Emilio,
We implemented Genesys WFM in June 2003 after leaving TCS (aka Aspect). We have experienced significant issues with this product since implementation. Normal Call Center functionalities (i.e. applying exceptions, or scheduule swaps) are either missing, or do not function correctly. I have two engineering requests open with Genesys @ this time concerning the application of exceptions and break / meal scheduling. I also have numerous feature requests open with Genesys on various issues concerning this product.
I am enclosing a list of some of the more major problems we are experiencing for your reference. Long story short, we are 15 months post implementation and still cannot use the product in production.
1) Non-exclusive exceptions applied to shifts with configured breaks result in removal of the exception and application of a “Day Off” instead. (This has been identified by Genesys as a “flaw” in the core SWORD engine for WFM. Genesys has refused to fix this.)
2) Unable to apply exceptions to employees that work overnight (i.e. 10PM – 8 AM)
3) Schedules are unable to begin or end @ midnight. (Currently, our shifts, which end @ midnight, must be ended @ 23:45.)
4) Unable to apply exceptions, which have a positive effect on staffing. (i.e. Overtime).
5) Agents with the same schedule (i.e. 8AM – 5PM) are all assigned same break and lunch times resulting in significant staffing problems. (This also was identified as a “flaw” in the core SWORD engine beginning in version 6.5.104.02).
6) Unable to swap schedules for agents on different days. (i.e. Agent “A” ‘s Monday schedule and Agent “B” ‘s Saturday schedule)
If you would like more information, please contact me @ (918)-499-8492. |