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  • 1.  Time Off Limits

    Posted 12-03-2021 09:51

    I am trying to get a better understanding of how these time off limits work.  

    If I set a specific allotment for a day is that all that will be auto approved and if other request the time it will need to be manually approved?

    If there are specific days I want to block out, so no one can request time, how would I do that?

    Just trying to really understand the process so I can share with our business partners.

    Thanks!
    Gaelyn


    #Ask Me Anything (AMA)

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    Gaelyn Wanek
    AXA Technology Services America, Inc.
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  • 2.  RE: Time Off Limits

    Posted 12-03-2021 10:46
    Yes, if there are hours available, automatic approval is possible through the Time-off Plans.  As for not allowing a day to have time off, I see that if you set the hours to 0, that allows all time off for that day.  I don't see a way to not allow ANY time off for the day.    I created this idea for that: https://genesyscloud.ideas.aha.io/ideas/WEM-I-844.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Time Off Limits

    GENESYS
    Posted 12-04-2021 12:04
    Edited by Matt Lawson 05-09-2022 09:31
    Hi @Robert Wakefield-Carl and @Gaelyn Wanek

    Robert, thanks for the idea submission. Ultimately a Product Management task to accept and prioritize, but thought I would ask a follow up here.

    What if we added the following options to each time-off plan:


    When time-off limit hours are 0:
    (*) Waitlist time-off requests for those days
    (  ) Do not allow agent to submit time-off requests for those days



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    Jay Langsford
    VP, R&D
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  • 4.  RE: Time Off Limits

    Posted 12-04-2021 13:06
    I don't know a single company that would want unlimited time off to be automatically approved so the zero should indicate no hours allowed for that day. At present, zero means any number of hours could be used, according to documentation.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Time Off Limits

    GENESYS
    Posted 12-04-2021 14:40
    If the plan is set to count against time-off limit and the auto approval rule is set to according to time-off limit, then a day with 0 time-off limit hours will mean any requests for that day will be waitlisted (it will not be auto approved).

    If you set the auto approval rule to always, then it will approve requests related to the plan regardless of time-off limit hours. If you do not want that behavior then, you should be utilizing 'count against time-off limit' and auto approval of 'according to time off limit'.

    https://help.mypurecloud.com/articles/navigate-the-time-off-plans-page/
    Auto approval rule

    When to apply the auto-approval rule:

    • Never: Does not apply the auto-approval rule to any time-off requests for the specified activity codes. An admin must approve these time-off requests manually.
    • Always: Applies the auto-approval rule to all time-off requests that use the specified activity codes. The system auto-approves these time-off requests, even when they exceed the remaining time-off limit on the requested time-off dates.
    • According to time-off limit: Applies the auto-approval rule to time-off requests according to the time-off limit.


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    Jay Langsford
    VP, R&D
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  • 6.  RE: Time Off Limits

    Posted 12-04-2021 15:47
    According to this, 0 turns off limits.  

    Note: Setting the limit to zero (0) removes the limit from the selected dates.

    https://help.mypurecloud.com/articles/set-the-time-off-limit-for-one-or-more-dates/

    Am I reading that wrong?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 7.  RE: Time Off Limits

    GENESYS
    Posted 12-05-2021 08:00
    Documentation can have bugs too... I have asked the Product Manager and lead engineer to work with doc on an update. 0 does not mean unlimited.

    I interpret Gaelyn's ask about not waitlisting when time-off limit hours is 0 and instead outright prevent/reject the agent from submitting. I have passed along my thoughts and proposal on this enhancement to Product Management.

    ------------------------------
    Jay Langsford
    VP, R&D
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  • 8.  RE: Time Off Limits

    GENESYS
    Posted 12-03-2021 13:04
    Hi Gaelyn,

    There is more information about the new time off features that may help you understand better on our WEM Community
    We have a quick video from our experts that explain a little more in Let Me Pick Your Brain series

    Pop over to the WEM Community and take a look

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    Tracy
    Genesys
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