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Mr. Sally Bowers

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RE: Adherence with paid and unpaid time

Posted By Sally Bowers 03-24-2026 15:13
Found In Egroup: Workforce Engagement Management \ view thread
Hi Shannon, Thank you for the suggestion of creating an unpaid meal activity which would be categorized as Unavailable. Currently, this is our best option to solve the issue until the Genesys Idea WESCH-I-447 may be implemented. Thanks for your suggestion. ------------------------------ Sally ...

RE: Adherence with paid and unpaid time

Posted By Sally Bowers 03-24-2026 15:11
Found In Egroup: Workforce Engagement Management \ view thread
Hi Shelby, Thanks for your suggestions! Our business model is that a meal activity is unpaid, and extending a paid activity through an unpaid activity equates to inaccurate paid time. We discussed ignoring the meal activity for adherence; however, we don't like the downside of that as you mentioned ...

RE: Adherence with paid and unpaid time

Posted By Sally Bowers 03-24-2026 15:05
Found In Egroup: Workforce Engagement Management \ view thread
Hi Mike, Thanks for letting us know about the Genesys Idea WECH-I-447! We have voted for that idea as well. ------------------------------ Sally Bowers na ------------------------------

Adherence with paid and unpaid time

Posted By Sally Bowers 03-11-2026 18:25
Found In Egroup: Workforce Engagement Management \ view thread
Hello Genesys Community, Here's the situation: Agent schedule reflects the following: 8:00 AM - Noon approved absence (offline phone status) noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal equates to adherent to schedule) 12:30 PM - 4:30 ...

RE: Agent Time Off Requests

Posted By Sally Bowers 11-13-2025 16:35
Found In Egroup: Workforce Engagement Management \ view thread
Hello! In a union contact center, when a schedule is awarded as part of a bid, the PPA cancellation should revert to the schedule the agent is assigned to in the work plan. thanks for escalating this issue. ------------------------------ Sally Bowers na ------------------------------