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  • 1.  Looking for way to access "Overtime" feature

    NEW MEMBER
    Posted 09-05-2024 13:54

    Hello!  I apologize in advance if this is an obvious question, but I couldn't find anything specific in documentation, so thought that I would ask here.

    I've been looking for a better way for our team to handle overtime requests than us having to manually enter them.  Currently we use Genesys Cloud (and use it to administer PTO requests).  I found multiple documents that all reference an "overtime" system where we could enter blocks that our employees could sign up for.  However, I could only find this feature for a "Genesys WFM" that referenced paths and options we don't seem to have.  Is this feature available for Genesys Cloud?

    If it's not available for Genesys Cloud, is there another feature we could utilize to offer additional shifts that our agents could pick up voluntarily?


    #PlatformAdministration
    #SystemAdministration
    #Unsure/Other

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    Brian Mathews
    Providence Health & Services
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  • 2.  RE: Looking for way to access "Overtime" feature
    Best Answer

    GENESYS
    Posted 09-06-2024 09:45

    Hello Brian,

    Welcome to the Community. I was looking around our Product Ideas Lab and I can see that we have a few Ideas submitted related to overtime. I did find this idea in the Product Ideas Lab that seems pretty similar to what you're looking for. It has had a few other ideas merged into it and is currently Under PM Review. I would recommend that you check that Idea out and see if it matches your needs. 

    If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development. Additionally, if you want to make another enhancement request for Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab!



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 3.  RE: Looking for way to access "Overtime" feature

    GENESYS
    Posted 09-06-2024 09:58

    Hello Brian, 

    If you were looking at the correct documentation you should have access to WFM products if you have Genesys Cloud. Here is the link to the documentation. 

    As for overtime management there is no inherent system...yet. We do have an idea floating around out there that would bring this functionality into GC. https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-33

    My recommendation would be to go vote for this idea so it can get a lot more traction. 

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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