Workforce Engagement Management

Hi Debora, 

I hope you are doing well!  Let me try to answer your questions.  

Yes we do plan to add overtime and VTO features to GC WFM.  We are actually collecting requirements now and hope to kick off dev work on this project later this year.  We'd love to get your input.  The PM for this feature is @Damaris Scott if you'd like to talk to her.  For now, like you mention, adding an On Queue Overtime Activity code and then adding that manually to agent schedules is the best workaround.  

On the time-off balances side, we are currently focusing on the HRIS integration solution which was recently GAd.  We don't have current plans to add balance accrual features to WFM but will continue to monitor customer feedback here to determine if this additional capability is necessary.  

I hope this helps.

Thank you,
Chris Johnson

Hi Debora, 

I hope you are doing well!  Let me try to answer your questions.  

Yes we do plan to add overtime and VTO features to GC WFM.  We are actually collecting requirements now and hope to kick off dev work on this project later this year.  We'd love to get your input.  The PM for this feature is @Damaris Scott if you'd like to talk to her.  For now, like you mention, adding an On Queue Overtime Activity code and then adding that manually to agent schedules is the best workaround.  

On the time-off balances side, we are currently focusing on the HRIS integration solution which was recently GAd.  We don't have current plans to add balance accrual features to WFM but will continue to monitor customer feedback here to determine if this additional capability is necessary.  

I hope this helps.

Thank you,
Chris Johnson

Hi Debora, 

I hope you are doing well!  Let me try to answer your questions.  

Yes we do plan to add overtime and VTO features to GC WFM.  We are actually collecting requirements now and hope to kick off dev work on this project later this year.  We'd love to get your input.  The PM for this feature is @Damaris Scott if you'd like to talk to her.  For now, like you mention, adding an On Queue Overtime Activity code and then adding that manually to agent schedules is the best workaround.  

On the time-off balances side, we are currently focusing on the HRIS integration solution which was recently GAd.  We don't have current plans to add balance accrual features to WFM but will continue to monitor customer feedback here to determine if this additional capability is necessary.  

I hope this helps.

Thank you,
Chris Johnson

Hi- I wanted to check to see if this is still in process? We needed a better way to automate and streamline overtime when needed. 

Hi Debora, 

I hope you are doing well!  Let me try to answer your questions.  

Yes we do plan to add overtime and VTO features to GC WFM.  We are actually collecting requirements now and hope to kick off dev work on this project later this year.  We'd love to get your input.  The PM for this feature is @Damaris Scott if you'd like to talk to her.  For now, like you mention, adding an On Queue Overtime Activity code and then adding that manually to agent schedules is the best workaround.  

On the time-off balances side, we are currently focusing on the HRIS integration solution which was recently GAd.  We don't have current plans to add balance accrual features to WFM but will continue to monitor customer feedback here to determine if this additional capability is necessary.  

I hope this helps.

Thank you,
Chris Johnson

Hi Debora, 

I hope you are doing well!  Let me try to answer your questions.  

Yes we do plan to add overtime and VTO features to GC WFM.  We are actually collecting requirements now and hope to kick off dev work on this project later this year.  We'd love to get your input.  The PM for this feature is @Damaris Scott if you'd like to talk to her.  For now, like you mention, adding an On Queue Overtime Activity code and then adding that manually to agent schedules is the best workaround.  

On the time-off balances side, we are currently focusing on the HRIS integration solution which was recently GAd.  We don't have current plans to add balance accrual features to WFM but will continue to monitor customer feedback here to determine if this additional capability is necessary.  

I hope this helps.

Thank you,
Chris Johnson

These two missing features (personal banks with or without accruals and the ability to post and agents pick up OT) are huge misses and we are really feeling the pain of not having this functionality. 

What about a blueprint to read a data table in Genesys Cloud?

Hi Gina, as mentioned above @Damaris Scott is gathering requirements now for OT and i'm sure she'd be happy to talk and collect your requirements there.  In regard to the time off banks, we recently released HRIS integration functionality (allows accruals and balances stored on HRIS system to be used with Genesys Cloud to approve time-off requests.).  Here's a link:  https://help.mypurecloud.com/articles/workforce-management-and-hr-system-integration-for-time-off-overview/

Some customers are exploring storing balances in a database and connecting to that instead of an HRIS system.  There is flexibility in what you connect to and how you connect but it does require some integration work.

I hope this helps.

Thank you,
Chris Johnson

These two missing features (personal banks with or without accruals and the ability to post and agents pick up OT) are huge misses and we are really feeling the pain of not having this functionality. 

Hi Gina, as mentioned above @Damaris Scott is gathering requirements now for OT and i'm sure she'd be happy to talk and collect your requirements there.  In regard to the time off banks, we recently released HRIS integration functionality (allows accruals and balances stored on HRIS system to be used with Genesys Cloud to approve time-off requests.).  Here's a link:  https://help.mypurecloud.com/articles/workforce-management-and-hr-system-integration-for-time-off-overview/

Some customers are exploring storing balances in a database and connecting to that instead of an HRIS system.  There is flexibility in what you connect to and how you connect but it does require some integration work.

I hope this helps.

Thank you,
Chris Johnson

These two missing features (personal banks with or without accruals and the ability to post and agents pick up OT) are huge misses and we are really feeling the pain of not having this functionality.