My apologies for delay in reply!
As long as any terminology hinting someone is guaranteed time off is removed, that would be incredibly helpful!
We review each and every request, so the last thing we would want to do is 'promise' an agent time off when it's not guaranteed.
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Jacqueline Turner
Workflow Coordinator
NYCM Insurance
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Original Message:
Sent: 12-15-2023 14:14
From: Damaris Scott
Subject: Time Off Request Calendar Legend
Hi Everyone,
I'm sorry for coming in late to the conversation. I've been out on leave.
I can see how this may confuse agents because, for the fire icon, we state "Request will be approved". We would auto-approve in most circumstances, but I see some edge cases where it might not get auto-approved.
Maybe it will help if I added a little clarification as to how we determine which icon shows up:
- Fire - Day is almost full: Shows up if the hours requested are less than the hours left on the time off limit. So, theoretically, the request should be approved because the agent is requesting less time than what is left in the time off limit. For example, the agent is requesting 8 hours and the time off limit has 10 hours left
- Red outline box - Short wait list: This shows up if there are 'x' number of agents in the waiting list
- Red filled box - Long wait list: This shows up if there are 'x+' number of agents in the waiting list
I'm curious if you are seeing a different behavior than what I stated above. Maybe it will be less confusing if we remove the text that is not in bold.
Thanks for your help everyone
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Damaris Scott
Genesys - Employees
Original Message:
Sent: 12-08-2023 14:55
From: Jacqueline Turner
Subject: Time Off Request Calendar Legend
Hi there,
I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents.
The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case.
Are there any workarounds to prevent this statement from showing up and confusing our agents?
If I turned off time off limits, would that be the only solution?
#Genesys Cloud CX
#Genesys Multicloud CX cloud
#Workforce Engagement Management
#WorkforceManagement
#Scheduling
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Jacqueline Turner
Workflow Coordinator
NYCM Insurance
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