PureEngage On-Premises

Some of our agents have two types of time off banks that they have balances in - vacation and parental leave. Both time off types have similar time off rules but they have separate balances for each. One of our agents was approved for vacation time, went in and edited the vacation time to parental leave and was automatically approved even though their balance for parental leave was at 0. This essentially put their parental leave balance in the negative. Our understanding is that the system should run through all the same checks again if the time off type is edited - time off limit availability and time off balance. Does it not run through the checks again or is this a bug in the system? We are using 8.1.3.

Theresa,

?Just so we are clear:
?1. The agent has two Time Off Types (accounts/buckets): Vacation and Parental Leave.
?2. They had a positive balance in Vacation, but a zero balance in Parental Leave.
?3. The went into the Time Off section of the Agent Web interface and requested Time Off in the form of Vacation.
?4. This was approved. (Automatically or by a Supervisor/Admin?)
?5. Was this Vacation Granted AND Scheduled, or just Granted.
?6. The Agent went back into the Agent Web interface and "edited" the Time Off and changed the Type to Parentaln Leave?

?I think this might be an issue with the current version you are on.
?I just tested this process with my WFM 8.5.1 version and I received the following error when I tried to reproduce step #6:

"Your action generated following messages:December 30, 2015
The requested item cannot be entered/modified. The user is not authorized to change this item."

?I would contact Genesys Customer Care directly to see if there is a hotfix for this issue.
Thanks.

?-Thomas Tritten
WFM Solution Architect

Hey Tom,

Yes you are clear on everything.  In response to 4, this was automatically approved and for 5, the vacation was granted and scheduled. For 6, yes, that is what happened.  

I will contact Customer Care. 

Thanks