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how do you create the relationship between an agent and their supervisor, so that late requests in the Tempo app work as designed?

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  • 1.  how do you create the relationship between an agent and their supervisor, so that late requests in the Tempo app work as designed?

    Posted 04-03-2024 11:50
    No replies, thread closed.

    How do you signify the relationship between an agent and their supervisor so that an agent can "Submit late requests to your supervisor. To notify that you are running late, tap the Running Late icon"


    #TempoMobile

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    Conor Twomey
    American Family Mutual Insurance Company, S.I.
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  • 2.  RE: how do you create the relationship between an agent and their supervisor, so that late requests in the Tempo app work as designed?

    Posted 04-04-2024 13:21
    No replies, thread closed.

    Hi Conor, 

    Currently, the WFM concept of agent and supervisor is purely based on permissions/roles. This means that supervisors can see requests from all users assigned the appropriate permission for agents.

    • The following permissions allow access to receive explanation requests for supervisors:
      • Workforce Management > Adherence Explanation > View
      • Workforce Management > Adherence Explanation > Add
      • Workforce Management > Adherence Explanation > Edit
      • Workforce Management > Adherence Explanation > Notify
    • The following permissions for agents:
      • Workforce Management > Agent Adherence Explanation > Submit

    Hope this answers your question!



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    Kylee Kasper, Product Manager
    Genesys - Employees
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  • 3.  RE: how do you create the relationship between an agent and their supervisor, so that late requests in the Tempo app work as designed?

    Posted 04-04-2024 14:21
    No replies, thread closed.

    I had raised an idea request to improve the whole agent/supervisor mapping and be able to use it for other things instead of just showing reporting lines.  This was looking to replicate some of what was possible on the Engage platform.  Sadly it got no votes and was denied :(



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    Vaun McCarthy
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