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.
Original Message:
Sent: 03-14-2025 05:53
From: Damaris Scott
Subject: MU to Staffing Group Time Off Allotment Issue
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
Original Message:
Sent: 03-13-2025 07:34
From: Mike Morris
Subject: MU to Staffing Group Time Off Allotment Issue
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.
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Mike Morris
to be clarified
Original Message:
Sent: 04-15-2024 10:54
From: Damaris Scott
Subject: MU to Staffing Group Time Off Allotment Issue
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
Original Message:
Sent: 04-11-2024 13:45
From: Brandi Tifft
Subject: MU to Staffing Group Time Off Allotment Issue
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.
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