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new here - scheduling RDO for specific day

  • 1.  new here - scheduling RDO for specific day

    Posted 07-16-2020 18:04
    Hello,
    We are just days away from our conversion to the Genesys platform and pretty excited about it!

    One thing I swear I read / saw in the training materials is that an agent can submit a request to have a specific day for their regular day off and not use any of their PTO to cover it.

    Example:
    Agent has floating days off in their workplan
    Agent wants one of their days off to be Wed 7/22 specifically
    They do not want reduced paid hours for the week
    They do not want to use any paid time off (PTO) to cover the day

    I remember learning about the ability to do this, but i do not remember how to make it happen.​

    Can any of you point me in the right direction?
    Thank you,
    Jamie
    #WorkforceManagement

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    Jamie Hildebrand
    JACK HENRY & ASSOCIATES, INC.
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  • 2.  RE: new here - scheduling RDO for specific day

    Posted 07-16-2020 18:36
    Found the material that refers to this: https://learn.genesys.com/learn/course/273/play/24977:865/workforce-management-for-agents-schedule-preferences

    This describes this as a "Preferred Day Off"
    "A Preferred Day Off" is requesting that the schedule is created with you not working on a particular day."

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    Jamie Hildebrand
    JACK HENRY & ASSOCIATES, INC.
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  • 3.  RE: new here - scheduling RDO for specific day

    GENESYS
    Posted 07-20-2020 07:04
    Genesys Cloud WFM currently has no concept of a preferred/reoccurring/regular day off as submitted by the agent.

    If it is truly regular then I would say that communication between the agent and the scheduler can occur and a specific work plan for the agent can be designed with a day off configured.

    Perhaps 'preferred' in the learning wording is just to denote that it isn't guaranteed that the request will be preferred rather than a 'Preference' type feature.

    Both of the following ideas might be utilized here, I'd recommend adding a comment for your use case, or create a new idea in Ideas Lab:
    1. Agent availability: https://purecloud.ideas.aha.io/ideas/CLWFO-I-100
    2. Agent preferences: https://purecloud.ideas.aha.io/ideas/CLWFO-I-102


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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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