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  • 1.  Cancelling PTO removes schedule?

    Posted 06-08-2025 14:04

    We just started using Genesys in March and have noticed that when an agent cancels PTO, the system will completely remove the schedule... as if the employee was not originally scheduled to work that day. Has anyone else seen this and if so, any solutions to the issue?


    #PlatformAdministration

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    Chad Ambrose
    Workforce Analyst
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  • 2.  RE: Cancelling PTO removes schedule?

    Posted 06-09-2025 01:11

    Hi Chad,

    There are multiple other users with a similar issue.

    As well as Time-Off's wiping out the whole 24 hour period.

    https://community.genesys.com/discussion/scheduled-time-is-removed-when-al-is-applied#bm4244eef7-56fd-4d15-a368-01972f0b576f



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    Wayde Masters
    Demand Forecasting & Resource Officer
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    Original Message


  • 3.  RE: Cancelling PTO removes schedule?

    Posted 06-09-2025 08:05

    Hi Chad,

    I am going to move this thread to the Genesys Cloud WEM Community as the experts there will be better placed to answer your question



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


  • 4.  RE: Cancelling PTO removes schedule?

    Posted 06-09-2025 09:33

    Hi Chad,

    I dont have a solution for you, but I did want to clarify that that is the system currently working as designed.  When time off is approved and written to the schedule it replaces what was previously on the schedule, it doesn't overlay onto the schedule.  There is an idea posted in the ideas lab to solution for this, and I think the team at Genesys is actively working on this due to the implementation this year of approved time of automatically syncing to schedules that have already been published.



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    Russell Donald
    InflowCX
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    Original Message


  • 5.  RE: Cancelling PTO removes schedule?

    Posted 06-11-2025 10:14
    Edited by Eric Hagaman 06-11-2025 11:06

    Thanks for your question.  We are working on designing a feature to enhance the behavior when an agent cancels an approved time off request. We envision providing several options over time (multiple future features), under consideration are options such as automatically generating a new compliant shift for that day from the agent's work plan, or the ability to restore a copy of the shift and activities from the moment the time off is synchronized.

    Today, you can use the Reschedule function to generate a compliant shift for that agent in the Schedule Editor, utilize the Shift History and choose an earlier saved iteration of that shift to restore, or of course use the manual edit and copy etc tools to add a shift for that agent as well.

    You might consider reviewing and voting on ideas in this area such as Revert to the last scheduled shift | Genesys Cloud Ideas Portal (note that idea wem-i-700 has been merged with this one).



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    Eric Hagaman
    Product Management Director
    Genesys - Employees
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    Original Message


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