I agree that calling these Late requests or Delays would have been much more straight forward than reading explanations.
The explanation requests correspond in fact to the "Running late" requests that seem to only be submittable via the Tempo app for now as well as via APIs. You can see the exceptions in agent schedule but there is no way to add them from the standard web UI. When agents submit a running late request, the explanation request will be in pending status and can be approved or denied by the manager. It's very much similar to time off with the difference is that it doesn't impact agent's adherence when approved so despite running late the agent remains adherent. The pending request substatus are also different between time off and explanations.
Running late signifies am late or I will be delayed for the next scheduled activity.
That's my understanding so far.
We have built the Explanation API in our WEM Optimizer mobile app for managers and it works fine. We had the running late feature implemented before using time off API but now that Genesys is exposing a different endpoint, the explanation requests impact adherence differently from time off, so that's what it is for.
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Hichem Agrebi
CC-Expertise Ltd
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Original Message:
Sent: 01-09-2023 17:22
From: Jay Mattner
Subject: Explanation Request in the Inbox
Hello,
I've noticed in the Cloud Inbox there is an 'Explanation Request' tab. I can't seem to find any information about it or what it is for.
Has anyone worked this out at all?
#Unsure/Other
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Jay
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