Workforce Engagement Management

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  • 1.  PTO - auto approvals; tracking; calendar showing availability

    Posted 09-16-2021 13:44
    Hello!  Since converting to Genesys WFM, our agents really miss some of the PTO-related features that were widely used in prior system.  Those include: auto-approvals when appropriate; auto-approvals linked to division-specific calendars displaying what days/hours are available before agent submits request; tracking time off usage and balance remaining.

    Are any of these features going to be included in the October WFM roll-out?

    Thank you!
    #Scheduling

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    Beth O'Laughlin
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: PTO - auto approvals; tracking; calendar showing availability

    GENESYS
    Posted 09-16-2021 17:11

    Hi Beth,

    Thank you for your question and your continued interest in Genesys Cloud.

    The good news is that some of the features that you have highlighted will be available In the Q4 rollout. Admins will have the ability to set limits and configure plans to enable auto-approval for time off requests.  This feature will also provide insight into the waitlist information based on time off type and date to both agents as well as admins. Viewing and checking against balances is separate feature which currently in research by our team.

    We would really appreciate if you could submit an idea for the division-specific calendars or any other features you would like to see on Genesys Cloud in Aha!

    I am also happy to setup some time for us to meet and go over the features in our upcoming release in detail and clarify any questions you may have. Please let me know your preference.

    Hope this helps :)

    Best regards,
    Sanjana



    ------------------------------
    Sanjana SeetharAM
    Product manager
    Genesys - Employees
    sanjana.seetharam@genesys.com
    ------------------------------



  • 3.  RE: PTO - auto approvals; tracking; calendar showing availability

    Posted 09-16-2021 19:31
    Hi Sanjana!  Thanks so  much for your quick response and the good news!

    I'd love to go over the features in your upcoming release.  Just share some windows for your availability and we'll go from there.

    Beth

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    Beth O'Laughlin
    Cox Automotive Corporate Services, LLC
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  • 4.  RE: PTO - auto approvals; tracking; calendar showing availability

    GENESYS
    Posted 09-24-2021 15:48
    Hi Beth,

    Hope you're doing well. I have reached out via email, please let me know your availability to discuss the new features. :)

    Some details about the features in the upcoming release are -

    SUPERVISOR TIME OFF LIMITS VIEW

    Planners will be able to see a view of all available limits per Management Unit and make edits to set the limits for individual or a set of the dates in the future

     

    SUPERVISOR PLANS VIEW

    Planners will be able to associate time off activity codes to time off plans. With the help of time off plans, planners can configure if they would like the time off activity to count against the limit and if they would like for it to be processed according to auto-approvals or not.

    AGENT SUMMARY VIEW

    Employees (agents) will be able to see a summary of their time off history. This view will display:

    • Amount of future time off booked for each time off type
    • Waitlist information based on time off type and date

    SUPERVISOR SUMMARY VIEW

    Planners will be able to see a summary view of employees time off history and be able to export it. This view will display:

    • Waitlist position Status of each time off type by agent (approved, declined, pending)

    Best regards,
    Sanjana

    ------------------------------
    Sanjana SeetharAM
    Product manager
    Genesys - Employees
    sanjana.seetharam@genesys.com
    ------------------------------