Workforce Engagement Management

Hello Community! 

Does anyone who has completed an HRIS with WFM know if Genesys Cloud will be able to deny vacation requests after the agent's vacation balance reaches zero? Or understand how the request is handled by the system in this situation?

Thank you for any insights you may provide! 

#Workforce Management
#TimeOff,AbsenceManagement

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Tam Cao
Senior Consultant, Customer Experience
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Hello Tam,

WFM HRIS time-off integration is based on GC Architect workflows, which have to be created by the customer. The provided blueprint https://developer.genesys.cloud/blueprints/wfm-hris-blueprint/ has examples of those workflows.

In the provided example, the workflow is checking whether time-off request that is about to be inserted has PENDING status. If so, it is making a balance check with HRIS system and can return "InsufficientBalance" code back to Genesys Cloud WFM. In turn, GC WFM will not auto-approve such request. It does not set the status to DENIED, but keeps it PENDING-Insufficient Balance.

However, in the example workflow, if time-off request is already set in APPROVED status, then the workflow does not check balance and proceeds with inserting the request to HRIS. It is assumed that the user has decided to push time-off request regardless the balance situation.

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Vidas Placiakis
Director
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