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

Hi @James Foster, 

When making a Time Off Request for a period without a published Schedule, we will estimate the Paid Hours based on the Work Plan that is effective for the request period at the time of the request. This is not updated if there are any changes to the Employee's underlying Work Plan.

We will then update the Time Off Request when the schedule that it has been applied to is published. At this point, we will update the Paid Hours to reflect the shifts that would have been scheduled. While the balance can be reduced when the Schedule is published, we won't increase the originally estimated. 

Paul

Hi James,

I do not think it is possible with help of out of the box features and function and/or HRIS integration.
Approved Time-Off requests - are granted items, and no retrospective automation exists to adjust it based on certain conditions.
HRIS workflows activated at the time of request creation.
Logic which is used to determine paid hours and amount of time-off balance to be deducted applicable at the time of request and not after.

My opinion - is that if I changing work plan for employee - easiest way is to go and check under time-Off requests if there any that fall on specific days of the week which should be corrected.

If that is to often exercise and would require lot of manual effort - then maybe custom development will be an option with help of Genesys PS, to create special monitored action, identifying change of workplan /rotation and then verifying it again list of all time-off´s submitted by agent in question for future periods, and if there any submitted for the day marked as off (according to WP) - simply decline it, and via HRIS integration request time-off recall for the date(s).
This of course to be evaluated if it make sense to invest into such customization or if it is cheaper to handle such cases manually.

Thanks,
Best Regards,