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.
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Jennifer MacDonald
Senior WFO consultant
Guru
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Original Message:
Sent: 07-03-2018 12:53
From: Jammie Cross
Subject: Time Off Granted even though limits are reached
Hi Jennifer,
- 8.5.003.05
- It is set at the activity level
- Agents are scheduling through the web
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Jammie Cross
BB&T (Branch Banking & Trust Comp.)
Original Message:
Sent: 07-03-2018 12:51
From: Jennifer MacDonald
Subject: Time Off Granted even though limits are reached
Hi Jamie,
Will you be able to advise the following please
- What version WFM are you on?
- At what level is the time off limits set?
- For example – team, activity, TO Activity, site etc
- Are the agents booking their time off through the web or is a manager placing it in the calendar?
Thanks
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Jennifer MacDonald
Senior WFO consultant
Guru
Original Message:
Sent: 07-03-2018 12:35
From: Jammie Cross
Subject: Time Off Granted even though limits are reached
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?
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Jammie Cross
BB&T (Branch Banking & Trust Comp.)
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