Workforce Engagement Management

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  • 1.  Cancelling Time off Request Behavior - HELP with Use Cases

    GENESYS
    Posted 10-22-2024 11:09

    Hi All!

    I'm contacting this awesome community to gather as many use cases as possible for how Genesys Cloud should handle canceling a time off request. Please focus more on the problem we should solve, not the solution. I'd love to hear tons about your process when an agent cancels a time off. For example, what would you do if there was a previously published schedule? What if the schedule was never published? How do you determine the shift that should be inserted (tell me about your process)? 

    Please bring me everything you got! I want to hear it. If we gather a good number of use cases, I can schedule a call with you and we can discuss them in greater detail. 

    Thank you for being such a wonderful community. I look forward to hearing from you.


    #TimeOff/HRIS

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    Damaris Scott
    Senior Product Manager, Genesys Cloud Workforce Management
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  • 2.  RE: Cancelling Time off Request Behavior - HELP with Use Cases

    Posted 10-22-2024 16:06

    Hi Damaris - 

    • Canceling when there was a published schedule and request was initially made after published and then cancelled- We look at the agent history and use the previous version
    • Canceling when there was a published schedule and request was initially made after generation but before publishing, and cancelled after publishing- We use the work plan (because there would be no agent history attached to shift) and manually add it
    • Canceling when the schedule was generated but not published yet - We use work plan and manually add it


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    Shannon Hellner
    WFM manager
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    Original Message


  • 3.  RE: Cancelling Time off Request Behavior - HELP with Use Cases

    Posted 10-23-2024 11:48
    Edited by Gina Palmer 10-23-2024 11:48

    When know about the cancellation of an already applied request because we get the WARNING box telling us. 

    • If there is an agent history available, we restore the last shift that was applied
    • If there is no agent history available, we manually enter the shift



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


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