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Schedule Exceptions

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  • 1.  Schedule Exceptions

    Posted 11-21-2019 11:19
    No replies, thread closed.
    I am looking to set priorities for certain schedule exceptions such that when we plot partial day time off, the time off exception would overwrite any other scheduled exception instead of throwing an error causing us to either work around or delete the previously plotted exception.  Is this possible?​
    #WorkforceManagement

    ------------------------------
    Dave Salter
    CITRIX SYSTEMS
    ------------------------------


  • 2.  RE: Schedule Exceptions

    Posted 12-04-2019 15:14
    No replies, thread closed.
    Hi Dave,
    Did you get an answer to this question? I am also looking to do the same except I am trying to code schedules with an absence code without completely overwriting the unpaid lunch (unpaid). When that happens, the scheduled day of 8 hours is counted as an absence for 8 hours rather than 7.25 hours (45 minutes of unpaid lunch). The way around this is creating these out of office break and lunch codes and then coding any scheduled ACD time with the absence code, manually. This is very cumbersome and I think we may be using the scheduling incorrectly.
    If you have any insight that would be helpful.
    Thanks,
    Carmen

    ------------------------------
    Carmen Chapman
    Workplace Safety & Insurance Board
    ------------------------------



  • 3.  RE: Schedule Exceptions

    GENESYS
    Posted 12-11-2019 13:43
    No replies, thread closed.
    Carmen,

    I believe you are using PureConnect Optimizer, correct.  In Optimizer, your solution should be the following:  

    Change the configuration for a full-day time off default to 7.25 hours for the specific Activity Code you are applying.  As a result, when a full day time off request is approved and then subsequently applied to the agents schedule, the day will be replaced with the 7.25 hours of time off activity.  

    I assume your paid week is 36.25 hours as opposed to 40 hours (8 hour daily schedule with 45 minutes of unpaid meals each day).

    ------------------------------
    Chip Funk
    Manager, Business Consulting
    Genesys
    ------------------------------



  • 4.  RE: Schedule Exceptions

    Posted 12-09-2019 12:25
    No replies, thread closed.
    Hey Carmen, 

    No, I've not gotten a response to my original question and I'm thinking that it might not be possible with the current setup.  Our schedules aren't tied to timekeeping so we have our lunches set as unpaid with only the true breaks being paid. We are a Schedule Adherence project so we've set the lunches as unpaid with the scheduled state>adherence rule set in place for the agents to log into a preset phone state.

    ------------------------------
    Dave Salter
    CITRIX SYSTEMS
    ------------------------------



  • 5.  RE: Schedule Exceptions

    GENESYS
    Posted 12-10-2019 10:48
    No replies, thread closed.
    Hi Dave,

    I'm assuming this is in reference to PureEngage WFM.  If so, it is not possible to rank schedule exceptions in order of priority and there are no current roadmap plans to add this functionality.

    ------------------------------
    Michele Fisher
    Genesys - Employees
    Director, Product Management
    ------------------------------



  • 6.  RE: Schedule Exceptions

    Posted 01-13-2020 13:39
    No replies, thread closed.

    Hi Chip,

     

    Yes our paid week is 36.25 hours as opposed to 40 hours (8 hour daily schedule with 45 minutes of unpaid meals each day).

     

    Other than configuring the configuration for a full-day time off default to 7.25 hours for the specific Activity Code, do we need to configure the lunch/meal time to unpaid as well as the daily/weekly min/max paid hours?

     

    Please let me know what other configurations I'll need to adjust.

     

    Thanks!

     

    image001.png@01D3B77D.A3B528B0

     

    Carmen Chapman

    Senior Workforce Analyst, Customer Enablement (Workforce Management)

    519-593-1576

    |1-800-387-0750 | TTY 1-800-387-0050 | F 1-888-313-7373

     

     






  • 7.  RE: Schedule Exceptions

    GENESYS
    Posted 01-13-2020 14:27
    No replies, thread closed.
    Carmen, 

    If I understand the situation correctly, you're looking to schedule Time off to write 7.25 hours paid on the schedule but also include the unpaid lunch of 45 min?

    You are correct in order to maintain that unpaid meal in time off you would need to manually build in the 45 min unpaid lunch activity time. 

    If it were me I'd change the default time off length to 7.25 then, make a decision on how important it is to continue including the 45 min unpaid time for meal.  As you've noted that's would add effort to scheduling time off.  


    ------------------------------
    Chuck Swain
    Genesys
    Strategic Business Consultant
    ------------------------------



  • 8.  RE: Schedule Exceptions

    Posted 01-13-2020 14:33
    No replies, thread closed.

