Workforce Engagement Management

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  • 1.  RELEASED - Auto-Publishing Approved Time-Off Requests to Published Schedules and Restricting Auto-Approved based on Activity Code(s) Present in Published Schedule

    Posted 01-30-2025 11:18

    Hi!

    We have fully released the ability to auto-publish approved time-off requests to published schedules! A bonus: You can also configure if you would like to restrict auto-approval of a time-off request if a defined 'restricted' activity code is on a published schedule!

    We are so excited to release these features to you. These can be enabled by editing your time-off plans, for which we have added two new checkboxes.

    Also, check out our new User Experience for the Time-Off plans and let me know what you think. :) 

    https://genesyscloud.ideas.aha.io/ideas/WETOM-I-51

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-862


    #TimeOff/HRIS

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    Damaris Scott
    Senior Product Manager, Workforce Management Time-Off
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  • 2.  RE: RELEASED - Auto-Publishing Approved Time-Off Requests to Published Schedules and Restricting Auto-Approved based on Activity Code(s) Present in Published Schedule

    Posted 01-30-2025 14:07

    Hi! I have received some questions regarding these new features. As I get new questions, I'll update this post as an FAQ :)

    • Will automatic publishing force someone working on that schedule to close out and re-enter their changes to save when the schedule is open for editing at the time the automation refreshes?
      • DS: No, we will allow saving unless someone is editing the same agent getting an auto-published time off.
    • How is the automation enabled? 
      • DS: In the time off plan, there is a new checkbox 'Update published schedule when time-off requests are approved'. We did this so that you can control which time-off activity codes have this behavior.
    • How are the requests approved? Is this a permission that allows for TO approval?
      • DS: These requests can be auto-approved or manually approved by an administrator/supervisor. Once approved, they will be auto-published to the schedule (if the setting is checked in the time-off plan)
    • What is meant by a restricted activity?
      • If restricted activities are detected, the system holds the request for manual review, ensuring that potential conflicts are addressed before the time-off request is finished.
        • DS: There is an optional new parameter in the Time Off Plan; if you want to have an exception to auto-approval rules because there is an activity code on a published schedule, do not auto-approve. For example, if 'All-Hand Meeting' is an activity code on a published schedule, we will set a time-off request to require manual approval since there is an 'All-Hand Meeting' on the published schedule. 


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    Damaris Scott
    Senior Product Manager, Workforce Management
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    Original Message


  • 3.  RE: RELEASED - Auto-Publishing Approved Time-Off Requests to Published Schedules and Restricting Auto-Approved based on Activity Code(s) Present in Published Schedule

    Posted 02-20-2025 12:06

    There is still an issue with the systematic updating of approved time-off requests.

    If an agent requests time off that is approved and automatically updated on the schedule, any changes that WFM has made that have not been published will be lost.

    Occasionally, a member of leadership would schedule a coaching session while WFM was making updates, resulting in the changes made by WFM being lost.

    Agents request time off throughout the day, and there is no way for WFM to predict when that may happen. This causes us to go back and redo any changes that were made and not published.

    For example, I was updating a department meeting to this week's schedules. I had moved lunches and breaks to accommodate the meeting. As I was doing this, I received the notification that the system had updated the schedule, and I would not be able to save. This resulted in me going back and redoing the updates.

    The current workaround is to save after every change, which is inefficient when making multiple changes at once.

    Is there a best practice for this without turning off updating the schedule once approved?



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


  • 4.  RE: RELEASED - Auto-Publishing Approved Time-Off Requests to Published Schedules and Restricting Auto-Approved based on Activity Code(s) Present in Published Schedule

    Posted 02-20-2025 13:20

    Hi Robert, 

    Can you please submit a support ticket for this issue? I want our teams to be able to investigate. Thanks so much for your help, and I apologize for this inconvenience. 



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    Damaris Scott
    Senior Product Manager, Workforce Management
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    Original Message


  • 5.  RE: RELEASED - Auto-Publishing Approved Time-Off Requests to Published Schedules and Restricting Auto-Approved based on Activity Code(s) Present in Published Schedule

    Posted 30 days ago

    Here's a little more information:

    Currently, our supervisors are not involved with the planning and scheduling feature in Genesys. Our Workforce Management (WFM) team manages all aspects of this process. The issue arises when agents submit time-off requests while a WFM team member is simultaneously updating schedules. This conflict prevents the WFM agents from completing their changes. Looking for a workaround or fix to this?



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


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