Hi there,

Do we have any plans to add overtime features to GC WFM ? Right now are there any work arounds to have that feature working ? or the only way would be to manually add overtime to a agent's schedule using a new activity code - on queue for that?

Furthermore, do we have any plans to include time off balances and accruing hours to GC WFM or the HRIS integration will be the way to go in the future?

Thank you !

Debora 

#Roadmap/NewFeatures 

#WFMSchedule 

#Overtime 

#TimeOff 

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 there,

Do we have any plans to add overtime features to GC WFM ? Right now are there any work arounds to have that feature working ? or the only way would be to manually add overtime to a agent's schedule using a new activity code - on queue for that?

Furthermore, do we have any plans to include time off balances and accruing hours to GC WFM or the HRIS integration will be the way to go in the future?

Thank you !

Debora 

#Roadmap/NewFeatures 

#WFMSchedule 

#Overtime 

#TimeOff 

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 there,

Do we have any plans to add overtime features to GC WFM ? Right now are there any work arounds to have that feature working ? or the only way would be to manually add overtime to a agent's schedule using a new activity code - on queue for that?

Furthermore, do we have any plans to include time off balances and accruing hours to GC WFM or the HRIS integration will be the way to go in the future?

Thank you !

Debora 

#Roadmap/NewFeatures 

#WFMSchedule 

#Overtime 

#TimeOff 

I have a customer in Finland who is thinking about switching from competitor's wfm system to Genesys. They currently use Genesys Cloud only for voice interactions. One major reason why they haven't switched yet, is the lack of overtime and/or timebank. If that would be built into Genesys WFM, they would definitely make the switch. @Damaris Scott if you have any questions or want to hear more about my customer, let me know. 

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 there,

Do we have any plans to add overtime features to GC WFM ? Right now are there any work arounds to have that feature working ? or the only way would be to manually add overtime to a agent's schedule using a new activity code - on queue for that?

Furthermore, do we have any plans to include time off balances and accruing hours to GC WFM or the HRIS integration will be the way to go in the future?

Thank you !

Debora 

#Roadmap/NewFeatures 

#WFMSchedule 

#Overtime 

#TimeOff 

Hi there,

Do we have any plans to add overtime features to GC WFM ? Right now are there any work arounds to have that feature working ? or the only way would be to manually add overtime to a agent's schedule using a new activity code - on queue for that?

Furthermore, do we have any plans to include time off balances and accruing hours to GC WFM or the HRIS integration will be the way to go in the future?

Thank you !

Debora 

#Roadmap/NewFeatures 

#WFMSchedule 

#Overtime 

#TimeOff 

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 there,

Do we have any plans to add overtime features to GC WFM ? Right now are there any work arounds to have that feature working ? or the only way would be to manually add overtime to a agent's schedule using a new activity code - on queue for that?

Furthermore, do we have any plans to include time off balances and accruing hours to GC WFM or the HRIS integration will be the way to go in the future?

Thank you !

Debora 

#Roadmap/NewFeatures 

#WFMSchedule 

#Overtime 

#TimeOff 

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 there,

Do we have any plans to add overtime features to GC WFM ? Right now are there any work arounds to have that feature working ? or the only way would be to manually add overtime to a agent's schedule using a new activity code - on queue for that?

Furthermore, do we have any plans to include time off balances and accruing hours to GC WFM or the HRIS integration will be the way to go in the future?

Thank you !

Debora 

#Roadmap/NewFeatures 

#WFMSchedule 

#Overtime 

#TimeOff 

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 there,

Do we have any plans to add overtime features to GC WFM ? Right now are there any work arounds to have that feature working ? or the only way would be to manually add overtime to a agent's schedule using a new activity code - on queue for that?

Furthermore, do we have any plans to include time off balances and accruing hours to GC WFM or the HRIS integration will be the way to go in the future?

Thank you !

Debora 

#Roadmap/NewFeatures 

#WFMSchedule 

#Overtime 

#TimeOff 

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 there,

Do we have any plans to add overtime features to GC WFM ? Right now are there any work arounds to have that feature working ? or the only way would be to manually add overtime to a agent's schedule using a new activity code - on queue for that?

Furthermore, do we have any plans to include time off balances and accruing hours to GC WFM or the HRIS integration will be the way to go in the future?

Thank you !

Debora 

#Roadmap/NewFeatures 

#WFMSchedule 

#Overtime 

#TimeOff