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  • 1.  Time off Request - Pending Invalid Duration

    Posted 10-29-2023 21:39
    Edited by Tracy Vickers 08-04-2025 05:26
    No replies, thread closed.

    Hello, 

    I apologise if I have missed a thread on this topic however does anybody have a solution for agents on a flexible work agreement who work different hours on particular days. When their leave app is made for a whole week it automatically returns "Time off Request - Pending Invalid Duration". The reason for this is for example Mon, Tues, Wed may be 5 hours and Thurs and Fri 7.25 hours. The solution I have been working with is removing the days that are different and adding them to a new application. Is anybody else having this issue and if so do you have a different solution?

    Many thanks!


    #Workforce Management

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    Janelle Ostini
    Department of Transport and Main Roads
    ------------------------------



  • 2.  RE: Time off Request - Pending Invalid Duration

    Posted 10-30-2023 11:10
    No replies, thread closed.

    Question, do they have a published schedule in place when they request this? 

    I ask because if there is a published schedule, the payable time should be calculating based on the # of hours they have published, but interested to see other responses. 



    ------------------------------
    Shelby Cronk
    ConvergeOne, Inc.
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  • 3.  RE: Time off Request - Pending Invalid Duration

    Posted 10-31-2023 17:54
    No replies, thread closed.

    Hi Shelby, 

    This is a great question, and isn't something I thought of but I do know the ones that have sparked my question this time do not have a published schedule as the leave is for April next year. 

    Hopefully Genesys can confirm whether the leave application is based on the workplan, which should take the different shift types into account. 

    Thanks for your response Shelby. 



    ------------------------------
    Janelle Ostini
    Department of Transport and Main Roads
    ------------------------------

    Original Message


  • 4.  RE: Time off Request - Pending Invalid Duration

    Posted 10-31-2023 17:59
    No replies, thread closed.

    To add to the response, Janelle, see the pasted definition of this status below; I pulled it from this resource center article: https://help.mypurecloud.com/articles/navigate-the-time-off-requests-page/

    System could not approve the request automatically because the daily duration that the agent requested does not comply with the agent's scheduled hours. If the agent is not scheduled currently, the system checks the duration against the work plan to which the agent is associated. For work plan rotation, the system also chooses the correct work plan according to time-off request dates and assigned rotation.

    Note: If an agent is not currently scheduled to work, and is not associated with a work plan, then the time-off request is not automatically approved. The request remains in Pending status and requires an administrator's manual intervention.



    ------------------------------
    Shelby Cronk
    ConvergeOne, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Time off Request - Pending Invalid Duration

    Posted 10-31-2023 18:11
    No replies, thread closed.

    Thanks so much Shelby,

    This does make perfect sense now.

    I had a look at one of the agents and they are on secondment for a short period within this scheduling period which would not be congruent with her work plan. 

    You have solved my problem, thank you!!



    ------------------------------
    Janelle Ostini
    Department of Transport and Main Roads
    ------------------------------

    Original Message


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