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  • 1.  MU to Staffing Group Time Off Allotment Issue

    Posted 04-11-2024 13:45
    No replies, thread closed.

    Hello,

    We currently have Time off applied at the MU level for our Line of Business. Since Staffing Group is now an option we are wanting to make that switch. The problem we have found when setting up the connections is that the Time- Off limits are not picking up the already planned time off that was approved through the MU Level. Does anyone know how do we get the Staffing Group Time off Limits to pick up the pre-planned time in the allocated Time off Hours?


    #Unsure/Other

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    Brandi Tifft
    Auto Club Insurance Association Co.
    ------------------------------


  • 2.  RE: MU to Staffing Group Time Off Allotment Issue

    Posted 04-12-2024 11:01
    No replies, thread closed.

    Hi Brandi,

    Sorry for the delay, I'm checking with the team on a question and then I will get back to you. 



    ------------------------------
    Damaris Scott
    Genesys - Employees
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  • 3.  RE: MU to Staffing Group Time Off Allotment Issue
    Best Answer

    Posted 04-15-2024 10:55
    Edited by Samuel Jillard 07-05-2024 07:04
    No replies, thread closed.

    Hi Brandi, I've checked with the team. Turns out we don't recalculate the approved time off requests when the agent changes to a staffing group. Sadly, this would mean that, once the agent is moved from the MU to a Staffing Group, the requests need to be denied and re-entered. I'm sorry about this. We are working on future enhancements to Staffing Groups, but they will not be released in the next 6 months.



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    Damaris Scott
    Genesys - Employees
    ------------------------------



  • 4.  RE: MU to Staffing Group Time Off Allotment Issue

    Posted 04-15-2024 11:01
    No replies, thread closed.

    Hi Damaris, thank you for getting back to me and validating that it is a system limitation.



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    Brandi Tifft
    Auto Club Insurance Association Co.
    ------------------------------

    Original Message


  • 5.  RE: MU to Staffing Group Time Off Allotment Issue

    Posted 03-13-2025 07:35
    No replies, thread closed.

    Hi Damaris, you indicated that a potential future enhancement would be made for this? should I raise a fault with the genesys Cloud team as this is now causing issues for us as its very time consuming to deny time off and re-enter it manually.



    ------------------------------
    Mike Morris
    to be clarified
    ------------------------------

    Original Message


  • 6.  RE: MU to Staffing Group Time Off Allotment Issue

    Posted 03-14-2025 05:53
    No replies, thread closed.

    Hi Mike,

    Below are steps for a work around. This is something we still intend to improve on, but for now, this is a work around you can use:



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    Damaris Scott
    Senior Product Manager, Workforce Management
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    Original Message


  • 7.  RE: MU to Staffing Group Time Off Allotment Issue

    Posted 03-14-2025 07:30
    No replies, thread closed.

    Hi Damaris, we are finding that when we move an agent from one MU to another MU (in different BU's) and we decline the orginaly request and re-add it once they are moved that it is still linking the time-off request to the orginal MU and so we cant then update the person in wait list 1 to be the person that can also have the time off now the agent moved.  Also whilst the above steps help resolve some issues, this is very time consuming when you have a large volume of agents and we do regulary move people around to support other accounts and we were not aware that time-off was not moving with them. I have rasied a case with Genesys direct as we are now finding this is causing gaps in coverage and causing us performance issues.



    ------------------------------
    Mike Morris
    to be clarified
    ------------------------------

    Original Message


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