Workforce Engagement Management

Hi,

Seeking guidance or assistance in troubleshooting if my configurations are set up incorrectly, causing the time off limits, allocated time, and available time to not compute accurately.

#TimeOff,AbsenceManagement

------------------------------
Thank you,
Holly Stauffer
Workforce Operations Associate Analyst
------------------------------

Hi Holly, 

Can you confirm that all your time-off plans have the setting to count requested time off against time-off limits is ticked?

If it is, it could be caused by any of those agents in your list that had time-off but have since moved into that managemnet unit or staffing group. Currently the time-off you may see listed does not update against a new plan. It will stay listed against the time-off limits where the request was orginally processed. Genesys do have a work around for this whilst an Idea is being voted on and hopefully picked up for development. 

https://genesyscloud.ideas.aha.io/ideas/WETOM-I-205

The link above is the details around an idea that is now under "Future Consideration" and here is a workaround we were provided by Genesys, if this is the issue. This was for moving an agent from time-off limits done at MU to a staffing group, but similar steps can be done when moving from MU to MU or BU to BU too. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-18-2025 10:32
From: Holly Stauffer
Subject: Time off limits / Allocated Time off hours / Available hours

Hi,

Seeking guidance or assistance in troubleshooting if my configurations are set up incorrectly, causing the time off limits, allocated time, and available time to not compute accurately.

#TimeOff,AbsenceManagement

------------------------------
Thank you,
Holly Stauffer
Workforce Operations Associate Analyst
------------------------------

Thank you for replying.  Yes, they are all marked as Count requested time off against time off limits.

It seems to be only that day that is not calculating correctly

 Any help or insights would be appreciated. 

Hi Holly, 

Can you confirm that all your time-off plans have the setting to count requested time off against time-off limits is ticked?

If it is, it could be caused by any of those agents in your list that had time-off but have since moved into that managemnet unit or staffing group. Currently the time-off you may see listed does not update against a new plan. It will stay listed against the time-off limits where the request was orginally processed. Genesys do have a work around for this whilst an Idea is being voted on and hopefully picked up for development. 

https://genesyscloud.ideas.aha.io/ideas/WETOM-I-205

The link above is the details around an idea that is now under "Future Consideration" and here is a workaround we were provided by Genesys, if this is the issue. This was for moving an agent from time-off limits done at MU to a staffing group, but similar steps can be done when moving from MU to MU or BU to BU too. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-18-2025 10:32
From: Holly Stauffer
Subject: Time off limits / Allocated Time off hours / Available hours

Hi,

Seeking guidance or assistance in troubleshooting if my configurations are set up incorrectly, causing the time off limits, allocated time, and available time to not compute accurately.

#TimeOff,AbsenceManagement

------------------------------
Thank you,
Holly Stauffer
Workforce Operations Associate Analyst
------------------------------

Hi Holly, did any of the agents on that day recently move into the MU or Staffing group? it could be that they had time-off approved in another MU or staffing group. 

Thank you for replying.  Yes, they are all marked as Count requested time off against time off limits.

It seems to be only that day that is not calculating correctly

 Any help or insights would be appreciated. 

Hi Holly, 

Can you confirm that all your time-off plans have the setting to count requested time off against time-off limits is ticked?

If it is, it could be caused by any of those agents in your list that had time-off but have since moved into that managemnet unit or staffing group. Currently the time-off you may see listed does not update against a new plan. It will stay listed against the time-off limits where the request was orginally processed. Genesys do have a work around for this whilst an Idea is being voted on and hopefully picked up for development. 

https://genesyscloud.ideas.aha.io/ideas/WETOM-I-205

The link above is the details around an idea that is now under "Future Consideration" and here is a workaround we were provided by Genesys, if this is the issue. This was for moving an agent from time-off limits done at MU to a staffing group, but similar steps can be done when moving from MU to MU or BU to BU too. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-18-2025 10:32
From: Holly Stauffer
Subject: Time off limits / Allocated Time off hours / Available hours

Hi,

Seeking guidance or assistance in troubleshooting if my configurations are set up incorrectly, causing the time off limits, allocated time, and available time to not compute accurately.

#TimeOff,AbsenceManagement

------------------------------
Thank you,
Holly Stauffer
Workforce Operations Associate Analyst
------------------------------

Apologizes for not addressing this question in your above post, no there are no new agents to the BU.

