Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: matruco03 on July 14, 2009, 09:51:12 PM
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Hi Everyone
I'm experiencing some problems with agent trading in WFM. Basically what's happening is that the system is accepting the agent trades without the supervisors accepting it. This is happening with only a particular group. When an agent request a trade with another agent and the other agent accepts it automatically confirms. Where can I configure this so it will require the supervisors approval.
WFM version is 7.2.0
Thanks
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Does it meet any of these conditions?
Auto-Decline Conditions
WFM Web automatically declines a trade if any of the following conditions is true for any day included in the trade:
Either agent's schedule overlaps with the overnight schedule from the previous day for a recipient agent.
A trading proposal includes a day with the "do not trade" exception.
Supervisor Approval Conditions
WFM Web places a trade "in review"—a status that requires a supervisor to approve the trade—if the trade involves any of the following conditions:
The traded schedules have different work durations.
Either agent is trading days off for working days.
Either agent has a scheduled exception with the delete rule enabled.
Either agent is trading a keep with agent exception for fixed-staff work.
The trade violates an agent's availability (contract availability, granted availability preferences, or rotating availability).
The trade violates certain contract terms or site rules: minimum or maximum working hours per day or per week; minimum or maximum days off per week; or minimum time off between consecutive working days.
Auto-Approval Conditions
If a schedule trade does not match any of the Auto-Decline or Supervisor Approval conditions, WFM Web automatically approves it and trades the schedules.