Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on April 02, 2011, 10:18:52 AM
-
Any Workforce Management experts in the house?
When you swap agents from one time-off rule to another, it asks you if you want to recalculate the time-off balance. I haven't thought of a good use for this function yet, as it basically resets their leave to zero and starts again from that point (instead of remembering how much leave they've used so far this year and simply applying the new time off rule).
I'm working with someone who has done just that and they've ended up with agents who, according to the time-off report, had zero holiday entitlement between January and March, with a full year's entitlement from this point onwards.
Is there a way to basically undo this damage and apply the time-off rule from January 1st, taking into account any holiday they've had since then?
Also, sometimes they award agents with an extra day's holiday and they want to be able to do this without having to create a new time-off rule every time. Is it possible to add "bonus" days like this?
-
[i]Is there a way to basically undo this damage and apply the time-off rule from January 1st, taking into account any holiday they've had since then?[/i]
Does the time off rule within WFM config utility have a carry over date of 01/01? This works for us when we change an agents time off rule and recalculate the time off balance.
Also make sure the holidays they have taken so far are in the calendar items within WFM Web for supervisors.
[i]Also, sometimes they award agents with an extra day's holiday and they want to be able to do this without having to create a new time-off rule every time. Is it possible to add "bonus" days like this?[/i]
We use the bonus hours field within the time off tab of the agent (in config utility) for this, and other cases such as where the agent has accummulated additional hours.
Hope this helps, Thanks,
WA
-
Hi PFCCWA
Thanks for the tip on the bonus hours; that was exactly what I was looking for.
I've also found that managing the time off rules from this agent configuration tab is a better way than how they were doing it before. If you change time off rules there, it seems to calculate everything exactly how they want it.
Problem solved!