Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: AbdulBasit on July 27, 2017, 07:30:13 AM

Title: WFM regular Excepton type
Post by: AbdulBasit on July 27, 2017, 07:30:13 AM

Hi Guys,

I have created an exception type as regular including with full day check box and agent initiation.

From WFM Agent Side, when Agent applied exception for past day. supervisor proceed to accept applied exception. but this approved exception is not appearing in Agent side calendar.

Therefore Questions is.
Is it possible to create exception as time-off for full day?
if not as time-off how the agent side will have the visibility/notification for approved exception?

Regards,
Abdul Basit

Title: Re: WFM regular Excepton type
Post by: Tambo on July 27, 2017, 08:58:27 AM

any clue on the WFM type ??

Title: Re: WFM regular Excepton type
Post by: AbdulBasit on July 27, 2017, 10:08:58 AM

Of course its Genesys WFM 8.5

Title: Re: WFM regular Excepton type
Post by: Tambo on July 27, 2017, 02:35:58 PM

apologies, never used it  :-\

Title: Re: WFM regular Excepton type
Post by: Bambi on July 28, 2017, 07:01:02 AM

Exceptions cannot be added to the calendar retrospectively. In this instance I would suggest manually adding the exception/overriding it in the calendar.

From a WFM perspective, the event has passed and no longer forms part of your scheduling or forecasting, so the system will not accept it now as an addition.