This is a Cheat Sheet of the Genesys Work Modes for all staff to follow!
This is really important to follow, so that we have a better understanding of the team’s availability at any given time! The expectation is that if you are not engaging in any of the below, that you are ‘on queue’, and ready to receive inbound enquiries.
As a result, at the start of every day regardless of the channel that you are working on, you must log into Genesys. The following definitions apply:
| Available | If you are doing a rostered ‘activity’ that’s not Phones/Chat (e.g. Counters, Concierge, SMP Enquiries) |
|---|---|
| Break | When you are on your 15 min break when WFH |
| Meal | When you are taking your rostered lunch break |
| Meeting | When in a Team Meeting or 1 on 1 catchup |
| Busy | When completing follow ups and/or post conversation work (e.g. sending a follow-up email after a phone call, handling an escalation, calling someone back) |
| Away | When taking an unscheduled off-queue break (e.g. bathroom, getting water etc) |
<aside> 🚨 REMEMBER: If you are on counters, the only statuses you will need to use are AVAILABLE, MEAL, MEETING, and AWAY. There is no need to use ‘Break’ as this applies to WFH small breaks, and there is no need to use ‘Busy’ as this is accounted for by the ‘Available’ status when on counters.
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Note - if you're marked as 'busy' or 'away' for more than 10 minutes, especially when we've got customers waiting, your supervisor might reach out to you. It's not because we're trying to track your every move – we just want to make sure we've got enough people available to keep those wait times down.
If you think you'll be unavailable for a while and you notice even a small queue building up, it'd be helpful if you could give your supervisor a heads-up. This way, we can shuffle things around if needed and keep our service running smoothly.
Remember, this isn't about monitoring bathroom breaks or necessary follow-up work. It's just about working together to give our customers the best experience possible.
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