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  • A few ways, but probably the easiest is to go to the vertical view (three vertical dots at top of schedule), scroll to the agent, copy the entire shift (click on the day and then ctrl-C or whatever is appropriate for your OS), then select rows to past ...

  • Hi Cody, We are working on adding this to Genesys Cloud; we want to give users a staffing requirement forecast that reflects any changes they have made to their forecast or "scenarios." Currently, the staffing needs generation in GC is tied to the ...

  • But remember that, if you Reschedule to optimize the Breaks and Lunches, your "Required Staff with Shrinkage" changes, so you lose the historical forecasting information. If you had updated the forecast and wanted to be able to see what the staffing was ...

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    RE: Adherence Exceptions

    We manually adjust schedules all the time so it is not that we don't want to do the work. We know it is cumbersome. However, we don't want to replace the Lunch with Off Queue. That creates a whole other problem. We already have a 5 min buffer for ...

  • David, If you are adding an activity to a schedule, using the ideal time or now, I assume the question is "does the system reoptimize breaks/meals to meet the newest shrinkage addition" and the short answer is: no, it does not. The way to get the ...

  • Hey All, Check out the Communities first spotlight video getting to know our Communtiy Members (click on ther tile on the side panel 😊) Jacquie is a one of Genesys WEM customers and a great active member of the WEM Community, we appreciate you ...

  • Posted in: Genesys Casual

    In this new Genesys video series, we highlight some engaging personalities in the Genesys community. First up is Jacquie Turner, a community member who implemented a unique training program for her agents moving from PureCloud to Genesys Cloud. She also ...

  • Posted in: PureConnect

    When you look at an object's permissions (Default, Role, Workgroup or User) you can see where those are inherited from. So if you create a dummy user, add all Roles (and Workgroup, if necessary) to it then look at the permission, you will see a list ...

  • Posted in: Genesys Cloud

    Sure- some of our folks are seeing it like this and some like this and some are seeing it as you've screenshotted it above. The ones that are seeing it like my screenshots have refreshed with no changes. ------------------------------ ...

  • Posted in: PureConnect

    AFAIK, everything comes from Exchange (and is synchronized.) ------------------------------ Paul Simpson Views expressed are my own and do not necessarily reflect those of my employer. ------------------------------

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