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  • 1.  Receiving all time requests on Inbox

    Posted 03-02-2023 10:29
    No replies, thread closed.

    Hello Community,

    I have two simple questions that I can't find the answer for,

    1. Is there a way for supervisors, managers to received only their direct reports' time off requests on their inbox?   They are currently receiving all the requests from the entire contact center.
    2. The real time adherence report is showing agents that are on break and following their schedule, as "Ignored" and not as "In adherence."    I didn't add any specifics to their management unit.  

    Thanks so much for your help.

    Rita Gascot


    #Unsure/Other

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    Rita Gascot
    State of Florida - Department of Revenue
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  • 2.  RE: Receiving all time requests on Inbox

    Posted 03-11-2023 22:10
    No replies, thread closed.
    1. Tough one.  Since there is no real relationship between agents and supervisors in WFM, that would have to be built first.  Here is the idea for that: Time- off manager notifications based on | Genesys Cloud Ideas Portal (aha.io).  Then there is the problem of defining the Reports To since almost NO ONE uses that feature in Genesys Cloud unless they bring it in with SCIM, but that does not mean that is the person that could approve or disapprove requests.  None of that is in there today, but I did think of a way Genesys could implement this fairly easily and added this idea:  Add option in Time Off Plans to have | Genesys Cloud Ideas Portal (aha.io)
    2. Check in the Management Unit in the Adherence tab.  That might be a default in the Ignore section.  Also check that status in the activities list if it counts as work time or not.


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    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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