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Adding Exceptions Adding exceptions to your schedule Per User/Per Day

  • 1.  Adding Exceptions Adding exceptions to your schedule Per User/Per Day

    Posted 10-26-2023 19:29
    Hi Everybody,
    I have a situation where I need to configure exceptions per user and per day, For example: I use my agent "borrowed" anytime. In this situation, I need to configure a day or interval "exception" so as not to affect the adherence user, but the manager has to submit. I see in the documentation that the agent needs to submit by Genesys Tempo App for example and the manager needs approval.
    Have any forms then the submit by the manager?
    My Schedule view - Genesys Cloud Resource Center
    Genesys Cloud Resource Center remove preview
    My Schedule view - Genesys Cloud Resource Center
    You can access your schedule from the Activity > Schedule tab or the... [More]
    View this on Genesys Cloud Resource Center >

    Manage adherence explanations requests - Genesys Cloud Resource Center

    Genesys Cloud Resource Center remove preview
    Manage adherence explanations requests - Genesys Cloud Resource Center
    Adherence explanations enable an agent to notify their supervisors that they are... [More]
    View this on Genesys Cloud Resource Center >

    Att,

    #Genesys Cloud CX
    #Workforce Engagement Management
    #Workforce Management

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    Breno Canyggia Ferreira Marreco
    Mutant
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  • 2.  RE: Adding Exceptions Adding exceptions to your schedule Per User/Per Day

    Posted 10-30-2023 06:11

    Hi Breno, 

    The agent reporting via Tempo is so that they can report late for their next work activity, scenarios such as:

    • I'm stuck in traffic, I'll be 15 minutes late
    • I had an appointment during my lunch and it has run over, I'll be 5 minutes late. 

    At the moment we don't have a feature for submitting other Adherence Explanations, however there is an idea in the Ideas Lab for being able to do this:
    WFM Adherence exception for agent

    Please take a moment to have a look and add your comments and vote, these help us greatly when prioritizing future developments.
    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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    Original Message


  • 3.  RE: Adding Exceptions Adding exceptions to your schedule Per User/Per Day

    Posted 11-06-2023 09:25

    Hi Paul, thank you for your update.

    So bad information. =(

    I see the idea in the Ideas Lab WFM Adherence exception for agent and the description is OK, but this idea has "Genesys Feature Description" below. This idea is finished? or yet waiting vote for execution?

    Genesys Feature Description New Mobile only feature that enabled Employees to notify supervisors that they will be late for their next Scheduled Activity while on the go. Supervisors can Approve/Decline the notification amending how Ahderence is tracked during the late period without adujsting the Schedule. Approved - considered as in Adherence, Declined - Considered as out of adherence.



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    Breno Canyggia Ferreira Marreco
    Mutant
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    Original Message


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