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]

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 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 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]

If I log into Collaborate for Android, do I need to log in to Genesys Tempo™ for Android separately?

No, when you log into Collaborate, you also log into Tempo.

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 difference between Weighted Historical Index with Source Data and the Import Forecast creation methods in short-term forecasting?

While both of these creation method options allow you to import a… [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 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 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]

When should I configure weekly constraints, weekend constraints and general constraints in my work plan?

These constraints are optional and are used only when you need to… [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]