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  • 1.  Time off request filtering, sorting, and sequential approval

    Posted 10 hours ago

    When using this feature, specifically View by Agent, our Workforce Manager has noticed that the names are no longer listed alphabetically. Has anyone else noticed this?

    Also, when selecting an agent and filtering by that name, then clicking the drop down a 2nd time, we have noticed list shows the original agent and people who are in other MUs... 

    I'm curious if this is functioning as designed or what was the intended benefit to this change? It seems as if the update is requiring extra time and clicking to get the same info as before...

    Thank you!


    #TimeOff,AbsenceManagement

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    Chad Ambrose
    Workforce Analyst
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  • 2.  RE: Time off request filtering, sorting, and sequential approval

    Posted 9 hours ago
    You are definitely not alone in noticing this; it has been a point of discussion within the community. Your Workforce Manager's observation about the alphabetical order is spot on.
     
    The change in the alphabetical order appears to be a known issue, not an intentional design update. In a similar case, Genesys Cloud confirmed that the alphabetical listing was unintentionally affected by work done for a dashboard beta feature . They acknowledged it as an indirect impact and offered to disable the beta for the organization while they worked on a fix . This suggests that the current sorting behavior might be a temporary side effect rather than a permanent change.
     
    The behavior you're seeing with the filter, where the list displays agents from other Management Units (MUs), is a separate but related concern. While the broader Workforce Management interface has robust filter and sort capabilities for different views , the specific "View by Agent" dropdown seems to be experiencing issues. The fact that the list clears the previous filter and shows agents from other MUs indicates a problem with the filter's scope or the state of the dropdown component.
     
    Regarding the question of "intended benefit," based on the community threads and announcements, there is no evidence to suggest that this new behavior is functioning as designed or that it offers a benefit. In fact, other administrators have expressed a need for consistent alphabetical sorting in similar views, requesting it as a feature for easier name-matching in larger teams . Your feedback that this requires extra time and clicks is a valid user experience concern.
     
    The best course of action is to report this as a bug directly to Genesys Cloud Care. Since the issue with alphabetical sorting on dashboards was previously identified as an indirect impact of a beta , it's possible this is a regression. Opening a support case will help determine if the issue is already known and being addressed, and will provide you with an official record of the problem.


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    Camila Meneghini
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