Workforce Engagement Management

Hi Everyone,
Our company is using Genesys Workforce Management version 8.5.217.16 Prem and I need to find similar companies using the same version to talk through best practices.
Can someone point me to someone or reach out to me?

One of our recent obstacles is figuring out how this issue below can be resolved and it there are options we are unaware of to achieve the results we are seeking. 

Problem: When agent request time off in Genesys WFM, if they have a coaching exception on their schedule or any other exception, the system will approve the time off without looking at the exception.

What we want to happen: We would like the system to see an exception and not approve. A message would be nice to advise the agent the exception needs to be removed before time off can be approved. This will prompt the agent to contact their Supervisor to question the importance of the Exception. The agent's Supervisor can then take action on that exception to decide if time off can be granted.

Current Settings available: The setting available to us in Genesys Administrator does not seem to give us the results we need.

Server Settings for Calendar Service = Auto Publish Time Off to Schedule

• Our Current setting: auto Publish Time Off delete overlapping schedule state (e.g Exception)
• Other settings available:
  • No auto publish – (this is not recommended since it will not apply the time off to the schedules)
• Auto Publish Time Off but do not overlap with schedule state (e.g Exception) – (this option will still approve and publish the time off but the exception will remain on the schedule. Not recommended)
  
  
  Not sure if this requires are ticket to be resolved or an enhancement.

#Workforce Management

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Daisha Whiteside
Walgreens Co.
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Hi Daisha,

As the setting is for part day time off requests only, I have done numerous tests and the only solution I come up with is to have the setting: Calendar Service = Auto Publish Time Off to Schedule set to Auto Publish Time Off but do not overlap with schedule state (e.g Exception). With this setting, if the agent requests the leave as part day (even though they are requesting the whole day) e.g. 9am to 5pm - if there is an exception in their schedule they will get a pop up notice and they will not be able to request the leave.

Not ideal, I know as the agent can still book a full day if they choose to and that negates the suggestion above :-(

I would raise a case with the Care Team to confirm and also raise an Idea in the Ideas Lab to request an enhancement similar to the option 'Auto Publish Time Off but do not overlap with schedule state (e.g Exception)' but to include Full Day requests.



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Tracy
Genesys
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Hi Tracy
Thanks for responding, so soon and appreciate the feedback. 
We will look into testing the setting suggested. It's good to know it will at least give them a pop up for partial day requests. Since it will not solve our full day requests, we will understand the behavior and be able to detail our enhancement request for including Full Day requests in the Idea Lab.

We will also get a case submitted incase there is something we are missing.

Thanks again!

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Daisha Whiteside
Walgreens Co.
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Original Message:
Sent: 02-23-2022 08:35
From: Tracy Vickers
Subject: Genesys WFM - Time Off Types and Exception Types priorities

Hi Daisha,

As the setting is for part day time off requests only, I have done numerous tests and the only solution I come up with is to have the setting: Calendar Service = Auto Publish Time Off to Schedule set to Auto Publish Time Off but do not overlap with schedule state (e.g Exception). With this setting, if the agent requests the leave as part day (even though they are requesting the whole day) e.g. 9am to 5pm - if there is an exception in their schedule they will get a pop up notice and they will not be able to request the leave.

Not ideal, I know as the agent can still book a full day if they choose to and that negates the suggestion above :-(

I would raise a case with the Care Team to confirm and also raise an Idea in the Ideas Lab to request an enhancement similar to the option 'Auto Publish Time Off but do not overlap with schedule state (e.g Exception)' but to include Full Day requests.



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Tracy
Genesys
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FYI: Idea posted

https://genesysengage.ideas.aha.io/ideas/ENWEM-I-733

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Daisha Whiteside
Walgreens Co.
------------------------------

Original Message:
Sent: 02-23-2022 08:35
From: Tracy Vickers
Subject: Genesys WFM - Time Off Types and Exception Types priorities

Hi Daisha,

As the setting is for part day time off requests only, I have done numerous tests and the only solution I come up with is to have the setting: Calendar Service = Auto Publish Time Off to Schedule set to Auto Publish Time Off but do not overlap with schedule state (e.g Exception). With this setting, if the agent requests the leave as part day (even though they are requesting the whole day) e.g. 9am to 5pm - if there is an exception in their schedule they will get a pop up notice and they will not be able to request the leave.

Not ideal, I know as the agent can still book a full day if they choose to and that negates the suggestion above :-(

I would raise a case with the Care Team to confirm and also raise an Idea in the Ideas Lab to request an enhancement similar to the option 'Auto Publish Time Off but do not overlap with schedule state (e.g Exception)' but to include Full Day requests.



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Tracy
Genesys
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