Workforce Engagement Management

We have several Agents crossed trained in multiple Lines of Business (LOBs) but are only able to use the system to automatically have their Time off Limits (allotments) pull from their main LOB Time Off Limit (TOL) Activity. We are thinking about creating Cross Training TOLs for each scenario of cross training so a limited number of agents will be approved, but that will increase the Activity counts. Really trying to avoid manually checking each agent to confirm their LOB before processing the request.

Looking to hear how others are using the system to automatically approve Time Off for Cross Trained agents so they are being accounted for in each area they are skilled to handle and allow the system to decide if they can have their Time off approved.

Our Current version: WFM Pure Engage On Prem Version 8.5.219.72. Open to hear feedback from other version users as well.

#Workforce Engagement Management
#Workforce Management
#ScheduleManagement

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Daisha Devonish-Whiteside
Walgreens Co.
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Hi there,

My experience is limited to the current implementation of Genesys Cloud, but I'm guessing the systems are similar.

We're in a very similar spot as you, with one of our departments heavily cross-trained between 4-7 LOBs by design. In our case, we pick the most important one to use for the pool. This is for our health plan department, so things like Medicaid, Medicare, etc. along with specialty groups. Since we have a financial risk from the state for Medicaid calls, almost any agent trained in the Medicaid LOB is in that Management Unit. We don't use the automatic approval process because of other issues, but we also don't manually check each agent from the LOB they are assigned to. We have another specialty line for a local city gov't that we combined with a major corporation into 1 LOB. Same thing there - agents trained in those two lines are in the City/Corp Management Unit and PTO approved from there. It's not perfect, but it has served us well enough through an older version of Engage and our recent transition to Cloud.

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Gene Gutierrez | Workforce Coordinator
Presbyterian Customer Service Center
Albuquerque, NM
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Thanks for sharing, Gene. Your input is helping us get feedback on what others are doing so we can gauge our next steps.

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Daisha Devonish-Whiteside
Walgreens Co.
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Original Message:
Sent: 11-03-2023 10:26
From: Gene Gutierrez
Subject: Time Off for Cross Trained agents

Hi there,

My experience is limited to the current implementation of Genesys Cloud, but I'm guessing the systems are similar.

We're in a very similar spot as you, with one of our departments heavily cross-trained between 4-7 LOBs by design. In our case, we pick the most important one to use for the pool. This is for our health plan department, so things like Medicaid, Medicare, etc. along with specialty groups. Since we have a financial risk from the state for Medicaid calls, almost any agent trained in the Medicaid LOB is in that Management Unit. We don't use the automatic approval process because of other issues, but we also don't manually check each agent from the LOB they are assigned to. We have another specialty line for a local city gov't that we combined with a major corporation into 1 LOB. Same thing there - agents trained in those two lines are in the City/Corp Management Unit and PTO approved from there. It's not perfect, but it has served us well enough through an older version of Engage and our recent transition to Cloud.

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Gene Gutierrez | Workforce Coordinator
Presbyterian Customer Service Center
Albuquerque, NM
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