Workforce Engagement Management

 View Only

Sign Up

  • 1.  Time-Off Request visibility and access control in Genesys

    Posted 01-27-2026 16:44

    Scenario 1:
    I have not created any planning group or staffing group for time-off requests.
    Even then, when an analyst submits a time-off request, I am able to see and approve it.

    The problem is:
    I have 9 management units for different locations, and anyone who has access can see all time-off requests from all locations.

    My question is:

    • Is it possible to restrict access so that only the team lead can see and approve the request?

    • Or at least, can the request be visible only to users from the same location/same management unit?

      Scenario 2:
      As per my understanding, Management Unit access is controlled by Division.
      Currently, all 9 locations are under the same division.

      My questions are:

      • In this case, do I need to create separate divisions for each location?

      • If yes, will this impact routing?
        Because routing is also based on division, I believe changing divisions may affect routing behavior.


    #TimeOff,AbsenceManagement

    ------------------------------
    Atul Arya
    Workforce Analyst
    ------------------------------


  • 2.  RE: Time-Off Request visibility and access control in Genesys
    Best Answer

    Posted 01-28-2026 04:48

    Hi @ATUL ARYA, 

    we are currently working on adding Work Team conditions to the Time Off Management permissions. 

    The progress of this project can be followed on the following idea:
    Manage/Control Time-Off requests Access Control on a Work Team level

    Paul



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------



  • 3.  RE: Time-Off Request visibility and access control in Genesys

    Posted 01-28-2026 09:35

    Hi Atul,

    MU based access to time off requests is in the product today.  Team level access is coming soon as Paul mentions.

    Your thinking is correct - to limit access to users to only be able to edit time off requests for a certain management unit, the management units must be in different divisions, and then you assign each user a role with the time off permissions in the context of the specific division they should be able to edit.  Details about how Divisions work with Workforce Management are here:

    https://help.genesys.cloud/articles/workforce-management-and-divisions-overview/

    Adding new divisions won't change your routing by itself - it only would if you moved your routing objects (e.g. queues) into these new divisions.  You can create new divisions just for Workforce Management and only put Management Units in them, then set roles accordingly, and your MU access should work as you expect.



    ------------------------------
    Joe Behymer
    Senior Director, Development
    ------------------------------

    Original Message


  • 4.  RE: Time-Off Request visibility and access control in Genesys

    Posted 01-29-2026 15:25

    Thanks for the clarification. Joe 



    ------------------------------
    Atul Arya
    Workforce Analyst
    ------------------------------

    Original Message


  • 5.  RE: Time-Off Request visibility and access control in Genesys

    Posted 01-29-2026 14:43
    Edited by ATUL ARYA 01-29-2026 15:24

    Thanks, Paul but I am not able to open that link



    ------------------------------
    Atul Arya
    Workforce Analyst
    ------------------------------

    Original Message


  • 6.  RE: Time-Off Request visibility and access control in Genesys

    Posted 01-30-2026 07:01

    You may need to sign up to become an Orchestrator at:

     https://orchestrators.genesys.com/

    to access the ideas portal



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------

    Original Message


Related Content