Workforce Engagement Management

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  • 1.  Cancelling a Previously Approved Shift Trade

    Posted 27 days ago

    How can I, as a WFM administrator, cancel an agent Shift Trade, which was already approved by the system?


    #WorkforceManagement
    #Scheduling

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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 2.  RE: Cancelling a Previously Approved Shift Trade

    GENESYS
    Posted 13 days ago

    Hi Gina,

    So sorry totally missed your questions on trading!!

    Basically, no you can't... a supervisor can override a declined request but can't take away an approved request. As an example scenario, someones child is in the school play on Friday so they need to swap shifts to watch it. Once swapped the employee is going to be less than happy that it is overturned by an admin and they can't see the school play



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    Tracy
    Genesys
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    Original Message


  • 3.  RE: Cancelling a Previously Approved Shift Trade

    Posted 8 days ago

    There are many reasons why a swap may need to be cancelled and WFM administrators should have the ability to cancel any request.  That is part of what usually comes with being an administrator.  Are there any plans and broadening the administrator functionality? 

    When the two agents decide they want to cancel the swap and not do it anymore, what are they supposed to do?   



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


  • 4.  RE: Cancelling a Previously Approved Shift Trade

    NEW MEMBER
    Posted yesterday

    Hi Gina

    I've looked at the scenario where agents decide they no longer want to trade shifts, and I was able to simply post the same trade again which auto approved and shifts changed back. Which made me have a think about your first point. I cannot think of a scenario where I would want to cancel a request as an administrator and over-ride an approved trade, so I appreciate there may be more to this than I understand. However, is there something you can do with the approval criteria that would allow an admin review rather than auto-approve?



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    Heather Henderson
    Admiral Group Plc
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    Original Message


  • 5.  RE: Cancelling a Previously Approved Shift Trade

    GENESYS
    Posted 13 hours ago

    Hi Gina, 

    while we don't permit the cancelling of a shift trade once approved, the Administrator can still manually edit someone's shift however they want.

    In having it this way it automatically prompts a conversation/negotiation between the Employee and the Administrator rather than the Administrator taking away something that was previously granted and possible. 

    In the case of 2 employees wanting to "undo" a trade, they have to bear in mind that the shift that they took is now theirs and has no connection to the person who swapped. In addition to this if they want to trade back they have to perform a new trade to switch things back to how they were.

    If you have additional use cases for shift trades that we don't support or thoughts on how we can improve the feature, please submit them via the Ieads lab to help us best understand the challenge and prioritise any future developments.

    thanks, 

    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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    Original Message


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