Workforce Engagement Management

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  • 1.  How would you......

    GENESYS
    Posted 11-04-2021 10:21
    Edited by Tracy Vickers 11-09-2021 12:39
    Hi Community Members,

    Here is a question that has been asked a lot during my time at Genesys:

    How do you schedule Split Shifts in Genesys Cloud WFM?

    How do you dot it in your contact centre? Any ideas?

    Lets start discussing and find a solution.....
    #GenesysCloudCX
    #Scheduling
    #WorkforceManagement

    ------------------------------
    Tracy
    Genesys
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  • 2.  RE: How would you......

    Posted 11-05-2021 11:05
    Hi Tracy,

    This brought to mind another thread that I replied to:

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=934ce1e1-8ee7-46c3-8ffe-27d6c5fa111e&CommunityKey=f6e20f73-2c94-4b44-be95-118216aafb4f&tab=digestviewer#bm934ce1e1-8ee7-46c3-8ffe-27d6c5fa111e

    Genesys does not allow you to have more than one shift scheduled in the same day. We created a time off activity called "Unpaid Time off" which is inserted into the middle of a shift for that time period that the agent is not working. This has been working well for us so far. Jay Langsford suggested that rather than using a time off code we use an "Unavailable" activity code which would also work.

    Regards

    Paul

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    Paul Soulodre
    Alberta Motor Association
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  • 3.  RE: How would you......

    GENESYS
    Posted 11-05-2021 13:45
    Thanks, Paul - yes this is the way I tested and agree with.

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    Tracy
    Genesys
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  • 4.  RE: How would you......

    Posted 11-05-2021 12:05

    I have an agent who works a split shift, 8-12 then 5-9. What I do is just use the "Unavailable" status for the 12-5 area. Works fine! 

    Thanks,
    Kris Haken



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    Kris Haken
    WorkForce Management Analyst
    Right Networks
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  • 5.  RE: How would you......

    GENESYS
    Posted 11-05-2021 13:46
    Hi Kris,

    Do you do that manually and on the day?

    I like the idea :-)

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    Tracy
    Genesys
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  • 6.  RE: How would you......

    Posted 11-05-2021 13:54

     No of course not! That would be alot. You can just make a work plan for them. In the work plan section of WFM, you can click Add, then select the days they work, then put in the statuses they would have, like on queue for 8-12, unavailable for 12-5, then on queue for 5-9, with breaks in between (shown in image below). Then assign whatever agents need that split shift in the agents tab (top left of image below), and every time you create a new schedule, it will do it for you! I personally make very few manual edits, and all schedules/shifts are just auto created for each agent when I create the schedule because they are all assigned a work plan. Make sure to save the work plan in the top right, or else youll have to redo it again after backing out of the section!

     



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    Kris Haken
    WorkForce Management Analyst
    Right Networks
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  • 7.  RE: How would you......

    GENESYS
    Posted 11-05-2021 14:00
    I thought not :-) and thank you for explaining in more detail.

    Thanks Kris - have a great weekend.

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    Tracy
    Genesys
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  • 8.  RE: How would you......

    GENESYS
    Posted 11-09-2021 06:07
    Thank you  @Paul Soulodre and @Kris Haken for your responses, they were very helpful :-)​​​

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    Tracy
    Genesys
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  • 9.  RE: How would you......

    Posted 11-10-2021 11:46
    Hi Tracy,
    When we do split shift schedules,we utilize the unavailable activity between the two schedule shifts.By using this activity code it will only show the amount on on Queue time for that day.

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    Jeff Ragsdale
    Outdoor Network LLC
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  • 10.  RE: How would you......

    GENESYS
    Posted 11-11-2021 08:34
    Thanks for sharing @Jeff Ragsdale - its alsways great to hear of the ways people use the system so we can share with others.​

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    Tracy
    Genesys
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  • 11.  RE: How would you......

    Posted 11-11-2021 12:15
    Happy to help!

    Regards,

    Jeff Ragsdale | Customer Service Supervisor
    Outdoor Network
    229-299-9559 

    Partzilla.com Boats.net Firedog.com
    How am I doing? Email my supervisor: supervisor@outdoornetwork.com/">supervisor@outdoornetwork.com
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