Workforce Engagement Management

When a user submits a time-off request and selects one or more full days, the total hours requested is calculated by either the published schedule, if the requested dates are covered by a published schedule, or if no schedule exists the hours are calculated using the user's Work Plan configuration. A question I have is what happens if a user submits a request for a period not covered by a published schedule, then after the request has been approved the agent's Work Plan configuration changes? We are using the HRIS integration to store/retrieve user balances so want to know if it's possible in this scenario for a user's balance to be recalculated. 

As an example, a user working Mon-Fri submits a request to have Thursday and Friday off later in the year. The change is approved and 16 hours (2 x 8 hour days) is deducted from the user's balance. The user's shift pattern then changes so they now only work Mon-Thu. This means the Friday they have requested off is no longer a working day for them but the have still had 8 hours deducted from their balance. Is there any mechanism within Genesys WFM to handle this and update balance? Or does this require manual intervention?

Hi James

Not sure if it will be possible to perhaps use the "Synchronized time-off request" tool within the schedule editor to address the mismatch in the agent's work plan.

From what I was able to find online, it depends on the type of integration that you have, whether its allowed to update/add and remove as well.

This should then update your HR system as well once the Time-off request has been updated.

Regards