Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: seb_couturier on August 24, 2007, 12:37:28 PM

Title: how do i add overtime for an agent
Post by: seb_couturier on August 24, 2007, 12:37:28 PM

hi
Can somone help me with this?
This is the first time that i post here and it seems, for what i can see, to be really helpful but i didn't see any topics regarding this...

i may have heard about this already in my training at Genesys University but i can't seem to find any info on this anywhere

How do we add overtime to agents with Genesys WFM  ???

thanks for your help

Title: Re: how do i add overtime for an agent
Post by: seb on August 24, 2007, 01:35:19 PM

i forgot to mention that i was using the WMF 7.2

Title: Re: how do i add overtime for an agent
Post by: PeterJ on August 28, 2007, 08:38:05 AM

Hi sed,

I reckon you want to add overtime to already rostered agent (published in Master Schedule). One way how to do it is:

1. Edit a shift to include the overtime (In WFM Web Supervisor, right-click on the shift...)

2. To track the overtime hours, "Marked Time" could be used. First you need to define marked time in WFM Configuration Utility. It is defined for every site (like e.g. exceptions).

Once defined, you can "mark" extended part of the shift (right-click -> Insert -> Marked time).

Reports for tracking marked time are provided (Reports -> Schedule Reports -> ...Maeked Time...). This way you can report your overtime hours. By defining more marked time types you can distinguish between different activities if needed.

Peter

Title: Re: how do i add overtime for an agent
Post by: seb on August 28, 2007, 06:22:32 PM

thank you so much Peter
I'll try that today  ;D

Title: Re: how do i add overtime for an agent
Post by: seb on August 28, 2007, 06:29:15 PM

is there a way to add the marked time or the OT [u]outside[/u] the scheduled shift (like an exception outside the shift)?  ???

Title: Re: how do i add overtime for an agent
Post by: mark on August 29, 2007, 09:48:41 AM

I guess you could create overtime as shifts, then in the schedule you can 'Insert Shift' on an agent, giving the start and end time for the overtime.

Mark

Title: Re: how do i add overtime for an agent
Post by: PeterJ on August 29, 2007, 12:04:48 PM

[quote author=mark link=topic=2436.msg9185#msg9185 date=1188380921]
I guess you could create overtime as shifts, then in the schedule you can 'Insert Shift' on an agent, giving the start and end time for the overtime.

Mark
[/quote]

Yes, that's also possible.

I would go for extened shift and mark time anyway in case agent is coming sooner or staying longer to do the OT. You dont need to worry about shift definition (max. working hours, etc.). You can approve the changes even if not in line with configured restrictions.

In case OT does not follow or preced regular shift directly, another shift will do the trick. Neither mark time nor exception could be put in outside a shift.

Peter