Workforce Engagement Management

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  • 1.  Overtime

    Posted 05-26-2020 16:44
    ​Good Afternoon,

    I am using Genesys WFM Premise Base > Version 8.5.2 and have overtime set up to automatically processed.
    Majority of the requests are auto-approved and auto-declined.  I'm starting to see some in a requested status.  What does that mean? I checked the requirements and it appears as if they are good.  Why are the OT requests listed as "requested" and what does that mean.



    Daisha Whiteside
    Walgreens Co.

  • 2.  RE: Overtime

    Posted 05-28-2020 12:18


    I don't have an easy answer for this without looking at which agents are getting left in the requested state and which OT bids they were attempting to get.

    I suggest you contact your Genesys Account Team so that we could set up a webinar and take a closer look at what you are experiencing.


    WFO Solution Architecture
    Genesys - Employees