If you are using load-based schedule generation, then activities will be optimized based on interaction forecast volume, AHT, and distribution along with agent capabilities and work constraints. The degree of flexibility or inflexibility of schedules is largely due to work plan configuration (e.g., several versus very few valid possible break start times).
So, if you have 100 agents in one work plan that only has 4 possible and valid early break start times, then there won't be much flexibility. If however that work plan was modified to have, by variable shift start time and/or variable early break start time, say 25 possible and valid early break start times, the scheduling engine would have greater flexibility.
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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Original Message:
Sent: 01-21-2019 12:07
From: Roisin Floyd
Subject: WFM - Break optimization
Is there a way to optimize the breaks or must they be scheduled manually per employee?
#Unsure/Other
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Roisin Floyd
Wren Data Ltd.
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