Workforce Engagement Management

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  • 1.  Workplan configuration

    Posted 05-13-2022 04:28
    Dear All,

    I am very new to the WFM and have very less experience with this.

    I have started configuring the WFM and got stuck on Workplan resp. Scheduling configuration.

    Our customer has the following requirements:

    Their contact center has following shifts:
    - Mon-Fri: 8am-5pm
    - Mon-Fri: 9am-6pm
    - Sat: 8am-12pm

    The Agents works either in the "Front Office" or in the "Back Office".

    Front Office: Telephony & Admin tasks

    Telephony == On Queue
    Admin tasks == Off Queue

    Back Office == Off Queue

    Agent's Working time total: 8.2 h
    Telephony time: 5 h
    Rest of the time: working at the Back Office
    Admin work is also part of the telephony time (writing emails, etc.): 15 - 30 min

    - It may be possible that an employee works 5 hours without a break
    - If there are more employees than necessary, then allocate these employees to the back office
    - WFM should distribute shifts with different start times and activities equally to all qualified employees (skill-based).

    What I need to change on the Workplan to get this work? (Workplan screenshots added)

    Many thanks in advance for your advices!

    Best regards,


    Rajkumar Ratnarajah