PureEngage On-Premises

We are looking into using Schedule Preferences for some of our staff but are having a hard time explaining how the preferences are allocated. We plan on running the schedules with "none' chosen as the emphasis and the min and max fulfillment at 100%. The main questions that we are having a hard time answering before we start using them are as follows:

• If an agent enters in availability as 700am-1100pm with Sat/Sun off, how will the system decide which schedule to give that agent?
• If we use the parameters above for fulfillment, will the system just automatically grant all agents 100% of their preferences and not look at the calculated staffing, thus causing an overstaffing and understaffing issue?

Does anybody have any experience with running preferences without using an emphasis?

Thanks,
Theresa

By default preferences are assigned based on seniority... and seniority is determined by Hire Date (if ranks are not assigned)

If Ranks are assigned than preferences are given according to Ranks.

Thank you!

Theresa,

Ranks can also be used as a tie-breaker for Seniority when multiple agents have the same hire date.
Also, you have to option of having it assign Preferences completely randomly.