Workforce Engagement Management

 View Only

Discussion Thread View
Back to discussions
Expand all | Collapse all

Time Off Granted even though limits are reached

  Thread closed by the administrator, not accepting new replies.

  • 1.  Time Off Granted even though limits are reached

    Posted 07-03-2018 12:35
    Edited by Tracy Vickers 08-31-2018 10:32
    No replies, thread closed.
    ​Hey everyone!

    I'm having an issue where the time off limits are already reached, but the system still marks it as Granted.  This is after our schedules are published so it comes through as Status Requested Granted and Status Actual as Not Scheduled.  We then update the schedule and I think that is where the issue is, but not sure since it's been this way for a while.

    Can you help?

    ------------------------------
    Jammie Cross
    BB&T (Branch Banking & Trust Comp.)
    ------------------------------
    #WorkforceManagement #time off​​


  • 2.  RE: Time Off Granted even though limits are reached

    GENESYS
    Posted 07-03-2018 12:52
    Edited by Jennifer Macdonald 07-04-2018 06:13
    No replies, thread closed.

    Hi Jammie,

    Will you be able to advise the following please

    1. What version WFM are you on?
    2. At what level is the time off limits set?
      1. For example – team, activity, TO Activity, site etc
    3. Are the agents booking their time off through the web or is a manager placing it in the calendar?

     

    Thanks




    ------------------------------
    Jennifer MacDonald
    Senior WFO consultant
    Guru
    ------------------------------

    Original Message


  • 3.  RE: Time Off Granted even though limits are reached

    Posted 07-03-2018 12:54
    No replies, thread closed.

    Hi Jennifer,

     

    1)      8.5.003.05

    2)      It is set at the activity level

    3)      Agents are scheduling through the web

     

    Jammie Cross |BB&T

    Enterprise Marketing, Sales and Experience Group
    Care Center Channel Management – WFM Team

    Call Center Support Manager

    910.272.4674 Work
    jammie.cross@bbandt.com

     




    Original Message


  • 4.  RE: Time Off Granted even though limits are reached

    Posted 07-03-2018 12:54
    No replies, thread closed.
    ​

    Hi Jennifer,

     

    1. 8.5.003.05
    2. It is set at the activity level
    3. Agents are scheduling through the web


    ------------------------------
    Jammie Cross
    BB&T (Branch Banking & Trust Comp.)
    ------------------------------

    Original Message


  • 5.  RE: Time Off Granted even though limits are reached

    GENESYS
    Posted 07-03-2018 13:00
    No replies, thread closed.
    Hi,

    Would you also be able to check to see what the below setting is set too in the server options 

    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.

    ------------------------------
    Jennifer MacDonald
    Senior WFO consultant
    Guru
    ------------------------------

    Original Message


  • 6.  RE: Time Off Granted even though limits are reached

    GENESYS
    Posted 07-03-2018 13:01
    Edited by Jennifer Macdonald 07-04-2018 06:13
    No replies, thread closed.
    Hi Jammie,

    Also can you confirm if your limits are set at % level or number of agents?

    thanks


    ------------------------------
    Jennifer MacDonald
    Senior WFO consultant
    Guru
    ------------------------------

    Original Message


  • 7.  RE: Time Off Granted even though limits are reached

    Posted 07-03-2018 13:03
    No replies, thread closed.
    ​Hi Jennifer,

    I'm having our IT partners check on the value from your previous reply.

    I have the time off limits set to number of agents for this group.

    ------------------------------
    Jammie Cross
    BB&T (Branch Banking & Trust Comp.)
    ------------------------------

    Original Message


  • 8.  RE: Time Off Granted even though limits are reached

    Posted 07-03-2018 13:13
    No replies, thread closed.
    ​Hi Jennifer,

    We have he 'CalendarOverScheduleData' set to 0.

    ------------------------------
    Jammie Cross
    BB&T (Branch Banking & Trust Comp.)
    ------------------------------

    Original Message


  • 9.  RE: Time Off Granted even though limits are reached

    GENESYS
    Posted 07-04-2018 07:01
    No replies, thread closed.
    Hi Jammie,

    A couple of things you can check to get to the bottom of this.

    1) How many daily/weekly hours are set within your time off rule?  If the agents are booking the time off in the future when there is no schedules  there could be the situation where when the schedules are published their days are longer than what you have set in the rule.  WFM will then allow the time off to go over the limits as the time off is already set to granted. It may be worth placing the max shift hours within the configuration of the rule and when the schedules are published any person working a smaller shift will have their hours returned to their balance.



    2) Another situation could arise where the agents place the time off and as there are no limits remaining it is waitlisted and someone may be going into the calendar and granting the holiday taking it over the  time off limits.  You can investigate this by running a calendar audit report.




    ------------------------------
    Jennifer MacDonald
    Senior WFO consultant
    Guru
    ------------------------------

    Original Message


  • 10.  RE: Time Off Granted even though limits are reached

    Posted 08-27-2018 14:03
    No replies, thread closed.
    ​Hello, were you able to find a solution to this issue?

    ------------------------------
    Melody Jones
    JPMorgan Chase
    ------------------------------

    Original Message


  • 11.  RE: Time Off Granted even though limits are reached

    GENESYS
    Posted 08-31-2018 10:26
    No replies, thread closed.
    @Jammie Cross did the ideas work for you?
    ​

    ------------------------------
    The Guru Team
    ------------------------------

    Original Message


  • 12.  RE: Time Off Granted even though limits are reached

    Posted 08-31-2018 13:06
    No replies, thread closed.
    ​Although I have not tested it yet, I believe the issue is due to the items granted but not scheduled. According to the time off limits the actual agents number is only counted scheduled time off (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.). Documentation:WM:SHelp:CalTOLmts:8.5.2 - Genesys Documentation

    I believe that if you update your settings for AutoPublishTimeOffToSchedule setting to 1 or 2 then the time off that was granted would be counted due to it automatically updating on the agents schedule. Once scheduled it would be counted in the actual agents number which would then prevent additional agents from being granted.


    AutoPublishTimeOffToSchedule
    Documentation:Options:WM:WFM Server-CalendarService:Current - Genesys Documentation

    Default Value: 0

    Valid Values: 0, 1, 2

    Changes Take Effect: Immediately

    Dependencies: None

    Specifies whether or not Granted time off is published to an agent's schedules when he/she requests time off.

    The following valid values describe WFM's response when agents request time off:

    • 0-Feature is off.

    • 1-Feature is on; a part-day time off cannot overlap exceptions.

    • 2-Feature is on; a part-day time off deletes overlapped exceptions.



    ------------------------------
    Melody Jones
    JPMorgan Chase
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources