Workforce Engagement Management

Hi Everyone, 

We are looking to edit how we approach time off for 2026 within our Contact Centre. We do not have an HRIS therefore no time off accruals are loaded into Genesys. 

We are looking to turn off the permission for agents to add/edit/cancel their time off requests and will have them use an external Form instead (this is to manage time off accruals remaining balanced). 
What we are hoping, is to find a way for agents to still have visibility of the available time off accrual limits so that they can make informed requests for edits. 

In testing, it appears that this might be tied to the 'add time off' permission - any thoughts out there on a solution? 

Thanks

Meaghan

Further to my question above, we've tried turning on the permission 'Workforce Management - Time Off Limit - View" but we don't want this level of visibility for our agents (seeing what our limit/available/allocated/waitlisted hours are). Our preference is either only to see available remaining hours OR to see the little calendar with the red box/fire/etc indicating more of a yes/no image. 

Hi Everyone, 

We are looking to edit how we approach time off for 2026 within our Contact Centre. We do not have an HRIS therefore no time off accruals are loaded into Genesys. 

We are looking to turn off the permission for agents to add/edit/cancel their time off requests and will have them use an external Form instead (this is to manage time off accruals remaining balanced). 
What we are hoping, is to find a way for agents to still have visibility of the available time off accrual limits so that they can make informed requests for edits. 

In testing, it appears that this might be tied to the 'add time off' permission - any thoughts out there on a solution? 

Thanks

Meaghan

https://developer.genesys.cloud/blueprints/wfm-hris-blueprint/ - this does not have to have an HRIS as the backing store. Could be a web service you have that is the 'front' for the data related to balances and such. Even data tables might be an option. So, instead of hitting an HRIS in the workflows it would be something else. PS/consultant types might be able to offer ideas.

Allowing an agent to see limits (which applies broadly) is, as you are aware, very different than showing them their balance (which is specific to them).

Further to my question above, we've tried turning on the permission 'Workforce Management - Time Off Limit - View" but we don't want this level of visibility for our agents (seeing what our limit/available/allocated/waitlisted hours are). Our preference is either only to see available remaining hours OR to see the little calendar with the red box/fire/etc indicating more of a yes/no image. 

Hi Everyone, 

We are looking to edit how we approach time off for 2026 within our Contact Centre. We do not have an HRIS therefore no time off accruals are loaded into Genesys. 

We are looking to turn off the permission for agents to add/edit/cancel their time off requests and will have them use an external Form instead (this is to manage time off accruals remaining balanced). 
What we are hoping, is to find a way for agents to still have visibility of the available time off accrual limits so that they can make informed requests for edits. 

In testing, it appears that this might be tied to the 'add time off' permission - any thoughts out there on a solution? 

Thanks

Meaghan