Genesys Multicloud CX on-premises (formerly Engage on-premises)

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  • 1.  Scheduling

    Posted 04-14-2021 02:38
    Hi All,
    To follow from an idea that was raise on the clouds idea forum (  Genesys Cloud Ideas Lab) - CLWFO-I-243  Genesys Cloud Ideas Lab
    I wanted to check if any scheduling colleagues that are using Genesys Engage have been succesfull to work with Emea Local Constraints to create schedule as per a list of constraint that we could record withing Genesys for a specific market before to create schedule. So far, all my temptative have been unsuccesfull and as such maintaining old fashioned roster / 12 weeks rotating pattern - but it would be good to be using the Genesys environement to help to drive consistency and advancements.

    Below outlines the list of constraints identified:

    • Agents must not work more than 2 Saturdays per month

    • Agents must not work more than a certain number of hours per month (month always starts on the 1st)

    • Agents must not exceed a certain number of hours after 19:00 per month

    • Agents must not work more than X days per month a certain shift (e.g: late evening shift)

    • On a certain calendar month, agents must work the same shift on each calendar week (e.g: Week 1: Morning shift, Week 2: Afternoon shift, Week 3 & 4: Morning shift)

    • Agents must be granted more than X days off per week/month

    • Agents must not be granted more than X days off per week/month

    • Agent must have at least X Sunday off

    • Agent must have at least X Saturday off

    • Agent must have at least X full weekend off

    • Agent must not work more than X consecutive Sundays

    • Agent must not work more than X consecutive Saturdays


    #ArchitectureandDesign
    #GenesysEngageDev
    #Implementation
    #Unsure/Other

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    Jeremy Adam
    Scheduling Analyst
    American Express
    www.linkedin.com/in/jeremy-adam-6a9a2841
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