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  • 1.  Prevent Auto-Approval for Specific Time-Off Activity Codes

    Posted 8 days ago

    Hi everyone,

    I have what might be a simple question and was hoping someone could point me in the right direction.

    We're currently trying to phase out the generic "Time Off" activity code and move agents to using the more specific "Annual Leave" activity code instead.

    Is there a way in Genesys WFM to:

    • Automatically decline/deny requests submitted using the "Time Off" activity code?
    • Or, if auto-decline isn't possible, configure the plan so that requests using that activity code do not auto-approve and instead require manual review?

    I've been looking through the Time-Off Plan rules and auto-approval settings but haven't found a clear way to prevent a specific activity code from being automatically approved.

    Has anyone implemented something similar or found a workaround for discouraging the use of an old activity code while keeping it available in the system?

    Thanks in advance for any advice!


    #TimeOff,AbsenceManagement

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    Mey Supandi
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  • 2.  RE: Prevent Auto-Approval for Specific Time-Off Activity Codes

    Posted 8 days ago

    Howdy Mey,

    Few ways I think you could do this, simplest might just be to not allow the agents to select "Time Off" activity code.

    https://help.genesys.cloud/articles/activity-codes/

    If you go to Activity Codes, select "Time Off", and then in "Time Settings" there is a checkbox for "Agent Selectable" if you un-tick that, then agents won't be able to select Time Off as a code when submitting a time-off request, but the code itself will still exist, and can still be used by yourself if required.

    Alternatively, a Time-Off plan and then have the associated activity code be "Time Off" and then in Approval Rules, select "Manual Approval" 

    https://help.genesys.cloud/articles/add-a-time-off-plan/



    ------------------------------
    Brahdilleone Dermody
    na
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  • 3.  RE: Prevent Auto-Approval for Specific Time-Off Activity Codes

    Posted 6 days ago

    Hi @Mey Supandi,

    In my experience, there isn't a native setting in WFM that automatically rejects requests based solely on a specific activity code. The usual approach is either:

    • Make the old activity code not Agent Selectable, preventing new requests from being submitted with it.
    • Associate the activity code with a separate Time-Off Plan configured for Manual Approval, allowing supervisors to review and reject those requests as needed.

    If the objective is to drive adoption of the new Annual Leave code while keeping Time Off available for administrative purposes, disabling Agent Selectable is probably the cleanest solution. Agents will no longer see the option when requesting time off, but administrators can still use the activity code when required.

    If you need to keep it visible to agents temporarily during the transition, a dedicated plan with manual approval is likely the best workaround, combined with communication to the agents about the new process.



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    Cesar Padilla
    INDRA COLOMBIA
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