Workforce Engagement Management

Hello community,

This question came up within our WFM team and we are unsure of how to handle requests of extended LOA or FMLA. Is there any best practices in how to plan schedules for long term absences? 

Currently, if an agent gives notice that they will be out on an extended leave of absence, we used to manually update schedules. We generate and publish schedules for 2 months (current month and next month). This means if we have someone out for 3+ months, we will need to manually update upon schedule generation. 

Does anyone have another process to add extended leave besides these?

• Manual schedule updates.
• Temporary work plan assignments- Assign a work plan that is the agent's normal schedule but instead of "On Queue" we schedule with the "Leave" activity. One drawback is that there is a date range limit (6 months I believe)
• Adding in Time Off Requests- We can add in as a full day with the date range. The team doesn't use the "Full day" time off request because when Genesys updates schedules it blocks out a full 24hr period instead of just the agent's true shift. This throws off our intraday numbers. 

Appreciate any insight as to your common practices for this. 

We use the time off option; we have one named "Time Off- Other" and it's used for longer LOA and FMLA. We don't have a problem with the 24hr thing you mentioned though. 

Hello community,

This question came up within our WFM team and we are unsure of how to handle requests of extended LOA or FMLA. Is there any best practices in how to plan schedules for long term absences? 

Currently, if an agent gives notice that they will be out on an extended leave of absence, we used to manually update schedules. We generate and publish schedules for 2 months (current month and next month). This means if we have someone out for 3+ months, we will need to manually update upon schedule generation. 

Does anyone have another process to add extended leave besides these?

• Manual schedule updates.
• Temporary work plan assignments- Assign a work plan that is the agent's normal schedule but instead of "On Queue" we schedule with the "Leave" activity. One drawback is that there is a date range limit (6 months I believe)
• Adding in Time Off Requests- We can add in as a full day with the date range. The team doesn't use the "Full day" time off request because when Genesys updates schedules it blocks out a full 24hr period instead of just the agent's true shift. This throws off our intraday numbers. 

Appreciate any insight as to your common practices for this. 

Hello community,

This question came up within our WFM team and we are unsure of how to handle requests of extended LOA or FMLA. Is there any best practices in how to plan schedules for long term absences? 

Currently, if an agent gives notice that they will be out on an extended leave of absence, we used to manually update schedules. We generate and publish schedules for 2 months (current month and next month). This means if we have someone out for 3+ months, we will need to manually update upon schedule generation. 

Does anyone have another process to add extended leave besides these?

• Manual schedule updates.
• Temporary work plan assignments- Assign a work plan that is the agent's normal schedule but instead of "On Queue" we schedule with the "Leave" activity. One drawback is that there is a date range limit (6 months I believe)
• Adding in Time Off Requests- We can add in as a full day with the date range. The team doesn't use the "Full day" time off request because when Genesys updates schedules it blocks out a full 24hr period instead of just the agent's true shift. This throws off our intraday numbers. 

Appreciate any insight as to your common practices for this. 

Good morning, we typically us this process for agents that are on an extended leave:

In Genesys, you'd set an agent to inactive when they are expected to be out for an extended period, such as a leave or seasonal employment, preventing them from logging in and removing their roles. 

Here's a more detailed explanation:

• Extended Absence:

Inactive status is primarily used for agents who are on extended leave (e.g., maternity leave, extended vacation) or whose employment is seasonal, and they are not expected to be actively working in the system. 

• Preventing Login:

Setting an agent to inactive prevents them from logging into the Genesys Cloud platform, ensuring they are not available for interactions or accessing sensitive information. 

• Role Removal:

When an agent is set to inactive, all roles assigned to them are removed, further limiting their access and capabilities within the system. 

• Not Visible in Directory:

Inactive users will not appear in the directory. 

• No Impact on Metrics:

Whether agents are active, inactive, or deleted does not impact metrics in views based on queue metrics. 

Hello community,

This question came up within our WFM team and we are unsure of how to handle requests of extended LOA or FMLA. Is there any best practices in how to plan schedules for long term absences? 

