Genesys Cloud - Main

Hello,

We have a lot of manual adjustments to our agents due to adding training or tech outages. I am trying to find a way to reduce manual updates to schedules, and by doing so, I added training and tech outages as a time-off activity code. Has anyone done this and had success, or is there a better way to do this? I would like my agents to be able to submit trainings they have signed up for or any outages as needed without having to get with a supervisor for a manual update. 

Hello Ashton, 

What you're running into is a current platform limitation. Agents can only submit self-service requests for activity codes that are tied to the "Time Off" category. Your approach of using time-off activity codes for things like training or tech outages is actually how customers handle this, if they want to enable self-service. The upside is you still get things like automated approvals, visibility for agents, and integration with time-off plans-but the tradeoff is that reporting can get a little messy since those activities show up as time off instead of what they really are.

Because of that, the usual workaround is to create separate time-off codes for each scenario (like "Training Request" or "Tech Outage") so you can at least keep things somewhat organized, and then handle the "true" activity tracking later through adherence or scheduling with the correct activity codes. It's not perfect, but it helps balance self-service with reporting clarity. There's definitely demand for a better solution here, and there are existing feature requests, WESCH-I-433 and WEM-I-449, to allow agents to request non–time-off activities directly, but for now this is the best-supported approach.

Hope this helps!

Hello,

We have a lot of manual adjustments to our agents due to adding training or tech outages. I am trying to find a way to reduce manual updates to schedules, and by doing so, I added training and tech outages as a time-off activity code. Has anyone done this and had success, or is there a better way to do this? I would like my agents to be able to submit trainings they have signed up for or any outages as needed without having to get with a supervisor for a manual update.