Workforce Engagement Management

When agents are on a flex schedule of between 1-7 days but only allowed to be paid for 40 hours, the system doesn't seem to take into consideration "Paid Time Off Requests" when creating their schedule.  The system creates their 40 hour shift PLUS the Holiday Paid Time Off, resulting in agents who are overscheduled. 

Is this expected? how can we get the time off requests to be considered in scheduling to avoid this moving forward? 

#Workforce Management
#ScheduleManagement

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Shelby Cronk
C1
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Hi Shelby, 

the schedule engine should respect the min and max weekly hours, it sounds like you might have a conflict or Work Plan constraints.
So that we can take a closer look could you please raise a ticket with support?

To help the investigation could you include:

• Is this limited to 1 Work Plan or is happening with all?
  • If specific Work Plans which are they?
• is this limited to 1 Time Off Request type or all of them?
  • If specific TOR types which ones?
• Is it limited to a specific BU/MU?

thanks, 

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Original Message:
Sent: 12-18-2023 18:03
From: Shelby Cronk
Subject: Holiday Time Off Requests pushing "Flex" agents over allowed paid time

When agents are on a flex schedule of between 1-7 days but only allowed to be paid for 40 hours, the system doesn't seem to take into consideration "Paid Time Off Requests" when creating their schedule.  The system creates their 40 hour shift PLUS the Holiday Paid Time Off, resulting in agents who are overscheduled. 

Is this expected? how can we get the time off requests to be considered in scheduling to avoid this moving forward? 

#Workforce Management
#ScheduleManagement

------------------------------
Shelby Cronk
C1
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