Hi Holly, did any of the agents on that day recently move into the MU or Staffing group? it could be that they had time-off approved in another MU or staffing group. 

Thank you for replying.  Yes, they are all marked as Count requested time off against time off limits.

It seems to be only that day that is not calculating correctly

 Any help or insights would be appreciated. 

Hi Holly, 

Can you confirm that all your time-off plans have the setting to count requested time off against time-off limits is ticked?

If it is, it could be caused by any of those agents in your list that had time-off but have since moved into that managemnet unit or staffing group. Currently the time-off you may see listed does not update against a new plan. It will stay listed against the time-off limits where the request was orginally processed. Genesys do have a work around for this whilst an Idea is being voted on and hopefully picked up for development. 

https://genesyscloud.ideas.aha.io/ideas/WETOM-I-205

The link above is the details around an idea that is now under "Future Consideration" and here is a workaround we were provided by Genesys, if this is the issue. This was for moving an agent from time-off limits done at MU to a staffing group, but similar steps can be done when moving from MU to MU or BU to BU too. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-18-2025 10:32
From: Holly Stauffer
Subject: Time off limits / Allocated Time off hours / Available hours

Hi,

Seeking guidance or assistance in troubleshooting if my configurations are set up incorrectly, causing the time off limits, allocated time, and available time to not compute accurately.

#TimeOff,AbsenceManagement

------------------------------
Thank you,
Holly Stauffer
Workforce Operations Associate Analyst
------------------------------

Hi Holly, did any of the agents on that day recently move into the MU or Staffing group? it could be that they had time-off approved in another MU or staffing group. 

Thank you for replying.  Yes, they are all marked as Count requested time off against time off limits.

It seems to be only that day that is not calculating correctly

 Any help or insights would be appreciated. 

Hi Holly, 

Can you confirm that all your time-off plans have the setting to count requested time off against time-off limits is ticked?

If it is, it could be caused by any of those agents in your list that had time-off but have since moved into that managemnet unit or staffing group. Currently the time-off you may see listed does not update against a new plan. It will stay listed against the time-off limits where the request was orginally processed. Genesys do have a work around for this whilst an Idea is being voted on and hopefully picked up for development. 

https://genesyscloud.ideas.aha.io/ideas/WETOM-I-205

The link above is the details around an idea that is now under "Future Consideration" and here is a workaround we were provided by Genesys, if this is the issue. This was for moving an agent from time-off limits done at MU to a staffing group, but similar steps can be done when moving from MU to MU or BU to BU too. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-18-2025 10:32
From: Holly Stauffer
Subject: Time off limits / Allocated Time off hours / Available hours

Hi,

Seeking guidance or assistance in troubleshooting if my configurations are set up incorrectly, causing the time off limits, allocated time, and available time to not compute accurately.

#TimeOff,AbsenceManagement

------------------------------
Thank you,
Holly Stauffer
Workforce Operations Associate Analyst
------------------------------

@ Mike Morris, I want to thank you for all the help in trouble shooting my issues with the PTO and allotted hours not calculating correctly.  We did some additional testing and what I found was in my set up.  It was with in my activity codes! I didn't have the "Count as Paid time" checked.  Once I did this, refreshing the Time off limits, our calculation come out correct.   Thank you for your help! 

Hi Holly, did any of the agents on that day recently move into the MU or Staffing group? it could be that they had time-off approved in another MU or staffing group. 

Thank you for replying.  Yes, they are all marked as Count requested time off against time off limits.

It seems to be only that day that is not calculating correctly

 Any help or insights would be appreciated. 

Hi Holly, 

Can you confirm that all your time-off plans have the setting to count requested time off against time-off limits is ticked?

If it is, it could be caused by any of those agents in your list that had time-off but have since moved into that managemnet unit or staffing group. Currently the time-off you may see listed does not update against a new plan. It will stay listed against the time-off limits where the request was orginally processed. Genesys do have a work around for this whilst an Idea is being voted on and hopefully picked up for development. 

https://genesyscloud.ideas.aha.io/ideas/WETOM-I-205

The link above is the details around an idea that is now under "Future Consideration" and here is a workaround we were provided by Genesys, if this is the issue. This was for moving an agent from time-off limits done at MU to a staffing group, but similar steps can be done when moving from MU to MU or BU to BU too. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-18-2025 10:32
From: Holly Stauffer
Subject: Time off limits / Allocated Time off hours / Available hours

Hi,

Seeking guidance or assistance in troubleshooting if my configurations are set up incorrectly, causing the time off limits, allocated time, and available time to not compute accurately.

