Genesys Employee Schedule Preferences (EE10-D) for PureEngage

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This topic is part of the manual PureEngage On-Premises Use Cases for version Public of Genesys Use Cases.
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Empower employees with self-administration of their schedule

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.

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

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:

  1. Supervisor is notified by employee of upcoming or current lateness/early-departure occurrence with desire for payback.
  2. Supervisor opens Schedule Intraday view and locates the relevant employee schedule for the date in question.
  3. Supervisors inserts Exception with Payback into the employee's schedule.
  4. Supervisor selects the Exception and start and end time to be used to represent the lateness period.
  5. Supervisor selects the Marked Time type to represent the payback period.
  6. 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
  7. Supervisor saves schedule.

Business Flow

The following diagram shows the business flow of the use case:

Business Flow Description

Agent:

  1. Employee becomes aware of upcoming or current lateness/early-departure occurrence with desire for payback.
  2. 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.
  3. Employee selects Shift Used For Exception.
  4. Employee selects the exception and start and end time to be used to represent the lateness period.
  5. Employee selects the Marked Time type to represent the payback period.
  6. 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
  7. Employee submits lateness/early-departure payback.



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.