Workforce Engagement Management

Hi all,

I'm looking for info on whether it's common to use Genesys WEM without HRIS integration and how organisations manage to keep on top of agent time off balances?

We are currently still on Verint for WFM & ToM but using Genesys for everything else - we will be fully migrating later this year, but HRIS integration is looking unlikely.

I would welcome any suggestions / insight from anyone using Genesys without HRIS

Many thanks

Hi Dave, 

We currently utilise it both ways, we have one part of our business that has HRIS and another that does not but we are working on building a solution for that. 

For the agents where we dont have HRIS, we ask them to request time off in Genesys Cloud. If approved, they then submit that time off request into the relevant HR tool and the supervisor in the HR tool would need to approve that request. However they have to check Genesys Cloud to make sure the agent has submitted the request and it is approved.

Once they have done this check they approve it in the HR system. If the agent has had time-off approved but in fact has no available balance in the HR Tool, they can log in and update the request in Genesys to "Declined" or request that a WFM admin do this for them. 

This means that agents current have to submit a time off request twice which is not ideal, but we had to ensure that Genesys was the entry point for the process as that will check the time-off limits to make sure the day is availble. 

You can have HRIS intergrations working both ways though, so you can have Genesys Cloud as the starting point or the HR tool but you just need to ensure all your API calls are setup correctly. 

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Mike Morris
Manager - BCD
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