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new here - scheduling RDO for specific day

  • 1.  new here - scheduling RDO for specific day

    NEW MEMBER
    Posted 18 days ago
    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

    NEW MEMBER
    Posted 18 days ago
    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 14 days ago
    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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