Workforce Engagement Management

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  • 1.  Unscheduled Absence

    Posted 10 days ago

    I wanted to see how different call centers are reporting unscheduled absences.  Currently we are updating their scheduled to reflect being off queue.  However, we are thinking we may want to show this to impact their Conformance, since they were schedule to be On Queue.  

    Can I ask how others are reporting this and their reasons?  Thanks in advance.

    Rob


    #Reporting/Analytics

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    Rob Luckett
    Workforce Analyst Manager Member Service Center
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  • 2.  RE: Unscheduled Absence

    Posted 10 days ago

    Hi Rob,

    I am going to move this thread over to the Workforce Engagement Management Community so the experts there can help answer this.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Unscheduled Absence

    Posted 9 days ago

    We use a time-off code which we've named "call off". We do not have full day call offs impact conformance as our agents are also docked attendance credits, which can lead to termination, and we do not want to double ding them. In some instances, we leave late arrivals as-is to impact adherence and conformance. 



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    Shannon Hellner
    WFM manager
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    Original Message


  • 4.  RE: Unscheduled Absence

    Posted 6 days ago

    Hi Bob, 

    We recommend using a Time-Off Activity Code to log absences. You can have multiple Activity Codes for Schedule/Unscheduled or Planned/Unplanned leave, which can help when generating reports. Using the Shrinkage option in the Activity Code configuration can also help track where time is being allocated/accounted for and can be tracked at an aggregated level in the Historical Shrinkage views:

    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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    Original Message


  • 5.  RE: Unscheduled Absence

    Posted 6 days ago

    Hi Rob, 

    I echo what Paul has recommended, we have created a Time-Off code called "Unplanned" and these are our settings. Our WFM team can then review the unplanned codes and review them with Operations as required. We don't count it as paid time or work time as we then review each instance case by case with Operations and this code could change dependant on those conversations. But this helps us capture the data real time and helps update our schedules and intradays. 



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    Mike Morris
    Manager - BCD
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    Original Message


  • 6.  RE: Unscheduled Absence

    Posted 5 days ago

    Hi Rob,

    The associate calls/texts into a designated SMS line called our "PTO Hotline" in Genesys. WFM answers the interaction and updates the associates schedule with the Time off activity code called "Absent". All same day PTO instances are considered "Absent" due to it being unplanned. 



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    Kayleena Smith
    Senior Associate
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    Original Message


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