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

#WFM

#WorkforceManagement
#Scheduling

------------------------------
Melinda Butler
Utilities Protection Center
------------------------------

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.
  • A separate idea (https://genesyscloud.ideas.aha.io/ideas/WESCH-I-259) has been entered to have Genesys build their own tool for attendance that could later be updated by the system since it already has the assigned Activity Codes

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

Original Message:
Sent: 10-25-2023 10:10
From: Melinda Butler
Subject: How is everyone handling call outs on a current schedule?

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

#WFM

#WorkforceManagement
#Scheduling

------------------------------
Melinda Butler
Utilities Protection Center
------------------------------

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
------------------------------

Original Message:
Sent: 10-25-2023 10:10
From: Melinda Butler
Subject: How is everyone handling call outs on a current schedule?

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

#WFM

#WorkforceManagement
#Scheduling

------------------------------
Melinda Butler
Utilities Protection Center
------------------------------

@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]
[Papa]
------------------------------

Original Message:
Sent: 10-27-2023 08:13
From: Reign Sledge
Subject: How is everyone handling call outs on a current schedule?

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

Original Message:
Sent: 10-25-2023 10:10
From: Melinda Butler
Subject: How is everyone handling call outs on a current schedule?

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

#WFM

#WorkforceManagement
#Scheduling

------------------------------
Melinda Butler
Utilities Protection Center
------------------------------