Workforce Engagement Management

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  • 1.  Over Time/Scheduling Issues

    Posted 01-24-2024 13:30


    We are having issues with our agents that have shorter shifts on a given day requesting Over Time.  When we add shift sequences to a short shift so that agents can apply for Over Time and increase the paid hours, our scheduler receives error messages and is unable to publish schedules. We are finding Genesys is looking at only the OT that is being requested instead of the entire paid shift being worked.  This causes breaks and lunches to not be added when the OT is accepted.  I have attached screenshots for a reference on what we have done so far.  Screenshot 1 is the shift sequences and screenshot 2 is the properties showing the extended paid hours for agents requesting OT past their eight-hour shift. This shift results in an auto-decline when the agent was trying to request OT.


    April Rodriguez
    Automobile Club of Southern CA

  • 2.  RE: Over Time/Scheduling Issues

    Posted 01-31-2024 07:47

    Hi April,

    Apologies for a delay in reply - I would open a case through Customer Care for them to further investigate, I am unable to see the reason why you are getting the error.


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