Workforce Engagement Management

We have the Training code set up so that, if someone has the Training code on their schedule and they request a day off, the request is placed in the "Pending - Restricted Activity Code" status.  That part is working fine. 

The problem we are having is, one we remove or move the Training code, the time off does not seem to re-run through the Auto Checker to see if the request can be approved.  

Has anyone else experienced this?  If these don't re-run through the checker at any point, that is a problem, so I hope I am missing something. 

#Workforce Management
#TimeOff,AbsenceManagement

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------

Hi Gina, 

You are right. The schedule does not update the time off request once it's been submitted. The WFM admin can approve the time off request and still add it to the schedule if they intend to remove the restricted activity code. We're planning to enhance the schedule later to update time off requests. I'll add this one to the list.

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management
------------------------------

Well, shoot.  I was hoping I was missing something with this.  Because the applicable Time Off Limit group is not visible on the Time Off Request tab, it is very cumbersome to manually check these.  And you can't have the agent cancel and resubmit because then they will lose their place in line.  Add in the fact that WFM (or any administrator) cannot manually add a request to the regular Waitlist, we have a real issue.

Example:  I have someone who submitted a time off request that was originally waitlisted due to a Restricted Activity Code being on their schedule.  I moved the activity code.  I know the day is currently full, so I can't approve it.  Genesys does not allow me to manually change the status of the request to the regular Pending-Waitlisted status.  So, basically, this time off request is dead for this agent and has zero chance of being approved, should the hours open up.  

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------

Original Message:
Sent: 05-14-2025 08:49
From: Damaris Scott
Subject: Time Off Requests Waitlisted: Pending - Restricted Activity Code

Hi Gina, 

You are right. The schedule does not update the time off request once it's been submitted. The WFM admin can approve the time off request and still add it to the schedule if they intend to remove the restricted activity code. We're planning to enhance the schedule later to update time off requests. I'll add this one to the list.

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management
------------------------------

Hi Gina,

I've added an idea to the portal and attached your use case. We will certainly keep this in mind to enhance how we auto-approve requests. Thanks so much for your feedback. 

https://genesyscloud.aha.io/ideas/ideas/WEM-I-910

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management
------------------------------

Original Message:
Sent: 05-14-2025 09:35
From: Gina Palmer
Subject: Time Off Requests Waitlisted: Pending - Restricted Activity Code

Well, shoot.  I was hoping I was missing something with this.  Because the applicable Time Off Limit group is not visible on the Time Off Request tab, it is very cumbersome to manually check these.  And you can't have the agent cancel and resubmit because then they will lose their place in line.  Add in the fact that WFM (or any administrator) cannot manually add a request to the regular Waitlist, we have a real issue.

Example:  I have someone who submitted a time off request that was originally waitlisted due to a Restricted Activity Code being on their schedule.  I moved the activity code.  I know the day is currently full, so I can't approve it.  Genesys does not allow me to manually change the status of the request to the regular Pending-Waitlisted status.  So, basically, this time off request is dead for this agent and has zero chance of being approved, should the hours open up.  

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------


Original Message:
Sent: 05-14-2025 08:49
From: Damaris Scott
Subject: Time Off Requests Waitlisted: Pending - Restricted Activity Code

Hi Gina, 

You are right. The schedule does not update the time off request once it's been submitted. The WFM admin can approve the time off request and still add it to the schedule if they intend to remove the restricted activity code. We're planning to enhance the schedule later to update time off requests. I'll add this one to the list.

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management