Hello! When our agents cancel their approved full-day PTO to enter a half-day, the new request is being forced into a manual approval even when hours are available. I believe this is because the schedule with the approved PTO has not yet been synced, so Genesys does not see a schedule for the day.
My team however is asking if there was a change, where before the second request auto approved and both the removal of the full day and the addition of the half day came through the sync function at the same time. Anyone have any ideas?
#ScheduleManagement#TimeOff,AbsenceManagement#WFMConfiguration,BestPractices------------------------------
Shannon Hellner
WFM manager
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