Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: neilwarner on September 05, 2008, 03:39:17 PM

Title: Overtime Exception in WFM
Post by: neilwarner on September 05, 2008, 03:39:17 PM

I need to create an exception in Genesys WFM to show extra hours (overtime) worked in our call center taking phone calls and working overtime on other projects (not on the phone).  I also need an exception that will show overtime worked during lunch, I know I can delete the meal times and acheive these same result, but we need these for reporting purposes.  Anyone had experience working on exceptions like this?  Any help would be great!

Thanks,
Neil

Title: Re: Overtime Exception in WFM
Post by: PeterJ on September 10, 2008, 11:54:10 AM

I would recommend you to check Marked Time. Various Marked Time types could be created and inserted into schedule - part of shift is kind of marked as you use marker on paper.

WFM Marked Time reports are provided to report amount of time marked by specific type.

It is much more flexible than exceptions in your case.

Peter