Workforce Engagement Management

 View Only
Discussion Thread View
  Thread closed by the administrator, not accepting new replies.
  • 1.  Overtime Bidding

    Posted 06-29-2018 03:26
    Edited by Tracy Vickers 08-31-2018 10:36
    No replies, thread closed.
    ​Hi,

    I hear that this functionality has been released and I seem to have missed this. Could someone send me some screenshots from configuration of this and how it looks for the agents ?

    Need to consider if it's worth the job now or can/should we wait for the new Java free scheduling engine.


    ------------------------------
    Mikael P Ulstein
    DNB Bank ASA
    Oslo, Norway
    ------------------------------


  • 2.  RE: Overtime Bidding

    GENESYS
    Posted 06-29-2018 05:40
    No replies, thread closed.
    Hi Mikael,

    The help pages should give you all the information you need - here are the links for the pages including the Overtime Bidding.

    Agent Web:
    Documentation:WM:AArkHelp:OTBdg:8.5.2 - Genesys Documentation
    Genesys remove preview
    Documentation:WM:AArkHelp:OTBdg:8.5.2 - Genesys Documentation
    If you want to work overtime, WFM enables you to bid on overtime slots presented in Overtime Offers. View Overtime Offers that are open for bidding by clicking Bidding > Overtime. You can access overtime offers only after they've been marked "open" by a supervisor.
    View this on Genesys >



    Supervisor Web:
    Documentation:WM:SHelp:OvrtmBdg:8.5.2 - Genesys Documentation
    Genesys remove preview
    Documentation:WM:SHelp:OvrtmBdg:8.5.2 - Genesys Documentation
    Rather than simply assigning overtime hours to agents, you can create Overtime Offers and enable agents to select the overtime hours they most prefer. After you customize and open the offer for bidding, agents can view it in the Web for Agent's interface and enter bids for their desired overtime slots.
    View this on Genesys >

    If you need any further screenshots, just let us know.

    Many thanks

    ------------------------------
    The Guru Team
    ------------------------------



  • 3.  RE: Overtime Bidding

    Posted 06-29-2018 06:06
    No replies, thread closed.
    ​Hi Tracy,

    When I read the help info it seems like this is all based on a bidding period that ends with a minor schedule run.

    Is it possible to have it more live so that "first in first out" is actual values at all time ? Or that we can update the scehdule several times until the request has been fulfilled and the request for overtime decreases when scehduled ?

    Because that would be  more like our FR was designed and would fit our overtime process today.


    ------------------------------
    Mikael P Ulstein
    DNB Bank ASA
    Oslo, Norway
    ------------------------------



  • 4.  RE: Overtime Bidding
    Best Answer

    GENESYS
    Posted 06-29-2018 06:59
    No replies, thread closed.
    Hi Mikael,

    The bidding can be seat as First Come, First Served but unfortunately, it is not a 'live' process. The process for the Overtime Bidding feature is described as follows:
    1. The supervisor creates Overtime Offer by specifying:
      • A description
      • Start and end boundaries, within which agents can request overtime
      • A list of associated agents
      • A list of associated activities, for which overtime work will be assigned
      • A Marked Time type, which will be used to denote the assigned work
      • Rules and constraints for agents requesting overtime slots such as, min./max. amounts and duration
      • A ranking method for agents
    2. The supervisor opens an Overtime Offer for bidding
      • The supervisor can edit the Overtime Offer any time.
    3. Agents submits their requests for overtime slots.
      • Agents specify a desired start and end time of overtime slot.
      • Agents can enter multiple slot requests within the same Overtime Offer, by specifying the desired priority for each slot. The time intervals of agent slot requests can overlap, but each request must have a unique priority.
    4. The supervisor starts the overtime scheduling process by selecting the Overtime Offers manually, one at any time.
      • The overtime scheduling process iterates through associated agents list taking agents one-by-one according to ranking order and processes their overtime slot requests one-by-one according to the priority specified by agent.
      • The slot is scheduled if the resulting overtime is under the overtime requirement for activities associated with the Overtime Offer, rules and constraints configured within Overtime Offer are satisfied and agents receive valid schedules according to the existing constraints, which means no schedule warnings.
      • Agents' schedule are committed to the Master Schedule, when overtime scheduling process finishes.
    So if Agent A requests OT between 4pm and 5pm first and Agent B requests the same time, if there was only 1 slot available for that time, Agent A would be scheduled for the slot.
    With regard to your question 'or that we can update the schedule several times until the request has been fulfilled and the request for overtime decreases when scheduled ?' - in that scenario you would create a 2nd overtime bidding window and run the process again.



     


    ------------------------------
    The Guru Team
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources