Workforce Engagement Management

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  • 1.  Work planned - Shared time off limits.

    Posted 06-21-2022 19:08
    Hi All,

    Hoping you can help. It is regarding the time off limit requests and time off plans.

    We are running two business units (which is really 1 team) and are using the automated leave approval process. However, we wish to combine the two sections to run from the one time off limit requests, instead of two separate ones, hence having two separate leave limits for each section is unworkable.

    Currently, it is not allowing us to do this, and we are using excel to capture and maintain the leave limits.

    Does anyone have a solution?

    Thanks.
    #Scheduling
    #Other/NotSure

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    Tan Nguyen

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  • 2.  RE: Work planned - Shared time off limits.

    GENESYS
    Posted 06-22-2022 15:30

    What was the reason to separate '1 team' into two business units? Did you consider separating these into two different sets of MUs contained in one BU as an alternative approach?

    Do they handle any shared load? Does BU1 handle particular queues that BU2 also does? If yes, then that goes against best practices. https://help.mypurecloud.com/articles/business-unit-key-principles/

    Time-off limits and time-off plans are configured per MU. I don't recall if there is an idea on Ideas Lab site about having these at a BU level (which I do not think is a good idea). @Sanjana Seetharam for awareness.

    Time-off limits across BUs where there is no shared load/resources does not make sense. The limits are put in place to 'protect' coverage and coverage is specific to planning groups and agent capabilities. The higher up you go in structures (MU to across MUs in a BU to across BUs) you lessen the protection because each level you would be treating things more homogeneously than they actually are. At an extreme case let's take the example of having time-off limits at the BU level and for next Friday you allow 100 people to take off and MU2 agent's are very fast and request all 100 time off request slots. MU2 related planning groups now will be disproportionally impacted from a coverage standpoint and MU1 agents will be disproportionally angry they didn't get time off next Friday.



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    Jay Langsford
    VP, R&D
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  • 3.  RE: Work planned - Shared time off limits.

    Posted 06-22-2022 18:18
    Hi Jay,

    Thanks for the the reply. To best explain the business, it is a call centre business that is ran at a national level. The advisors consist of junior advisors and senior advisors. The reason for splitting them into two groups, is for visibility.

    Management wanted at a glance who their senior advisors were, and what time they were starting vs the junior advisors. They perform the same work, but the senior advisors provides more technical advice to the junior advisors if they are having difficulty with a customer's questions.

    Management wanted the senior advisors grouped into one team and the junior advisors in another at the roster units. It provided them the greatest visibility.

    Once we created the separate units, we then encountered the leave problem.

    Hope this helps.

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    Tan Nguyen
    Fair Work Ombudsman
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  • 4.  RE: Work planned - Shared time off limits.

    GENESYS
    Posted 06-22-2022 19:16
    What specifically around visibility? Most of our views have filtering capabilities. We are soon to release Work Teams feature for Genesys Cloud and part of that release adds Work Teams as filter options for some views (schedules, real-time adherence). Schedule interface already allows filtering by management unit.

    Separating out resources with shared load across business units is going to cause issues. That really should be avoided if you have any hopes of having accurate staffing requirement and scheduling of resources.

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    Jay Langsford
    VP, R&D
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  • 5.  RE: Work planned - Shared time off limits.

    Posted 06-22-2022 19:45
    Thanks Jay,

    My understanding of the situation is that the management wanted to group all the senior advisors who were providing the technical advice to the junior agents.

    The call centre is a national network across 6 states. The team leaders of each cities do not know who the senior advisors are from the different states, so that is the reason why they wanted it in that format. They felt having the roster into two groups was the easiest way to view this.

    To further complicate the matter, the senior advisors are rotated every month, so the groups of senior advisors is constantly changing. Hence the reason for the common leave pool.

    However, "We are soon to release Work Teams feature for Genesys Cloud and part of that release adds Work Teams as filter options for some views (schedules, real-time adherence). Schedule interface already allows filtering by management unit." sounds like the solution we are after.

    Hope the information helps.

    Regards


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    Tan Nguyen
    Fair Work Ombudsman
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