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Time off message - Pending Invalid Duration

  • 1.  Time off message - Pending Invalid Duration

    Posted 01-19-2022 05:43
    We have a holiday request where we know the agent is rostered in and their shift paid duration matches the request.
    We get the above message, even after re-submitting it - as if the shift length is incorrect or as if it's a non working day.
    Any ideas on anything we might be missing?
    Thanks
    Jon Kelly
    #WorkforceEngagementManagement

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    Jonathan Kelly
    Atom Bank plc
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  • 2.  RE: Time off message - Pending Invalid Duration

    GENESYS
    Posted 01-19-2022 11:00
    Hi Jonathon,

    I can't see any message that you refer to?

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    Tracy
    Genesys
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  • 3.  RE: Time off message - Pending Invalid Duration

    Posted 01-19-2022 11:38
    Sorry, by above message i meant



    Then if you open the request, you get this at the top:




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    Jonathan Kelly
    Atom Bank plc
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  • 4.  RE: Time off message - Pending Invalid Duration

    GENESYS
    Posted 01-19-2022 12:59
    Hi Jonathon,

    Thank you for the info - the reason for the Invalid Duration is:

    Pending - Invalid duration System could not approve the request automatically because the daily duration that the agent requested does not comply with the agent's scheduled hours. If the agent is not scheduled currently, the system checks the duration against the work plan to which the agent is associated. For work plan rotation, the system also chooses the correct work plan according to time-off request dates and assigned rotation.
    Found here

    I'm not sure if that will answer your question, if not let me know.

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    Tracy
    Genesys
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  • 5.  RE: Time off message - Pending Invalid Duration

    Posted 01-20-2022 04:36
    Thanks.  I've checked & tried different ways but it isn't working:
    Agent works a 5 week rotation, starts on Week 2 Wk.31st Jan 2022 #1
    Wk.27th June works out as a WEEK 3   #2
    Holiday requested is Fri 1st July #3
    Week 3 is Mon-Wed, and Fri   5h45 length  1000-1545 #5

    I've tried booking full day no times but 5h 45 duration, partial day with times​ and 5h 45 duration - it just won't go through

    I've had to manually approve this one but as more holidays come through​, the volume of these issues could increase
    ​​​

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    Jonathan Kelly
    Atom Bank plc
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  • 6.  RE: Time off message - Pending Invalid Duration

    GENESYS
    Posted 01-20-2022 07:12
    I recommend opening a ticket with support for tracking and gathering information to troubleshoot further.

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    Jay Langsford
    VP, R&D
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  • 7.  RE: Time off message - Pending Invalid Duration

    Posted 01-20-2022 08:37
    Thanks Jay - will do

    We wanted to exhaust all possible known issues & user errors first so I can say we've definitely tried
    JK

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    Jonathan Kelly
    Atom Bank plc
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  • 8.  RE: Time off message - Pending Invalid Duration

    GENESYS
    Posted 01-20-2022 07:20
    One question though, do you actually have schedules published out through July? Does a similar time off request for a period where you do have a covering scheduled published schedule work?

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    Jay Langsford
    VP, R&D
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  • 9.  RE: Time off message - Pending Invalid Duration

    Posted 01-20-2022 08:36
    Yes, it works fine for a published shift - tried it on the same week of the rotation, same day of week (Fri 11th Feb)

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    Jonathan Kelly
    Atom Bank plc
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  • 10.  RE: Time off message - Pending Invalid Duration

    GENESYS
    Posted 01-20-2022 09:37
    Last thing to check as I am unable to replicate the issue - is the agent definitely starting on the rotation as week 1 - showing as week 2 on your screenshot?
    As it looks like the agent will be on week 3 which is 04 Week 4 REAL?



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    Tracy
    Genesys
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  • 11.  RE: Time off message - Pending Invalid Duration

    Posted 01-20-2022 09:45
    Yes, she starts 31st Jan 2022 on Week 2 to tie in with her previous rotation

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    Jonathan Kelly
    Atom Bank plc
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  • 12.  RE: Time off message - Pending Invalid Duration

    GENESYS
    Posted 01-20-2022 10:38
    But on your screen shot #5 (the work plan name) is 03- Week 3 REAL, that is week order 2 in the rotation. On the excel screenshot she will be working on week order 3 which is work plan 04 - Week 4 REAL​

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    Tracy
    Genesys
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  • 13.  RE: Time off message - Pending Invalid Duration

    Posted 01-20-2022 11:09
    Hi.

    Apologies for causing confusion by stating 'Week' on the Excel where I meant to clarify it refers to '02 - Week 2 - real'. not the week order.

    The rotation begins on 31st Jan, with '02 - Week 2 - real' being the first week worked.
    On Wk.7th Feb, she works '03 - Week 3 - real' which is the same week she's down to work Wk.28th June
    That week is MTW-F--, and it's Fri 1st July we have the issue with.

    Thanks
    Jon

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    Jonathan Kelly
    Atom Bank plc
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  • 14.  RE: Time off message - Pending Invalid Duration

    GENESYS
    Posted 01-20-2022 11:25
    Ah Ok - I have no other ideas and I wasn't able to re0licate the issue in my environment, sorry, as Jay stated I think it would be best to raise a ticket with Product Support so they can investigate further.


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    Tracy
    Genesys
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  • 15.  RE: Time off message - Pending Invalid Duration

    Posted 02-03-2022 03:44
    update
    When building a scheduling period, WFM seems to add an additional, blank Monday onto the end.    This makes WFM think it's a non working day until it's built & published.     This causes an issue at the end of every scheduling period.   I've asked for a ticket to be raised.

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    Jonathan Kelly
    Atom Bank plc
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  • 16.  RE: Time off message - Pending Invalid Duration

    GENESYS
    Posted 02-03-2022 06:18
    Thanks for the update, Jonathon - can you please let us know the outcome?
    Many thanks

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    Tracy
    Genesys
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  • 17.  RE: Time off message - Pending Invalid Duration

    Posted 02-07-2022 04:12
    Hi

    We've found 1 cause of these issues - when building a schedule period, it adds an unwanted Monday onto the end.
    This means WFM thinks it's a rostered day off and treats holiday requests for that day as such.
    A workaround can be to publish many scheduling periods ahead of time but we've asked for this to be raised as an issue.

    There are still examples of this message that aren't related to the extra Monday though

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    Jonathan Kelly
    Atom Bank plc
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