We have found that Genesys will approve time-off requests on days an agent is schedule to work but with hours outside of an agents shift. The agents workplan includes that day so Genesys will take it. And if the time they are requesting does not currently have any work hours assigned to it, it is considered 0 hours and there are always 0 hours available so it will approve.
The times we have seen where the Genesys leaves the request as "Pending - Invalid Duration" has been when an agent requests time on a day that is not part of their current workplan, be it an assigned day or an optional day. I just saw one of these today, as we just completed a mini-bid and this agent has already requested a day off in accordance with their new shift but their workplan has not yet been updated. They asked for a Thursday, which they do not currently work and Thursday is not clicked on the workplan as an optional day so Genesys knew not to accept that request, but if it is a day where the agent could possibly work, it will take it.
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Original Message:
Sent: 04-23-2024 09:33
From: Pablo Flores
Subject: Time off manager- Auto approvals outside of an agents shift
Good Morning,
With the recent release of staffing groups we now are able to implement the time off manager functionality in our department. During our testing we are noticing that when an agent submits a time off requests that falls outside of their shift (complete or partially) the system auto approves some and denies other with a message stating the hours requested is outside of their scheduled shift. Is anyone else having this issue or have you found a workaround? We would love to use the auto-approve functionality but have concerns about outside of shift requests being approved.
#WorkforceManagement
#TimeOff/HRIS
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Pablo Flores
Sr WFM Manager
Security Service Federal Credit Union
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