Hi,

I received a pretty specific question today from one supervisor in a team. They would like to easily get a view/report on the amount of sick leaves on a monthly basis. Is there any way to collect this data within WFM in Genesys Cloud as of today? Today they will add the Time-off category and set Sickleave instead of the actual work plan that agent had for the day/week.

What I've found this far is that the only possibility is to check in on old schedules and go through week by week to see if any changes have been made and then collect the information.

What would have been nice would be something as easy as this:

Month: January

Agent A: Full days: 20, Sick days: 5
Agent B: Full days: 24, Sick days: 1
Agent C: Full days 15, Sick days 10

I get that above isn't possible to retrieve in that way but something similar would be nice to have for them to easily collect the amount of sickleave they have added on a monthly basis.

Reaching out to all of you in the community to see if we have any bright ideas on how this pretty easy question could be solved. Thanks!

I'm unsure of a way to get the formatting you're looking for, but the only way I've learned is to select view by month. Then, select your sick leave filter and export. 

You'll get a list of each person associated with the Sick Leave code for that month. 

Hi,

I received a pretty specific question today from one supervisor in a team. They would like to easily get a view/report on the amount of sick leaves on a monthly basis. Is there any way to collect this data within WFM in Genesys Cloud as of today? Today they will add the Time-off category and set Sickleave instead of the actual work plan that agent had for the day/week.

What I've found this far is that the only possibility is to check in on old schedules and go through week by week to see if any changes have been made and then collect the information.

What would have been nice would be something as easy as this:

Month: January

Agent A: Full days: 20, Sick days: 5
Agent B: Full days: 24, Sick days: 1
Agent C: Full days 15, Sick days 10

I get that above isn't possible to retrieve in that way but something similar would be nice to have for them to easily collect the amount of sickleave they have added on a monthly basis.

Reaching out to all of you in the community to see if we have any bright ideas on how this pretty easy question could be solved. Thanks!

Hi Jacqueline,

Thanks for your reply.

The formatting doesn't really matter, i could transform it from csv as well.

When you say you do it on monthly view and select sick leave filter. Where or in what module are you doing this?

Thanks!

BR
Fredrik

------------------------------
Fredrik Jansson
Dustin AB

Original Message:
Sent: 09-28-2023 11:38
From: Jacqueline Turner
Subject: Genesys Cloud CX - Sick leave historical analysis

I'm unsure of a way to get the formatting you're looking for, but the only way I've learned is to select view by month. Then, select your sick leave filter and export. 

You'll get a list of each person associated with the Sick Leave code for that month. 

------------------------------
Jacqueline Turner
Workflow Coordinator
NYCM Insurance

Original Message:
Sent: 09-27-2023 14:24
From: Fredrik Jansson
Subject: Genesys Cloud CX - Sick leave historical analysis

Hi,

I received a pretty specific question today from one supervisor in a team. They would like to easily get a view/report on the amount of sick leaves on a monthly basis. Is there any way to collect this data within WFM in Genesys Cloud as of today? Today they will add the Time-off category and set Sickleave instead of the actual work plan that agent had for the day/week.

What I've found this far is that the only possibility is to check in on old schedules and go through week by week to see if any changes have been made and then collect the information.

What would have been nice would be something as easy as this:

Month: January

Agent A: Full days: 20, Sick days: 5
Agent B: Full days: 24, Sick days: 1
Agent C: Full days 15, Sick days 10

I get that above isn't possible to retrieve in that way but something similar would be nice to have for them to easily collect the amount of sickleave they have added on a monthly basis.

Reaching out to all of you in the community to see if we have any bright ideas on how this pretty easy question could be solved. Thanks!

#Genesys Cloud CX
#Scheduling

------------------------------
Fredrik Jansson
Dustin AB
------------------------------

Hi,

I received a pretty specific question today from one supervisor in a team. They would like to easily get a view/report on the amount of sick leaves on a monthly basis. Is there any way to collect this data within WFM in Genesys Cloud as of today? Today they will add the Time-off category and set Sickleave instead of the actual work plan that agent had for the day/week.

What I've found this far is that the only possibility is to check in on old schedules and go through week by week to see if any changes have been made and then collect the information.

What would have been nice would be something as easy as this:

Month: January

Agent A: Full days: 20, Sick days: 5
Agent B: Full days: 24, Sick days: 1
Agent C: Full days 15, Sick days 10

I get that above isn't possible to retrieve in that way but something similar would be nice to have for them to easily collect the amount of sickleave they have added on a monthly basis.

Reaching out to all of you in the community to see if we have any bright ideas on how this pretty easy question could be solved. Thanks!

How are you updating the agents' schedules? Are you just manually applying the time off or are you entering it as a time-off request?

If updating the schedule manually (which is how we do it), the only option is a painful one of going week by week and exporting the activities. I know it's rough - I do this daily for 3 business units (with more coming soon as WFM expands throughout our large org) just to report daily callouts. We also publish schedules weekly, so to pull a monthly report like you would be 4 weeks x 3 BU exports.

Alternatively, if you're entering a time-off request, Jacqueline's method should be an option.

------------------------------
Gene Gutierrez | Workforce Coordinator
Presbyterian Customer Service Center
Albuquerque, NM

Original Message:
Sent: 09-27-2023 14:24
From: Fredrik Jansson
Subject: Genesys Cloud CX - Sick leave historical analysis

Hi,

I received a pretty specific question today from one supervisor in a team. They would like to easily get a view/report on the amount of sick leaves on a monthly basis. Is there any way to collect this data within WFM in Genesys Cloud as of today? Today they will add the Time-off category and set Sickleave instead of the actual work plan that agent had for the day/week.

What I've found this far is that the only possibility is to check in on old schedules and go through week by week to see if any changes have been made and then collect the information.

What would have been nice would be something as easy as this:

Month: January

Agent A: Full days: 20, Sick days: 5
Agent B: Full days: 24, Sick days: 1
Agent C: Full days 15, Sick days 10

I get that above isn't possible to retrieve in that way but something similar would be nice to have for them to easily collect the amount of sickleave they have added on a monthly basis.

Reaching out to all of you in the community to see if we have any bright ideas on how this pretty easy question could be solved. Thanks!

#Genesys Cloud CX
#Scheduling

------------------------------
Fredrik Jansson
Dustin AB
------------------------------

Hi,

I received a pretty specific question today from one supervisor in a team. They would like to easily get a view/report on the amount of sick leaves on a monthly basis. Is there any way to collect this data within WFM in Genesys Cloud as of today? Today they will add the Time-off category and set Sickleave instead of the actual work plan that agent had for the day/week.

What I've found this far is that the only possibility is to check in on old schedules and go through week by week to see if any changes have been made and then collect the information.

What would have been nice would be something as easy as this:

Month: January

Agent A: Full days: 20, Sick days: 5
Agent B: Full days: 24, Sick days: 1
Agent C: Full days 15, Sick days 10

I get that above isn't possible to retrieve in that way but something similar would be nice to have for them to easily collect the amount of sickleave they have added on a monthly basis.

Reaching out to all of you in the community to see if we have any bright ideas on how this pretty easy question could be solved. Thanks!