Hi All,
We have come across an issue where the system won't allow an agent to submit a leave request for multiple days if their paid times are different throughout the week. As per the example below the agent works a 5 hour shift on a Wednesday and 6 hours Monday, Tuesday and Thursday.
When submitting the leave request the system correctly calculates the agents paid hours however when the request is submitted it says Pending - Invalid Duration with a message that the hours don't match the work Plan. As per the screenshot below, the work plan hours are correct.
If the agent puts in 2 separate requests, the first for Mon - Tues and a separate request just for the Wednesday the system auto approves the requests correctly so it only errors when the 1 request has different paid hours.
The same behaviour occurs if a Workforce Planner submits a pending request on the agents behalf via Time Off Requests. This has also been replicated with test agents and dummy work plans.
Is anyone else experiencing this issue and is there any information on a possible resolution?
#Genesys Cloud CX
#Workforce Management
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Michael Ball
Smart Service Queensland
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