Thanks, Miguel. I very much appreciate you adding to the idea. We will assess this as we look to improve this experience.
Original Message:
Sent: 10-12-2023 16:59
From: Miguel Morales
Subject: Planned vs. Unplanned PTO
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.
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Miguel Morales
Advocate Aurora Health, Inc.
Original Message:
Sent: 10-06-2023 17:46
From: Gene Gutierrez
Subject: Planned vs. Unplanned 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:
https://genesyscloud.ideas.aha.io/ideas/WESCH-I-259
"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.
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Gene Gutierrez | Workforce Coordinator
Presbyterian Customer Service Center
Albuquerque, NM
Original Message:
Sent: 10-06-2023 13:16
From: Jason Lorden
Subject: Planned vs. Unplanned PTO
Hi Jay,
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:
- I believe what you are describing is a manual process where I would have to manually remove users from a list if they used unscheduled PTO. My preference would be to be able to pull a list of users that didn't use unscheduled PTO so that I can take as much of the human intervention out of the process as possible.
- We don't currently submit PTO requests for the agents when they call in. We just add a Time Off Activity to the agent's schedule, and I don't believe those show up in the time off request list.
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
Thanks!
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Jason Lorden
Independent Health Association, Inc.
Original Message:
Sent: 10-05-2023 18:26
From: Jay Langsford
Subject: Planned vs. Unplanned PTO
Hi Jason,
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.
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Jay Langsford
VP, R&D
Original Message:
Sent: 10-05-2023 16:16
From: Jason Lorden
Subject: Planned vs. Unplanned PTO
Hi Everyone,
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.
Thanks!
#WorkforceManagement
#Scheduling
#Gamification
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Jason Lorden
Independent Health Association, Inc.
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