PureEngage On-Premises

WFM Version: 8.1.201.44

I have introduced flexible shifts to one of my units, (08:00 - 18:00 Monday - Friday only).

We work 7hr paid shifts with 1 x 45 up lunch and 2 x 15 p breaks.

There is full flexibility across Mon - Fri  

We have two issues:

1) The few people on shared transport (circa 7 out of 40) never get scheduled for a start of day end of day shift, I am assuming it says that because you are in a shared transport group that you will be scheduled around everyone else, which means no early or late shifts.

In essence, a bonus of being in the group is you always work between core hours.

2) Some agents are getting scheduled on significantly more 10:15 -18:00 shifts than others, and while not as frequent more 08:00 - 15:45 shifts.
When building the schedule we select the option to 'shuffle agents' but in a 6 mth analysis we have agents who have been scheduled over 40 instances of either an 08:00 – 15:45 shift or 10:15 – 18:00 shift, these agents will rarely be scheduled for the opposite end of the shift

Is it something that we are missing in terms of configuration?
 

Emer,

Regarding issue #1:  The Shared Transportation object is designed to align the start and end times around a common, pre-defined time.  This is to be used in the case of a Bus or Train scheule where you always want the agent to be able to arrive and leave according to this "shared transportation" schedule. Is this what you were trying to use this feature for?

#2: The "Shuffle Agents" option merely randomizes the order in which the agent's schedules are built in order to prevent one or more agents from always getting the same schedule simply because of where they are stored in the WFM Database.  Perhaps we need to look closer at what Shift Rules are being applied to these two groups of agents and make sure they are not being restricted by their Contracts.  Also, we might want to confirm that there are not Calendar items for these agents that would cause their schdules to "favor" one part of the day over another.

I hope this helps....

-Tom Tritten