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Automation of Overtime

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  • 1.  Automation of Overtime

    Posted 01-23-2020 10:54
    No replies, thread closed.
    Our company is in the process of migrating to 

    Genesys WFM Premise Base > Version 8.5.2   

    When our team members submit for overtime only at the beginning of their shift they receive an error message due to a break conflict 

    anyone else encountered this error  

    can you provide assistance in a solution?

     


    #WorkforceManagement

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    Daisha Whiteside
    Walgreens Co.
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  • 2.  RE: Automation of Overtime

    GENESYS
    Posted 01-24-2020 07:50
    No replies, thread closed.
    Are you using the Overtime Bidding functionality? How much overtime are trying to add at the beginning of the shift? Do you have constraints on the shift items (breaks and meal) that could restrict the adding of the OT?

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    The Guru Team
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    Original Message


  • 3.  RE: Automation of Overtime

    Posted 01-28-2020 11:10
    No replies, thread closed.
    ​We are using the overtime bidding functionality.  Any amount of time added to the shift generates this error. 

    We do have constraints on our shift items to make sure team members breaks and lunches do not occur to early or late in the shift. 

    Constraints on our first break is it must occur 1:15 to 3 hours into the shift.

    The error message we get states, break violates "maximum length from shift start" constraint.

    Any ideas, thanks!
    Lakeshia

    ------------------------------
    Daisha Whiteside
    Walgreens Co.
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    Original Message


  • 4.  RE: Automation of Overtime

    GENESYS
    Posted 01-29-2020 04:31
    No replies, thread closed.
    There are a few things you need to take into account for the Overtime Bidding functionality to work:

    1. The contracts need to have the flexibility to enable the agents to request leave, if they are fixed say at 40hrs, standard/min/max, and they are requesting OT in addition to these hours they will receive an error message.
    2. The shifts assigned to the contract must also have the flexibility, the system will schedule the primary shift if it allows, if not it will schedule the secondary shift....
    3. Build a secondary shift that can be used for OT with extra breaks if needed.
    4. If you have fixed contracts for the agents as they work fixed hours and worried extended the min/max for the OT will cause scheduling errors, fix the agents shifts in Rotating Patterns and use weekly hours to fix the agents min/max weekly hours.

    Hope that helps

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    Tracy
    Genesys
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    Original Message


  • 5.  RE: Automation of Overtime

    GENESYS
    Posted 02-04-2020 12:05
    No replies, thread closed.
    Hi Daisha,

    Did that help answer your question

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    Tracy
    Genesys
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    Original Message


  • 6.  RE: Automation of Overtime

    Posted 02-06-2020 15:22
    Edited by Daisha Devonish-Whiteside 02-06-2020 15:22
    No replies, thread closed.
    ​Hi Tracy,
    Thanks for the follow up.  We are still getting the error msg when team members submit for overtime at the start of their shift.
    Can I set sometime up with you and you review our workrules to tell me what we are missing?

    Thanks,
    Lakeshia

    ------------------------------
    Daisha Whiteside
    Walgreens Co.
    ------------------------------

    Original Message


  • 7.  RE: Automation of Overtime

    GENESYS
    Posted 02-07-2020 12:29
    No replies, thread closed.
    Are they trying to add OT at the start of the shift at the beginning of their own shift - e.g. 8am to 9am OT and they start at 9am?
    What are the constraints of the min / max paid hours of the shift or shifts assigned to the contract?
    What are the standard/min/max daily/weekly/planning period hours of the contract


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    Tracy
    Genesys
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    Original Message


  • 8.  RE: Automation of Overtime

    Posted 02-07-2020 17:15
    No replies, thread closed.
    ​I have attached an example of our contract and shift rules.
    We have 3 shifts tied to each contract.  1 workshift, 1 OT shift without breaks, 1 OT shift with breaks.
    Each one of our TMs also have a rotating pattern. 

    Thanks,

    ------------------------------
    Daisha Whiteside
    Walgreens Co.
    ------------------------------

    Original Message


  • 9.  RE: Automation of Overtime

    GENESYS
    Posted 02-10-2020 05:31
    No replies, thread closed.
    Hi Daisha,

    I can see why you are having problems - what the system does is, when the agent requests the OT it will look at the primary shifts and if the shift is ciable for the OT requested it will use that shift, if not it will look for the secondary OT shift - the whole shift for the agent is replaced, it doesn't 'add on' to the original shift.
    You can create one OT Shift (secondary) that is flexible enough to cover the OT shifts using shift sequences for the various shift durations - I have attached a screenshot as an example

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    Tracy
    Genesys
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    Original Message


  • 10.  RE: Automation of Overtime

    Posted 02-10-2020 18:01
    No replies, thread closed.
    ​Hi Tracy,
    we are still getting the error message "Break state violates 'Maximum Length from Shift Start' constraint". 
    We have team members that work 10a-630p, when they request OT from 9a-10a it works.  However, OT requested from 8a-9a generates this error message.  Can I see your shift rules for your primary shift?  Does OT being requested in this manner work in your environment?

    Thanks,
    Lakeshia

    ------------------------------
    Daisha Whiteside
    Walgreens Co.
    ------------------------------

    Original Message


  • 11.  RE: Automation of Overtime

    GENESYS
    Posted 02-11-2020 04:32
    No replies, thread closed.
    Hi Lakeshia,

    That is correct - the extension to the shift will work, 9am to 10am means the system will add on to the existing shift, the 8am - 9am means there will be an hour prior to the start of the original shift, you would need to create an OT shifts to cover all instances of the agent requesting OT with a break prior to the start of their actual shift.
    Ideally you need to have two shifts on the same day, unless anybody else on the community has a way to solve the issue I recommend you add it onto the WFM ideas Portal - https://pureengage.ideas.aha.io/ideas

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    Tracy
    Genesys
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    Original Message


  • 12.  RE: Automation of Overtime

    Posted 02-11-2020 10:22
    No replies, thread closed.
    ​Thanks Tracy.  Can you provide an examples of the shifts including the OT shifts that will need to be created in order for this to work?  Does this work in your environment?

    ------------------------------
    Daisha Whiteside
    Walgreens Co.
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    Original Message


  • 13.  RE: Automation of Overtime

    GENESYS
    Posted 02-11-2020 11:46
    No replies, thread closed.
    Hi,

    The screenshots that I attached do give an example of an OT shift and yes it does work on my environment but not the split shift option.
    You need to make sure that the breaks are flexible enough and not with a tight constraint.


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    Tracy
    Genesys
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    Original Message


  • 14.  RE: Automation of Overtime

    Posted 02-11-2020 14:06
    No replies, thread closed.
    ​Ok that's are issue.  Getting the split shift option to work.  Do you know of anyone that was able to successfully build a shift for OT to work in that scenario?

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    Daisha Whiteside
    Walgreens Co.
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    Original Message


  • 15.  RE: Automation of Overtime

    GENESYS
    Posted 02-12-2020 08:23
    No replies, thread closed.
    Personally no - I will reach out to other on the communty to respond

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    Tracy
    Genesys
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    Original Message


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