A place to ask questions, connect with others, and stay in the know
Does anyone know if it is possible to see planned vs. unplanned PTO (shrinkage) by agent anywhere in the system?
I have been tasked with finding a way to identify a way to identify people that come to work and follow their schedule and request PTO in advance as opposed to calling in the day of which causes staffing issues. We do not want to discourage people from using their PTO, but we are hoping to find a way to encourage people to schedule their PTO in advance as much as possible.
There is an ability to create time-off related activity codes and then mark those as either planned or unplanned. We do not currently 'carry through' that value specifically as part of the time off request itself. Although, the linkage between the time-off request and the activity code would exist. If the time-off requests list page, where view by agent is an option, had a filterable column for planned/unplanned would that suffice your needs? Even today you could have a 'Planned Time Off' and an 'Unplanned Time Off' activity code and the time-off requests list view could be set to display 'View by Agent' and you could utilize the Activity Code Name column to filter, sort, or just see if the time-off request is associated with planned or unplanned activity code.@Damaris Scott might have more insight into what is ahead roadmap wise that may be related.
Hi Jason, As Jay mentioned, we have a way of setting activity codes to be planned vs unplanned. If it would be helpful to add the ability to see this in the Time Off Request screen please submit an AHA request because we don't currently have this planned in the Roadmap. But, if it's helpful to you and other clients, we'd be happy to take a look and see what we can do.
How To - Submit enhancement request: https://help.mypurecloud.com/faqs/how-do-i-submit-an-enhancement-request/?_ga=2.61050284.1287618913.1681913895-69611799.1678201951
Idea Lab Portal: https://genesyscloud.ideas.aha.io/ideas
I don't necessarily think seeing planned vs unplanned will get me exactly what I need, but it might be a start. Thanks for reaching out...I should be submitting some ideas in the near future.
My desire would be able to have the system give me the list of people that didn't use Unplanned time. I have 2 issues/concerns with your proposal:
This might work as a short-term solution, but I hope to find a way to automate this going forward. Maybe I will submit an idea for a new Gamification metric that will track planned shrink vs. unplanned shrink by agent. Or maybe see if there is adherence like calculation that could factor in scheduled vs unscheduled PTO
This unfortunately is one of the many seemingly simple items that Genesys Cloud does not offer. While not exactly the same, this idea may be useful for you:
"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."
This could allow you to pull more attendance data per agent as well. Unfortunately, what would be the most useful is a master schedule database that to my knowledge is not on the radar for the Genesys team; we came from an on-premises Engage solution that had this feature which made getting agent schedule states much easier. For now, the best thing I can suggest is annoying and painful:
Manually pull the Activities from the schedules that you create into a master Excel file. This is how I am addressing our agents' Flex time approvals. Every week or so, we audit all agents who were approved for Flex time and verify they made their time up. We have 3 business units and schedule in 1 week intervals, so it is 3x1 (or 2 depending on number of weeks) reports that are pulled and then I use Excel filters to get the Flex activity. I know it's painful, and I hope this master database idea is something that Genesys can implement to make pulling multiple weeks or even longer times easier to get activity information easier.
Thanks Gene! I upvoted that idea as well.
I am currently manually doing what Gene described. It is painstakingly awful. I commented just now in that other idea that you have linked that even being able to see a more detailed ACTIVITY COUNTS within schedule viewer would allow my team to see by interval, certain activities like planned time off, unplanned time off, FMLA, Training, Meetings etc... The cherry on top would be to be able to export this activity count data.
Thanks, Miguel. I very much appreciate you adding to the idea. We will assess this as we look to improve this experience.
You can set up your activity codes based on planned and unplanned activity's - then when you pull your shrinkage report in genesys it will auto update by the activity code used in the schedules.. I have found Activity codes naming and configurations are key for shrinkage reports and adherence. Also, you can select if agent selectable in time off request option for your PTO time off bucket.
------------------------------Wendy DodsonSedgwick Claims Management Services, Inc.------------------------------
#WorkforceManagement#Scheduling#Gamification------------------------------Jason LordenIndependent Health Association, Inc.------------------------------
Are you referring to the historical shrinkage report or some other report? I am looking to see this data by agent and the historical shrinkage report aggregates the data either by activity or day and not by agent.
------------------------------Wendy DodsonSedgwick Claims Management Services, Inc.Original Message:Sent: 10-05-2023 16:16From: Jason LordenSubject: Planned vs. Unplanned PTO
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.