Workforce Engagement Management

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

Bumping to see if anyone has a response for this one. 

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

Hi Gina-  we also had this issue happen when our agents' computers go to sleep.  Our agents are also required to punch in and out for lunch.  But in order to prevent Genesys from logging out, we have instructions for them to adjust their computers' sleep settings to avoid this from happening.  Of course, they need to lock their screen for security purposes, but as long as it does not sleep, Genesys remains logged in.

As for the shrink piece, we do not like how Genesys calculates shrink anyway, so we also have established our own reporting based on actual rep statuses, so we do like them to stay in "meal" during their lunch break.

Bumping to see if anyone has a response for this one. 

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

We're also seeing this issue when our agent's laptops go to sleep. Interested to see if anyone has any suggestions. I'm not sure if there's a configuration setting somewhere to control the auto log out behaviour? I'm yet to find anything.  

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

We originally had this issue but was able to resolve it by disabling the browsers sleep mode. Disable your browser's sleep mode setting - Genesys Cloud Resource Center

We're also seeing this issue when our agent's laptops go to sleep. Interested to see if anyone has any suggestions. I'm not sure if there's a configuration setting somewhere to control the auto log out behaviour? I'm yet to find anything.  

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

Thank you for all the replies.  I understand that there are settings that can be changed to stop a computer from going into Sleep Mode, as we used them in the past when our virtual agents use company owned equipment but I do not think we can force an employee to make these changes on their personal computer.

I am looking for the following feedback regarding the following: Other that the shrinkage being in a different bucket, can anyone think of any other issues moving to a Log Out code for meal times might cause? We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests and we would like to use that and have agents log in and out of Genesys for their lunches. 

We originally had this issue but was able to resolve it by disabling the browsers sleep mode. Disable your browser's sleep mode setting - Genesys Cloud Resource Center

We're also seeing this issue when our agent's laptops go to sleep. Interested to see if anyone has any suggestions. I'm not sure if there's a configuration setting somewhere to control the auto log out behaviour? I'm yet to find anything.  

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

Thank you for all the replies.  I understand that there are settings that can be changed to stop a computer from going into Sleep Mode, as we used them in the past when our virtual agents use company owned equipment but I do not think we can force an employee to make these changes on their personal computer.

I am looking for the following feedback regarding the following: Other that the shrinkage being in a different bucket, can anyone think of any other issues moving to a Log Out code for meal times might cause? We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests and we would like to use that and have agents log in and out of Genesys for their lunches. 

We originally had this issue but was able to resolve it by disabling the browsers sleep mode. Disable your browser's sleep mode setting - Genesys Cloud Resource Center

We're also seeing this issue when our agent's laptops go to sleep. Interested to see if anyone has any suggestions. I'm not sure if there's a configuration setting somewhere to control the auto log out behaviour? I'm yet to find anything.  

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

Gina, I am having trouble envisioning what you are trying to implement, but does that Log Out Lunch accumulate the time?   Meaning you will not have to view a report that says logged out at 12:38pm logged backed in at 1:17pm, and have to do the math to determine if they extended their lunch?  I am not sure about the shrinkage, I was just wondering if this is more work for whoever monitors that. 

Thank you for all the replies.  I understand that there are settings that can be changed to stop a computer from going into Sleep Mode, as we used them in the past when our virtual agents use company owned equipment but I do not think we can force an employee to make these changes on their personal computer.

I am looking for the following feedback regarding the following: Other that the shrinkage being in a different bucket, can anyone think of any other issues moving to a Log Out code for meal times might cause? We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests and we would like to use that and have agents log in and out of Genesys for their lunches. 

We originally had this issue but was able to resolve it by disabling the browsers sleep mode. Disable your browser's sleep mode setting - Genesys Cloud Resource Center

We're also seeing this issue when our agent's laptops go to sleep. Interested to see if anyone has any suggestions. I'm not sure if there's a configuration setting somewhere to control the auto log out behaviour? I'm yet to find anything.  

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

Hi @Judith Jimenez, 

It will actually reduce our workload.  Right now, when the agents computer goes to sleep, the agent is logged out of Genesys in the middle of their lunch.  We have to look through everyone's schedule, every day, and adjust the lunches so that a portion of it is covered via the Log Out Lunch code that we have for partial days off, for just those who were impacted.  If we don't, their SCA takes a hit.  By moving to a Log Off meal code under the Unavailable category, SCA is protected, WFM has less clean-up work, we can still see if they return late via Real Time, the time is still tracked (just in a different bucket), and it still seems to work as a flexible activity when generating schedules.  

From what I can tell, there do not seem to be any drawbacks that I am missing so it seems like we should be good to go.

Gina, I am having trouble envisioning what you are trying to implement, but does that Log Out Lunch accumulate the time?   Meaning you will not have to view a report that says logged out at 12:38pm logged backed in at 1:17pm, and have to do the math to determine if they extended their lunch?  I am not sure about the shrinkage, I was just wondering if this is more work for whoever monitors that. 

Thank you for all the replies.  I understand that there are settings that can be changed to stop a computer from going into Sleep Mode, as we used them in the past when our virtual agents use company owned equipment but I do not think we can force an employee to make these changes on their personal computer.

I am looking for the following feedback regarding the following: Other that the shrinkage being in a different bucket, can anyone think of any other issues moving to a Log Out code for meal times might cause? We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests and we would like to use that and have agents log in and out of Genesys for their lunches. 

We originally had this issue but was able to resolve it by disabling the browsers sleep mode. Disable your browser's sleep mode setting - Genesys Cloud Resource Center

We're also seeing this issue when our agent's laptops go to sleep. Interested to see if anyone has any suggestions. I'm not sure if there's a configuration setting somewhere to control the auto log out behaviour? I'm yet to find anything.  

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

#Workforce Management
#ScheduleManagement

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------

Hi, I'm not sure that's addressing the route of your issue. We seem to not have that type of problem with staff's computers logging them out in sleep mode. We've set our activity code for meal and adherence settings. I'm seeing any issues; we can track all activity code and duration on the schedules, and shrinkage with agents not having to log out of the Genesys platform. 

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

#Workforce Management
#ScheduleManagement

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------

We are having issues with agents being logged out of Genesys while they are out on lunch.  We understand this is due to their computers going to Sleep, but since we have our agents punch out and back in for their unpaid lunches, we think it would be easier to have them log out of Genesys for their lunch.  We have a log out/unavailable code already for Log Out lunch that we used for partial day time off requests.  Other that the shrinkage being in a different bucket.  Does anyone know of any other issues moving to a Log Out code for meal times might cause? 

#Workforce Management
#ScheduleManagement

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------