Workforce Engagement Management

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  • 1.  Native attendance tracking

    Posted 09-29-2023 10:26

    Genesys Cloud already has the codes on the agents schedules for being tardy, FMLA, Sick, or an unplanned absence. There is not currently a way for supervisors to see based on company rules where the agent stands with their attendance. Currently companies need to either manually track this information in another program, or pay Professional Services to get help with API to pull out of Cloud into an outside solution to get it automated. It would be nice for Genesys to have this housed natively without needing an outside program.

    Please consider supporting this idea in the Idea Portal:
    https://genesyscloud.ideas.aha.io/ideas/WESCH-I-259


    #Genesys Cloud CX
    #Workforce Engagement Management
    #WorkforceManagement
    #Scheduling

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    Gene Gutierrez | Workforce Coordinator
    Presbyterian Customer Service Center
    Albuquerque, NM
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  • 2.  RE: Native attendance tracking

    Posted 09-22-2024 19:33

    Sorry if I may not be following you, but if you use HRIS integration with your back-end system, you can keep the two in sync and see how much time they have left by pulling up the Time-off Requests and trying to assign one of these codes and have it check the back-end system.  If you want this information store in Genesys, I suggest using some of the HRIS integration code to get the time off amounts for each agent and store it in a table in Genesys.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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