Workforce Engagement Management

Can someone tell me how supervisors can submit schedule change requests, to be reviewed by WFM, based on activity codes? These are off queue activities but still included in paid time: meetings, training, paperwork time, etc. We do not want these activities to be agent selectable. 

#Workforce Management
#ScheduleManagement

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[Jenn] [Tvrdy]
[Systems Analyst]
[Premera Blue Cross]
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Following

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Andrea Rushfeldt
ATB Financial
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There currently is not a way to add exceptions by other users like there was in prior versions of Genesys. In Genesys Engage we had the ability to have sups request exceptions on behalf of agents for multiple things that WFM could configure. In order for a sup to request them now they get full approval as well. There are multiple ideas in the idea portal that have been merged for this type of feature to be added to Cloud. It is currently under PM Review so please vote on it if you have not so you can also show the need for this feature to be added. You can find the idea here.

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Michael Haney
Presbyterian Healthcare Services
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Thank you for the reply, Michael. Much appreciated. I will be sure to go out and vote for this. 

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Jenn Tvrdy
Systems Analyst
Premera Blue Cross
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Original Message:
Sent: 09-17-2024 10:06
From: Michael Haney
Subject: How does a supervisor submit a schedule change request

There currently is not a way to add exceptions by other users like there was in prior versions of Genesys. In Genesys Engage we had the ability to have sups request exceptions on behalf of agents for multiple things that WFM could configure. In order for a sup to request them now they get full approval as well. There are multiple ideas in the idea portal that have been merged for this type of feature to be added to Cloud. It is currently under PM Review so please vote on it if you have not so you can also show the need for this feature to be added. You can find the idea here.

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Michael Haney
Presbyterian Healthcare Services
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