automatically syncs changes every four hours.  If queue membership changes… [More]

Will my existing schedules still work after the new workforce management features are released?

Yes, existing schedules are still in place but are now associated with… [More]