Currently, if an agent gives notice that they will be out on an extended leave of absence, we used to manually update schedules. We generate and publish schedules for 2 months (current month and next month). This means if we have someone out for 3+ months, we will need to manually update upon schedule generation. 

Does anyone have another process to add extended leave besides these?

• Manual schedule updates.
• Temporary work plan assignments- Assign a work plan that is the agent's normal schedule but instead of "On Queue" we schedule with the "Leave" activity. One drawback is that there is a date range limit (6 months I believe)
• Adding in Time Off Requests- We can add in as a full day with the date range. The team doesn't use the "Full day" time off request because when Genesys updates schedules it blocks out a full 24hr period instead of just the agent's true shift. This throws off our intraday numbers. 

Appreciate any insight as to your common practices for this. 

Hello community,

This question came up within our WFM team and we are unsure of how to handle requests of extended LOA or FMLA. Is there any best practices in how to plan schedules for long term absences? 

Currently, if an agent gives notice that they will be out on an extended leave of absence, we used to manually update schedules. We generate and publish schedules for 2 months (current month and next month). This means if we have someone out for 3+ months, we will need to manually update upon schedule generation. 

Does anyone have another process to add extended leave besides these?

• Manual schedule updates.
• Temporary work plan assignments- Assign a work plan that is the agent's normal schedule but instead of "On Queue" we schedule with the "Leave" activity. One drawback is that there is a date range limit (6 months I believe)
• Adding in Time Off Requests- We can add in as a full day with the date range. The team doesn't use the "Full day" time off request because when Genesys updates schedules it blocks out a full 24hr period instead of just the agent's true shift. This throws off our intraday numbers. 

Appreciate any insight as to your common practices for this. 

A possible solution might be to submit this as a time off request. Whilst agents can only do this for selectable time off, admins can do this for all time off, and it means the next schedule will generate with the time off already assigned on the schedule. You can choose the code, number of days, and also the dates of choice.

Hello community,

This question came up within our WFM team and we are unsure of how to handle requests of extended LOA or FMLA. Is there any best practices in how to plan schedules for long term absences? 

Currently, if an agent gives notice that they will be out on an extended leave of absence, we used to manually update schedules. We generate and publish schedules for 2 months (current month and next month). This means if we have someone out for 3+ months, we will need to manually update upon schedule generation. 

Does anyone have another process to add extended leave besides these?

• Manual schedule updates.
• Temporary work plan assignments- Assign a work plan that is the agent's normal schedule but instead of "On Queue" we schedule with the "Leave" activity. One drawback is that there is a date range limit (6 months I believe)
• Adding in Time Off Requests- We can add in as a full day with the date range. The team doesn't use the "Full day" time off request because when Genesys updates schedules it blocks out a full 24hr period instead of just the agent's true shift. This throws off our intraday numbers. 

Appreciate any insight as to your common practices for this. 

This will most likely be the easiest route for us to take. Our only concern was having LOA show up in schedules as 24hrs instead of the agent's actual shift. 

A possible solution might be to submit this as a time off request. Whilst agents can only do this for selectable time off, admins can do this for all time off, and it means the next schedule will generate with the time off already assigned on the schedule. You can choose the code, number of days, and also the dates of choice.

Hello community,

This question came up within our WFM team and we are unsure of how to handle requests of extended LOA or FMLA. Is there any best practices in how to plan schedules for long term absences? 

Currently, if an agent gives notice that they will be out on an extended leave of absence, we used to manually update schedules. We generate and publish schedules for 2 months (current month and next month). This means if we have someone out for 3+ months, we will need to manually update upon schedule generation. 

Does anyone have another process to add extended leave besides these?

• Manual schedule updates.
• Temporary work plan assignments- Assign a work plan that is the agent's normal schedule but instead of "On Queue" we schedule with the "Leave" activity. One drawback is that there is a date range limit (6 months I believe)
• Adding in Time Off Requests- We can add in as a full day with the date range. The team doesn't use the "Full day" time off request because when Genesys updates schedules it blocks out a full 24hr period instead of just the agent's true shift. This throws off our intraday numbers. 

Appreciate any insight as to your common practices for this.