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Agents' Time Off requests that are in the "preferred" status are being counted in the Time off Limits and should not be. How can this be corrected?

  • 1.  Agents' Time Off requests that are in the "preferred" status are being counted in the Time off Limits and should not be. How can this be corrected?

    Posted 07-29-2015 19:39


  • 2.  RE: Agents' Time Off requests that are in the "preferred" status are being counted in the Time off Limits and should not be. How can this be corrected?

    Posted 08-07-2015 16:50
    Rachel,
    Based on your question, you think this might be a defect.  Please open a case so we can determine the root cause of what you are seeing.

    Thank you,
    Roger Farr
    Genesys Customer Care


  • 3.  RE: Agents' Time Off requests that are in the "preferred" status are being counted in the Time off Limits and should not be. How can this be corrected?

    Posted 08-12-2015 03:47
    If it is showing them as Actual Agents, that is how the system is designed. Per the documentation for WFM: Actual Agents—The actual number of agents in the selected site, team, or activity who are scheduled for time off during the selected period. If a schedule is unavailable for that day, agents with granted or preferred Time Off also count as Actual agents with Time Off. This column is read-only.

    We have experienced this since we started using Genesys over 5 years ago. You can find the information here: http://docs.genesys.com/Documentation/PSAAS/8.5.0/WMCloud/CalTOLmts


  • 4.  RE: Agents' Time Off requests that are in the "preferred" status are being counted in the Time off Limits and should not be. How can this be corrected?

    Posted 08-19-2015 16:44
    Rachel,
    There is a setting in the WFM Server options in Administrator / CME > CalendarService Section as below that does affect the Preferred vacation requests:

    CalendarOverScheduleData

    Type: Optional
    Default Value: 0
    Valid Values: 0, 1, 2, 3
    Dependencies: None

    Enables the resolution of conflicts between granted or preferred time-off items and schedule data. Previously, when schedule data overlapped calendar data, unscheduled time off items were not considered when WFM Server checked agent time-off limits and balances.
    • 0—Disables the resolution functionality (default value).
    • 1—Enables resolution between granted calendar time-off items and overlapping schedule data.
    • 2—Adds resolution of preferred time-off items to value 1 functionality.
    • 3—These requests are counted against an agent?s time-off balance and limits:
    ? All requests with the status granted/not scheduled.
    ? Only wait-listed requests with the status preferred/not scheduled.

    This information is available the WFM Admin Guide.

    Hope that helps

    Tracy