Genesys Employee Schedule Preferences (EE10-D) for Genesys Engage on premises
What's the challenge?
As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently.
What's the solution?
Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Employees can request time off, submit schedule preferences, and manage exceptions — without going through a supervisor or planner.
Contents
Use Case Overview
Story and Business Context
Within any organization, it is inevitable that employees will need to start their daily shift later than planned or leave for the day earlier than planned, for a variety of reasons (such as lateness, doctor's appointment, or illness).
The Lateness Payback feature of the Genesys Workforce Management solution allows a supervisor or an employee to input the period of time for which they will need to be absent, due to starting later or leaving earlier than planned. This time can now be made up by arriving earlier, departing later, or reducing the length of the employee's meal for the affected day or a future day.
Use Case Benefits*
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line:
| Use Case Benefits | Explanation |
|---|---|
| Improved Employee Satisfaction | Empower employees by enabling individual schedule adjustments. Prevent unexpected events from impacting employee's business obligations |
| Reduced Administration Costs | Reduce manual schedule intervention for planners and supervisors |
Summary
Supervisors and employees can now insert unpaid, part-day exceptions into schedules to indicate missed work time and insert work intervals into schedules to pay back or recoup it.
Use Case Definition
Business Flow
The following diagram shows the business flow of the use case:
Business Flow Description Supervisor:
- Supervisor is notified by employee of upcoming or current lateness/early-departure occurrence with desire for payback.
- Supervisor opens Schedule Intraday view and locates the relevant employee schedule for the date in question.
- Supervisors inserts Exception with Payback into the employee's schedule.
- Supervisor selects the Exception and start and end time to be used to represent the lateness period.
- Supervisor selects the Marked Time type to represent the payback period.
- Supervisors select method of payback and date and time frame:
- Add work to start/end of shift
- Reduce length of meal on a specific date
- Supervisor saves schedule.
Business Flow
The following diagram shows the business flow of the use case:
Business Flow Description Agent:
- Employee becomes aware of upcoming or current lateness/early-departure occurrence with desire for payback.
- In the Schedule view of the WFM Agent Web interface, the employee selects "Add Exception with Payback" for the relevant day where lateness/early-departure is needed.
- Employee selects Shift Used For Exception.
- Employee selects the exception and start and end time to be used to represent the lateness period.
- Employee selects the Marked Time type to represent the payback period.
- Employee selects the method of payback and date and time frame:
- Add work to start/end of shift
- Reduce length of meal on a specific date
- Employee submits lateness/early-departure payback.
Business and Distribution Logic
Business Logic
Marked Time types representing lateness payback time need to be configure with the "Use to Mark Payback" option selected.
Exceptions to be used to define the lateness/early-depature itself must be configured in accordance with:
- Unpaid
- Partial Day
- Breaks-over-Exceptions are NOT allowed
- Agent Initiated selected with NO date range defined
Distribution Logic
N/A
User Interface & Reporting
Agent UI
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.
Customer-facing Considerations
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 |
General Assumptions
Assumptions for PureConnect customers running Genesys Workforce Management
Genesys Workforce Management v8.5.206 or higher
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.
Document Version
- Version v 1.1.2 last updated November 8, 2022