Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?

Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?

Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?

#Genesys Cloud CX
#Genesys Multicloud CX cloud
#Workforce Engagement Management
#WorkforceManagement
#Scheduling

------------------------------
Jacqueline Turner
Workflow Coordinator
NYCM Insurance
------------------------------

We'll get updates made to the legend. Something like the following:

(fire icon) Day is nearing time-off availability limit
Requests not expected to be waitlisted at this point.

(red outline) Short waitlist
Requests will be on a short waitlist and might not be approved.

(red fill) Long waitlist
Request will be on a long waitlist and likely not be approved.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 12-08-2023 14:55
From: Jacqueline Turner
Subject: Time Off Request Calendar Legend

Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?

#Genesys Cloud CX
#Genesys Multicloud CX cloud
#Workforce Engagement Management
#WorkforceManagement
#Scheduling

------------------------------
Jacqueline Turner
Workflow Coordinator
NYCM Insurance
------------------------------

Hi Jay,

Just looking for an update on this. =) 

We'll get updates made to the legend. Something like the following:

(fire icon) Day is nearing time-off availability limit
Requests not expected to be waitlisted at this point.

(red outline) Short waitlist
Requests will be on a short waitlist and might not be approved.

(red fill) Long waitlist
Request will be on a long waitlist and likely not be approved.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 12-08-2023 14:55
From: Jacqueline Turner
Subject: Time Off Request Calendar Legend

Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?

#Genesys Cloud CX
#Genesys Multicloud CX cloud
#Workforce Engagement Management
#WorkforceManagement
#Scheduling

------------------------------
Jacqueline Turner
Workflow Coordinator
NYCM Insurance
------------------------------

I'll defer to Product Management: @Damaris Scott

Hi Jay,

Just looking for an update on this. =) 

We'll get updates made to the legend. Something like the following:

(fire icon) Day is nearing time-off availability limit
Requests not expected to be waitlisted at this point.

(red outline) Short waitlist
Requests will be on a short waitlist and might not be approved.

(red fill) Long waitlist
Request will be on a long waitlist and likely not be approved.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 12-08-2023 14:55
From: Jacqueline Turner
Subject: Time Off Request Calendar Legend

Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?

#Genesys Cloud CX
#Genesys Multicloud CX cloud
#Workforce Engagement Management
#WorkforceManagement
#Scheduling

------------------------------
Jacqueline Turner
Workflow Coordinator
NYCM Insurance
------------------------------

Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?

@Jacqueline Turner @Gina Palmer We have an issue with the fire icon showing on days our business is closed (Sat and Sun) and 0 hours are loaded in limits. Is that that kind of issue you have as well? I had a ticket open on this but was told by Gen that it was working as designed :/

Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?

Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?

Hi Everyone,

I'm sorry for coming in late to the conversation. I've been out on leave. 

I can see how this may confuse agents because, for the fire icon, we state "Request will be approved". We would auto-approve in most circumstances, but I see some edge cases where it might not get auto-approved.

Maybe it will help if I added a little clarification as to how we determine which icon shows up:

• Fire - Day is almost full: Shows up if the hours requested are less than the hours left on the time off limit. So, theoretically, the request should be approved because the agent is requesting less time than what is left in the time off limit. For example, the agent is requesting 8 hours and the time off limit has 10 hours left
• Red outline box - Short wait list: This shows up if there are 'x' number of agents in the waiting list
• Red filled box - Long wait list: This shows up if there are 'x+' number of agents in the waiting list

I'm curious if you are seeing a different behavior than what I stated above. Maybe it will be less confusing if we remove the text that is not in bold. 

Thanks for your help everyone 

Hi there,

I've noticed the text for the Calendar Legend has been updated and it is very misleading to our agents. 

The flame icon is basically guaranteeing to our agents that their requests will be approved - which is not the case. 

Are there any workarounds to prevent this statement from showing up and confusing our agents?

If I turned off time off limits, would that be the only solution?