Workforce Engagement Management

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  • 1.  Time-Off Request questions

    Posted 07-25-2023 16:35
    1. What happens to Time-Off history when agents are moved between Management Units?
    2. Business Units?
    3. When Management Units are deleted?

    It is not uncommon for us to need to retrieve hours and other information after agents have moved around from cross-training.


    #Genesys Cloud CX
    #Workforce Engagement Management
    #Workforce Management
    #ScheduleManagement
    #Performance Management

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    Gene Gutierrez
    Presbyterian Healthcare Services
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  • 2.  RE: Time-Off Request questions

    Posted 07-27-2023 10:10

    Gene, 

    Time-Off history is retained with the agent regardless of BU. 

    1. Moving agents between MU's (MU-A to MU-B) their history will appear in the Time Off Requests view within the new MU(MU-B). 
    2. Moving between BU's the history moves with the agent 
    3. Time Off stays with the agent and is displayed within their assigned MU (viewing agent time off requires agent to be a member of a MU) when filtering Time-Off Requests. 

    Thanks,

    Chuck



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    Chuck Swain
    Genesys
    WEM Leadership
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    Original Message


  • 3.  RE: Time-Off Request questions

    Posted 07-27-2023 17:11

    Perfect, thank you for this clarification. I knew certain things moved between MUs but not everything.



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    Gene Gutierrez | Workforce Coordinator
    Presbyterian Customer Service Center
    Albuquerque, NM
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    Original Message


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