Thanks Tracy, much appreciate that.
In the described use cases both day off and time off request were in pending status so not approved thus not granted.
I didn't try also to enter these time off requests at the same time, the actions were sequential and it allowed to submit a time off request on top of an existing pending full day request but did raise a conflict when a full day request was requested on top of pending partial time off request.
It seems to contradict with what you mentioned as granted days off would override the time off.
Can you pls test the described 2 cases and let me know if that corresponds to the expected behavior? I just fail to grasp the rationale behind it.
thanks
Regards
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Hichem Agrebi
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Original Message:
Sent: 04-28-2021 06:24
From: Tracy Vickers
Subject: Time off conflicts
Hi Hitchem,
This should help to answer your query:
Calendar Object Hierarchy
When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.
The order of priority for exceptions and preferences is:
- Granted full-day exceptions.
- Granted days off.
- Granted full-day time off.
- Granted availability.
- Granted shifts.
- Granted paid (working) hours.
- Granted part-day exceptions, granted part-day time off.
- Rotating patterns.
- Preferred items (including exceptions, paid hours, and time off with preferred status).
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Tracy
Genesys
Original Message:
Sent: 04-27-2021 16:52
From: Hichem Agrebi
Subject: Time off conflicts
I have done some tests and cannot explain nor understand that difference between the following 2 use cases:
use case1
- Create time off request for part of a day for tomorrow=> time off status=pending
- Create full day off request for tomorrow => cannot log the request because of a conflict (since time off was created in step 1
use case2
- Create full day off request f for tomorrow=> time off status=pending
- Create part day off request for tomorrow => get logged and no conflict
Does someone know why use case 2 should not be working like use case 1?
Thanks
#Genesys Cloud
#WorkforceManagement
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Hichem Agrebi
CC-Expertise Ltd
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