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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Original Message:
Sent: 11-05-2021 13:45
From: Tracy Vickers
Subject: How would you......
Hi Kris,
Do you do that manually and on the day?
I like the idea :-)
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Tracy
Genesys
Original Message:
Sent: 11-05-2021 12:04
From: Kris Haken
Subject: How would you......
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
Original Message:
Sent: 11-04-2021 10:21
From: Tracy Vickers
Subject: How would you......
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.....
#Genesys Cloud CX
#Scheduling
#WorkforceManagement
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Tracy
Genesys
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