Workforce Engagement Management

 View Only

Discussion Thread View
  Thread closed by the administrator, not accepting new replies.

  • 1.  Time off Balances

    Posted 04-19-2021 04:59
    No replies, thread closed.
    Hello all, 

    We use fixed rotating patterns and I have noticed that when "time-off" is being booked the below happens:

    • If the "time off" falls on a "day off" the agent is still being charged the hours for "time off", Genesys is assuming the agent was on shift and not referring to the rotating pattern.

    • We have agents who work different shift lengths throughout the week - an agent may only work 3 hours on a Monday but 7.5hrs on a Sunday. As per the time off rule there is only the one option to set a single amount of hours and therefore if an agent books "time -off" on the Monday when the only work 3 hours but the setting is at 7.5hrs they are being charged 7.5hrs and Genesys has ignored their rotating pattern which states a 3hr shift
    Has anyone experienced the same and has a work around?

    Thanks, 
    Charmaine
    #ForecastingandScheduling/Decisions

    ------------------------------
    Charmaine Campbell
    Hutchison 3G UK Limited
    ------------------------------


  • 2.  RE: Time off Balances

    Posted 04-20-2021 02:51
    No replies, thread closed.
    Hi Charmaine, 

    We use this and it works fine. There are some settings for WFM Server Options (Calendar Service) you need to update. 

    As a start at least "DetermineFullDayTimeOffStartEndPaidHours" and most likely in combination with "PreventTimeOffNoAvailability" will guide you further down the road.

    Best regards
    Mikael Ulstein
    DNB Bank Norway

    ------------------------------
    Mikael P Ulstein
    DNB Bank ASA
    Oslo, Norway
    ------------------------------

    Original Message


  • 3.  RE: Time off Balances

    Posted 04-20-2021 06:41
    No replies, thread closed.
    This looks ideal Mikael, can you direct me to where I would find these settings to adjust please?

    ------------------------------
    Charmaine Campbell
    Hutchison 3G UK Limited
    Scotland
    ------------------------------

    Original Message


  • 4.  RE: Time off Balances

    Posted 04-20-2021 07:07
    No replies, thread closed.
    Hi, 

    They are settings that are set in Configuration Manager or Administrator. They are connected for WFM Server under Options and Calendar Service. If they are not set before they can be manually added. 

    More info about different settings for them you can find here and what they do : WFM Server Options (genesys.com)

    These work for WFM on-prem. Don't know if they are available for WFM cloud.


    ------------------------------
    Mikael P Ulstein
    DNB Bank ASA
    Oslo, Norway
    ------------------------------

    Original Message


Need Help finding something?

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