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I am wondering if anyone has experience with the time off limits, and how they manage this within the operation? How this is deducted depends on whether the schedule has been published or not for the requested dates, and it would be good to understand how this is tracked and used for approving further requests.
In this example the work plan is to work 8 hrs per day on any 5 days over the week, so 40 hours per week is generated to work each week.
If an agent requests time off for a full week that is published the dates are recognised on the request, and where the schedule is not published it deducts 8 hrs for all days. Once the shift is published, this changes to 48 hrs on the request, despite the schedule showing 40 hours over the week.
We know the allocated time off hours don't update after publication. However, we have two scenarios where different amounts are deducted from the time off limit. Where the schedule was published the 40 hrs are spread evenly over the 7 days (5.7 hrs per day - despite the initial request recognising the days that were scheduled). Where the schedule was initially unpublished we still see 8 hrs deducted per day.
Can anyone share how you track and manage this within the operation?
And has anyone experienced the same issue where the hours the agent can see after publication change from 56 hrs to 48 hrs rather than the scheduled 40 hrs? Particularly if you have HRIS in place - how does this feed into it?
Thanks lots in advance, Heather
#timeofflimits #HRIS #timeoffrequests
Hi Heather! I find this to be odd behavior. I've reached out to our development team to take a look. I'll post again once they've had a chance to look into it. Thank you for your level of detail in this post :) it helps a bunch.
I've confirmed that this is not normal behavior. Our dev team already has a ticket they are working on fixing the limit issue.
Thanks lots - I appreciate the response. Heather
I don't know if it is the same issue, but if I replace a shift with time off after publish, it counts unpaid lunch time to the new paid time off, so it ups their paid time by the lunch time. I have to manually adjust down the paid time EVERY time.
Hi. We raised this as an issue at the beginning of July, and as yet have not had a solution from Genesys. Before July it wasn't an issue - and so there must have been a change implemented behind the scenes to cause it. Unfortunately, this problem stops some people being put on the automated waitlist, and places them in pending. This creates a risk of someone else booking the available time off before we get the chance to manually approve.
For anyone following this chain, I have found a solution that works for requestable time off.
For a week off where the schedule is not yet generated, and your work plan has flexible working days where any 5 out of 7 will have a shift assigned, you can request ANY 5 days in that week, and the system will assume these are the days you will be working. You will therefore have the correct number of hours deducted for the week, and it will come off of the limit for those 5 days.
In your scenario where the agent could be working any 5 of 7 and they book 5 days AL (say - Mon - Fri). When you generate the schedule, would it recognise that all of the paid hrs for the week had been allocated or is there a chance it would put a shift on the Sat or Sun of the week?
Based on your example above, in all experiments I have carried out, where the days are fully flexible, there has never been a shift generated for Saturday or Sunday. The only time this has not been the case, is where Saturday and/or Sunday is a stipulated day in the work plan. If, for example, Saturday was a stipulated day, and the RDO was any weekday, the agent could request Saturday plus any 4 weekdays.
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