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Time off planning

  • 1.  Time off planning

    Posted 07-15-2020 04:29
    Hi,

    Would it be possible to get an update on this time off planning idea?

    Many Thanks,

    Darren

    https://purecloud.ideas.aha.io/ideas/CLWFO-I-7
    #AskMeAnything(AMA)
    #Roadmap/NewFeatures

    ------------------------------
    Darren Leahy
    Wren Data Ltd
    ------------------------------


  • 2.  RE: Time off planning

    GENESYS
    Posted 07-15-2020 15:34
    Hi Darren,

    As you can imagine delivering Time Off Planning and Automation is a massive development effort.  We have broken this down into multiple deliverables.  The first phase is providing the ability to set a capacity of how many hours people can request per management unit per day and auto approval rules if limits are not exceeded.  We are also introducing the concept of a wait list and we will be enhancing the Time Off Requests view to add more functionality around this.  For details please refer to https://genesys.aha.io/ideas/CLWFO-I-279.  We are targeting late 2020/early 2021 for this.

    Another deliverable will be for the automation of balance accrual, carryover rules and auto approval based on balances and limits.  For details on what we will be implementing please refer to https://genesys.aha.io/ideas/CLWFO-I-7.  This has a tentative delivery date of 1H 2021, but it is subject to change.

    Please let us know if you have any additional questions.  Thanks!!

    ------------------------------
    Michele Fisher
    Genesys - Employees
    Director, Product Management
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  • 3.  RE: Time off planning

    Posted 07-16-2020 03:57
    Thanks for the update Michelle.

    ------------------------------
    Darren Leahy
    Wren Data Ltd
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  • 4.  RE: Time off planning

    GENESYS
    Posted 06-17-2021 14:39

    Hi Whitney,

    Currently, we are on track to deliver the first phase which empowers admins to set time-off limits and time-off plans along with automatic approval of time off requests based on limits in Q4. With this feature, we are making improvements to our current Agent UI as well as Tempo app which will make it easier to see the available slots and see their current waitlist position ( if they are on a waitlist). We are also making updates to our existing time off requests view enabling the admin to see details about waitlists and allocated time off requests.

    Hope this helps!

     

    Best regards,
    Sanjana



    ------------------------------
    Sanjana Seetharam
    Genesys - Employees
    ------------------------------



  • 5.  RE: Time off planning

    Posted 06-17-2021 17:44
    Hi Sanjana

    is it possible to get more information around how the time limits, plans and approvals process will work?  Will it be similar to how WFM/WEM works under the Engage product, ie will there be a separate calendar tracking function?  One issue currently in Genesys Cloud is the inability to see the impact of time off requests for a period of time that has not yet been scheduled.

    How can we also see about having an org added to the Beta for this?

    This missing functionality is actually one of the top two reasons a few of our customer contacts haven't yet migrated completely onto GC for WFM.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
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  • 6.  RE: Time off planning

    GENESYS
    Posted 06-18-2021 12:26

    Hi Vaun,

    In Q4, we will provide the ability to set limits at the management unit level based on hours per date. There will be auto-approval rules around those limits.
    It will have similar capabilities as Engage but will be implemented differently. I'm not clear on the second part of your question, could you please email me some details on what kind of impact you are looking to see?

    We haven't made the formal decision to do a beta but we are working through the possibility. If you are interested, please reach out to your Customer Success Manager and we will get in touch with you.

    Thanks,

    Sanjana



    ------------------------------
    Sanjana Seetharam
    Genesys - Employees
    ------------------------------



  • 7.  RE: Time off planning

    Posted 10-13-2021 08:56
    Hi,

    Is there an update of when the accruals time off portion will be available in Genesys Cloud? Looking for agent accruals, time off plans, automation of time off requests etc.

    ------------------------------
    Ashley Smillie
    Coca-Cola Canada Bottling Limited
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  • 8.  RE: Time off planning

    GENESYS
    Posted 10-14-2021 11:36
    Hi Ashley,

    Thank you for your question. Time-off plans and automated time-off requests are on track to be released in Q4 2021. Balance checking will come with HR integrations. Pleas follow this idea for mode details and updates about HR integrations and balance checking - https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-637

    Here are the details of the Q4 2021 release -

    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.


    AUTO APPROVAL RULES

    The auto-approval rules that will be provided for the first phase will be -

    • If an agent requests a paid full day time off and the paid time of the request is less than the least possible number of paid hours for that day, then request will not be automatically approved and will go into a manual approval state. The least possible amount of daily paid hours will be determined by the paid hours of the shifts in the work plan.
    • If an agent requests a part-day paid time off and the request is outside of their shift, then do not auto approve (go to manual approval vs decline). If there is a published schedule, check schedule for paid hours and shift. If not, then check Work Plan.
    • If time off is paid AND within the shift (for part day), then the limits will be checked before auto-approving.
    • If an agent requests unpaid time off and they aren't scheduled to work, then automatically approve request.
    • If time off request is unpaid AND falls within a shift, then check limits before auto-approving. If there is a published schedule, check against schedule. If not, then check Work Plan.
    • If time off is unpaid AND falls outside the shift, then auto approve.

    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)
    Hope this helps! :)

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



  • 9.  RE: Time off planning

    Posted 10-21-2021 09:40
    Hi Sanjana,

    Based on the information we got during "Roadmap seminar" yesterday, it seems that this is in beta testing?
    Is it possible to apply to be part of that beta?

    Thanks!

    ------------------------------
    Dejan Mavrovic
    Shutterstock, Inc.
    ------------------------------



  • 10.  RE: Time off planning

    GENESYS
    Posted 10-25-2021 09:40

    Hi Dejan,

    We appreciate your interest to participate in a Beta. Unfortunately, we have decided not to proceed with one for this feature so that we can get it into your hands sooner. We are currently on track to release it in Q4 2021.

    Another avenue to provide feedback on our design would be through our Sponsor user program.Please feel free to sign up or contact your CSM for details.

    Best regards,
    Sanjana



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



  • 11.  RE: Time off planning

    Posted 06-16-2021 11:28
    Hi - is it possible to get an update on this?

    Thank you!

    ------------------------------
    Whitney Sandene
    Colorado Springs Utilities
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  • 12.  RE: Time off planning

    Posted 10-21-2021 09:35
    Hi Michele,

    Based on the information we got during "Roadmap seminar" yesterday, it seems that this is in beta testing?
    Is it possible to apply to be part of that beta?

    Thanks!

    ------------------------------
    Dejan Mavrovic
    Shutterstock, Inc.
    ------------------------------