Genesys Cloud - Main

Hi guys

What is your process for adding agents in to do OT outside of their normal workplan/schedule?  Just dropping an on-queue activity to the schedule following on from their scheduled shift, extending the shift length in the schedule, or something else?  Likewise for when someone is not scheduled at all on a particular day but they've been requested to do only an OT shift that day - add them manually to that day and manually assign activities and breaks to them?
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Vaun McCarthy
NTT New Zealand Limited
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Hi Vaun,

In a previous company I worked with we used Activity codes to see who was working overtime, there was different rates of overtime so there were different Activity codes for each rate. 

We had the following for each rate of Overtime, we also had corresponding break codes for each rate.
Pres_OT_1
Pres_OT_1.5
Pres_OT_2 

If people wanted to work their day off it would just be manually added to the shift.

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Darren Leahy
Wren Data Ltd
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