#TimeOff,AbsenceManagement

------------------------------
Thank you,
Holly Stauffer
Workforce Operations Associate Analyst
------------------------------

Thats great news, glad you got to the bottom of it :-)

@ Mike Morris, I want to thank you for all the help in trouble shooting my issues with the PTO and allotted hours not calculating correctly.  We did some additional testing and what I found was in my set up.  It was with in my activity codes! I didn't have the "Count as Paid time" checked.  Once I did this, refreshing the Time off limits, our calculation come out correct.   Thank you for your help! 

Hi Holly, did any of the agents on that day recently move into the MU or Staffing group? it could be that they had time-off approved in another MU or staffing group. 

Thank you for replying.  Yes, they are all marked as Count requested time off against time off limits.

It seems to be only that day that is not calculating correctly

 Any help or insights would be appreciated. 

Hi Holly, 

Can you confirm that all your time-off plans have the setting to count requested time off against time-off limits is ticked?

If it is, it could be caused by any of those agents in your list that had time-off but have since moved into that managemnet unit or staffing group. Currently the time-off you may see listed does not update against a new plan. It will stay listed against the time-off limits where the request was orginally processed. Genesys do have a work around for this whilst an Idea is being voted on and hopefully picked up for development. 

https://genesyscloud.ideas.aha.io/ideas/WETOM-I-205

The link above is the details around an idea that is now under "Future Consideration" and here is a workaround we were provided by Genesys, if this is the issue. This was for moving an agent from time-off limits done at MU to a staffing group, but similar steps can be done when moving from MU to MU or BU to BU too. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-18-2025 10:32
From: Holly Stauffer
Subject: Time off limits / Allocated Time off hours / Available hours

Hi,

Seeking guidance or assistance in troubleshooting if my configurations are set up incorrectly, causing the time off limits, allocated time, and available time to not compute accurately.

#TimeOff,AbsenceManagement

------------------------------
Thank you,
Holly Stauffer
Workforce Operations Associate Analyst
------------------------------

@ Mike Morris, I want to thank you for all the help in trouble shooting my issues with the PTO and allotted hours not calculating correctly.  We did some additional testing and what I found was in my set up.  It was with in my activity codes! I didn't have the "Count as Paid time" checked.  Once I did this, refreshing the Time off limits, our calculation come out correct.   Thank you for your help! 

Hi Holly, did any of the agents on that day recently move into the MU or Staffing group? it could be that they had time-off approved in another MU or staffing group. 

Thank you for replying.  Yes, they are all marked as Count requested time off against time off limits.

It seems to be only that day that is not calculating correctly

 Any help or insights would be appreciated. 

Hi Holly, 

Can you confirm that all your time-off plans have the setting to count requested time off against time-off limits is ticked?

If it is, it could be caused by any of those agents in your list that had time-off but have since moved into that managemnet unit or staffing group. Currently the time-off you may see listed does not update against a new plan. It will stay listed against the time-off limits where the request was orginally processed. Genesys do have a work around for this whilst an Idea is being voted on and hopefully picked up for development. 

https://genesyscloud.ideas.aha.io/ideas/WETOM-I-205

The link above is the details around an idea that is now under "Future Consideration" and here is a workaround we were provided by Genesys, if this is the issue. This was for moving an agent from time-off limits done at MU to a staffing group, but similar steps can be done when moving from MU to MU or BU to BU too. 

------------------------------
Mike Morris
Manager - BCD

Original Message:
Sent: 11-18-2025 10:32
From: Holly Stauffer
Subject: Time off limits / Allocated Time off hours / Available hours

Hi,

Seeking guidance or assistance in troubleshooting if my configurations are set up incorrectly, causing the time off limits, allocated time, and available time to not compute accurately.

#TimeOff,AbsenceManagement

------------------------------
Thank you,
Holly Stauffer
Workforce Operations Associate Analyst
------------------------------