Workforce Engagement Management

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  • 1.  How is everyone handling call outs on a current schedule?

    Posted 10-25-2023 10:11

    When an agent calls out for the entire day or a portion of it, we now add an Activity code for Call Out to the schedule. We take this action because our HRIS integration is configured to allow us to add call outs that require PTO to Genesys, which then synchronizes with our HR system.This doesn't count against their adherence and doesn't indicate that they weren't present. I'm attempting to gather suggestions on how to approach this in WFM.

    Thank you in advance,




    Melinda Butler
    Utilities Protection Center

  • 2.  RE: How is everyone handling call outs on a current schedule?

    Posted 10-26-2023 11:33

    I may be misunderstanding your specific use-case, but here's what we do: (We currently do not have HR integration)

    • Schedules are updated with 1 of several codes
      • Sick (a specific requirement for the state of New Mexico, our main center of operations)
      • Unplanned Time Off (generic call-out reason, or if the agent has exhausted all 64 hours of Sick within the calendar year)
      • FMLA (Approval Pending) (used to report FMLA, but approval is given later by our Medical Leave team)
      • Medical Leave of Absence/Personal Leave/Administrative Leave/Short-Term Disability (specific long-term leaves)
    • Our separate tracker, built in Microsoft Access, is then updated with the number of hours and occurrences.

    Gene Gutierrez | Workforce Coordinator
    Presbyterian Customer Service Center
    Albuquerque, NM

  • 3.  RE: How is everyone handling call outs on a current schedule?

    Posted 10-27-2023 08:13

    We have several codes but they are labeled to affect adherence. We set this in the Off-Queue category. You calling out is not adhering to your schedule and impacting operations. We do not have HRIS integration since we have regular and temp employees with different pay systems.

    Off Queue

    • Call Out
    • Left Early
    • Late

    Time Off:

    • Leave
    • UPTO
    • PTO
    • Sick

    If they call out and HR later excuses the days, we will change "Call Out" to "Sick" or "UPTO". We are in the process of discussing new classifications codes and how this affects scheduling. One of my dislikes is that we use Sick and Leave as Time Off so when they request time off in Genesys, it shows as a selection to pick. I also wish we could change the colors on the schedules for different things. 

    Reign Sledge
    Nan McKay and Associates

  • 4.  RE: How is everyone handling call outs on a current schedule?

    Top 25 Contributor
    Posted 10-27-2023 09:46

    @Reign Sledge  Regarding your Sick and Leave time off codes being available for your agents to pick, if you uncheck the "Agent Selectable" box, the code will not appear in the dropdown list of codes that the agents has to choose from.

    [Gina] [Palmer]
    [Workforce Manager]

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