    Hi Chuck,

     

    I am trying to make it so that time off is only paid as 7.25 hours so that when we go to code the schedule for the day, the time off (planned or unplanned) can be one code covering the entire day but only count as 7.25 hours towards the vacation allotment for the agents.

     

    I am unsure of what you mean by "make a decision on how important it is to continue including the 45 min unpaid time for meal.  As you've noted that's would add effort to scheduling time off. "

     

    Can you explain?

     

    Thanks!

     

     

    image001.png@01D3B77D.A3B528B0

     

    Carmen Chapman

    Senior Workforce Analyst, Customer Enablement (Workforce Management)

    519-593-1576

    |1-800-387-0750 | TTY 1-800-387-0050 | F 1-888-313-7373

     

     






  • 9.  RE: Schedule Exceptions

    GENESYS
    Posted 01-13-2020 15:01
    No replies, thread closed.
    Thanks for your response. Sounds like you really only need to change the default length of the time off request to 7.25 hours. 

    So when time off is requested it's requested in 7.25 hour lengths and applied on the schedule as 7.25 and not 8. ​



    You may also change the default length of the Activity Type in the Activity Code configuration on the top right of the Optimizer Home screen. 



    ** Earlier I read that you may want to maintain the 45 min meal on the schedule with the time off.


    ------------------------------
    Chuck Swain
    Genesys
    Strategic Business Consultant
    ------------------------------



  • 10.  RE: Schedule Exceptions

    Posted 01-13-2020 15:14
    No replies, thread closed.

    If I understand correctly, if I change the time-off to 7.25 hours daily and 36.25 hours weekly then this should already allow for full day coding to only be counted as 7.25 hours?

     

    Also, do I need to change the part circled in red to 7.25 as the minimum and maximum to 10.875? Before it was 8 hours and 12 hours.

     

     

    Thanks for you help!

     

    image001.png@01D3B77D.A3B528B0

     

    Carmen Chapman

    Senior Workforce Analyst, Customer Enablement (Workforce Management)

    519-593-1576

    |1-800-387-0750 | TTY 1-800-387-0050 | F 1-888-313-7373

     

     






  • 11.  RE: Schedule Exceptions

    GENESYS
    Posted 01-13-2020 15:17
    No replies, thread closed.

    Yes, you may also choose to adjust down the ranges as appropriate to your scheduling.

     

     

    Thanks,

     

    Chuck Swain

    chuck.swain@genesys.com

    317.957.1471

     






  • 12.  RE: Schedule Exceptions

    Posted 01-13-2020 15:21
    No replies, thread closed.

    Thank you so much Chuck J

     

    image001.png@01D3B77D.A3B528B0

     

    Carmen Chapman

    Senior Workforce Analyst, Customer Enablement (Workforce Management)

    519-593-1576

    |1-800-387-0750 | TTY 1-800-387-0050 | F 1-888-313-7373

     

     






  • 13.  RE: Schedule Exceptions

    Posted 01-30-2020 12:08
    No replies, thread closed.

    Hi Chuck,

     

    I trialed changing the time off to what you suggested previously (see below) but still found that the absences were being counted as 8 hours. I think that it is because the lunch break codes are "paid" break codes. So I am trialing the lunch break codes as "unpaid" now to see if it will make a difference.

     

    Is there anything else you can suggest?

     

    Thanks,

     

     

    image001.png@01D3B77D.A3B528B0

     

    Carmen Chapman

    Senior Workforce Analyst, Customer Enablement (Workforce Management)

    519-593-1576

    |1-800-387-0750 | TTY 1-800-387-0050 | F 1-888-313-7373

     

     






  • 14.  RE: Schedule Exceptions

    GENESYS
    Posted 01-30-2020 12:58
    No replies, thread closed.
    If you are manually populating the lunch activity and it is paid as well, it will increase the paid time accordingly.

    ------------------------------
    Chuck Swain
    Genesys
    Strategic Business Consultant
    ------------------------------



  • 15.  RE: Schedule Exceptions

    Posted 01-30-2020 13:38
    No replies, thread closed.

    Hi Chuck,

     

    Okay, so it would make sense then that keeping paid lunches would continue to count towards the overall absence hour totals.

     

    Thank you for confirming!

     

    image001.png@01D3B77D.A3B528B0

     

    Carmen Chapman

    Senior Workforce Analyst, Customer Enablement (Workforce Management)

    519-593-1576

    |1-800-387-0750 | TTY 1-800-387-0050 | F 1-888-313-7373

     

     






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