Genesys Employee Schedule Preferences (EE10-A) for Genesys Engage cloud

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This topic is part of the manual Genesys Engage cloud Use Cases for version Current of Genesys Use Cases.
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Important
This use case supports Genesys Engage and PureConnect as the WFM product is supported to run on both platforms.
Empower employees with self-administration of their schedule
    GenesysEngage-onpremises

Use Case Overview

Story and Business Context

This use case focuses on operational efficiency and employee empowerment through automated time-off processing, featuring:

  • Automatic calculation and re-calculation of time-off balance when time off is added or amended by supervisors or agents. The time-off balance for each agent is automatically calculated at the beginning of every time-off year and when the date associated to a time-off rule is reached.
  • Control of the number of agents on time off in the time-off limits.
  • Time-off tracking to support shrinkage calculations applied to the staffing forecasts.This use case provides the following business benefits:

Use Case Benefits*

Use Case Benefits Explanation
Improved Employee Satisfaction Empower employees through the ability to self-manage time-off requests against predetermined business operational rules
Reduced Administration Costs Reduce operational planning time by decreasing the effort of approving and managing time-off requests
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

Employees can self-manage their time off, controlled through business rules.


Use Case Definition

Business Flow

The following diagrams show the business flow of the use case. Configuration and Supervisor flow

Business Flow Description Supervisor Flow

  1. Base configuration complete (Use Case EE01).
  2. Supervisor logs into Web Supervisor application and navigates to Calendar > Time Off Limits.
  3. Supervisor enters values for Time Off Limits (void = unlimited).
  4. Supervisor navigates to Policies > Time Off Types.
  5. Supervisor configures Time Off Types and associates with Schedule State Groups.
  6. Supervisor navigates to Policies > Time Off Rules.
  7. Supervisor creates Time Off Rules to calculate time-off balance (usually based on agent’s contract).
  8. Supervisor assigns Time Off Rules to agents with an effective start date (end date is populated automatically by the system).
  9. Several Time Off Rules can be assigned to each agent, mirroring their career path and possible increased entitlement.
  10. Agent creates new request in Web Agent application outside of published schedule dates.
  11. Time off is automatically granted, providing that the agent has enough hours remaining and the Time Off Limits have not been met.
  12. WFM Builder automatically picks up the time-off request during the schedule build for the appropriate dates.

Business Flow

Agent flow

Business Flow Description Agent Flow

  1. Agent creates a new request in the Web Agent application within the published schedule dates.
  2. Settings previously configured in WFM Application Options determine whether the time-off request is automatically processed in the published schedule.
  3. Time off is pushed to WFM Calendar in Preferred status, providing that the agent has enough hours remaining and the Time Off Limits have not been met.
  4. If auto-approval in published schedule is not enabled, supervisor navigates to WFM Calendar and filters on Time Off entries.
  5. Supervisor grants/declines time-off requests based on business criteria.

Business and Distribution Logic

Business Logic

Time-off rules, limits, and configuration is specific to the customer, vertical, region, and country laws, and so can vary widely. However, the base requirements are:

  • Time-Off Limit Values
  • Time-Off Types
  • Application of Time-Off Rules to Time-Off Types
  • Enabling of time-off self-management


Distribution Logic

N/A


Use Case Requirements

Customer Interface Requirements

Genesys WFM Web Supervisor is a browser-based UI that requires a Java applet. Access control for specific roles (such as planners, supervisors, forecasters, and schedulers) is handled via User Security configuration. See Supported Operating Environment Guide for specific browser support.

Agent Desktop Requirements

Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support.

Reporting

Real-time Reporting

N/A

Historical Reporting

The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide.

Assumptions

General Assumptions

Assumptions for PureConnect Cloud customers running Genesys Workforce Management

PureConnect Platform Assumptions:

The dependency use case covers the PureConnect Platform-specific assumptions. Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect. The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02)

  • PureConnect GWFM Connector is required to utilize Genesys WFM on PureConnect

Other Assumptions

The customer has the requirement or desire to use this element of advanced WFM. The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions.


Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect. The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02)

Customer Assumptions

Schedule State Groups are configured to meet business requirements regarding Time-Off Types.

Interdependencies

All required, alternate, and optional use cases are listed here, as well as any exceptions.

All of the following required: At least one of the following required: Optional Exceptions
None

    Workforce Engagement

      None None

      Premise Assumptions

      Cloud Assumptions


      Related Documentation

      Document Version

      • v 1.1.4