Thank you everyone for your responses.
@Heather Henderson One example as to why we may want to cancel a Swap is because Genesys is very broad in its Trade Rules. They can only be specified at the Activity Category level and not the individual activity. In my world, there are certain meetings for which it is okay for an agent to miss due to trading their shifts and there are others that are not. Agents know this but will sometimes try and put one in anyway. That shift trade needs to be cancelled. This does not mean that it is just going to be cancelled in Genesys with no employee conversations, but the shift trade request itself needs to be cancelled.
I believe WFM Admin access should give WFM administrators the ability to do everything the agent can do, rather than WFM having to wait for the agent to cancel it in the system.
We cannot make all shift trade requests that contain a Meeting Activity Code require Admin Review because we have a meeting called "Daily Huddle", which is a Meeting that does not impact Shift Trade approvals. If we were to make the Meeting Activity Category require the Admin Review, we would be forced to review every shift trade request and would not be able to benefit from the Auto Approval functionality.
To summarize for myself, the answer is: No, WFM admin rights do not, cannot, and will not give full admin access to cancel Shift Trade requests that the system has automatically approved.
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Original Message:
Sent: 06-24-2024 07:33
From: Heather Henderson
Subject: Cancelling a Previously Approved Shift Trade
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
Original Message:
Sent: 06-17-2024 08:20
From: Gina Palmer
Subject: Cancelling a Previously Approved Shift Trade
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.
Original Message:
Sent: 06-12-2024 12:45
From: Tracy Vickers
Subject: Cancelling a Previously Approved Shift Trade
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
Original Message:
Sent: 05-29-2024 14:51
From: Gina Palmer
Subject: Cancelling a Previously Approved Shift Trade
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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