PureEngage On-Premises

Hi,

We recently upgraded from 8.1 to 8.5.2 and see a major change in how agent requested time off is handled.

When an agent enters a week of vacation from Agent Web the request is seen as one item and can only be granted in whole or not at all.

We use automated granting and see as well that the system enters parts of a request to the published schedule, but doesn't change the status of the requested day from preferred to granted, as it did before.

Been looking into the parameters set in CME and see that
- AllowEnterFullDayStartEnd is set to True
- SeparateStartEndForEachDay is set to False

Should we set SeparateStartEnd to True as well to make the requests "separate" again as in 8.1 ?
 

Hi Mikael,

Apologies for the big delay but I have just seen your discussion - did you solve the issue?

Regards
Tracy

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Tracy Vickers
Genesys - Employees
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If I correctly understand your question, disabling or setting the BatchRequest option located on the WFM Server to false should resolve your issue.

BatchRequest

Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies how WFM Server processes multiple time-off requests submitted simultaneously by a single agent.

If this option value is set to true WFM Server processes these time-off items in one batch. If set to false, WFM Server processes these time-off items one-by-one.

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Slate Burke
Fidelity Investments, Inc
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