Workforce Engagement Management

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PureCloud WFM - fairness

  • 1.  PureCloud WFM - fairness

    Top 25 Contributor
    Posted 20 days ago

    Hi all,

    How could we work with fairness over a 4 week pattern.
    To create shifts for different people within taking account of fairness in evening and weekends shifts.

    Hope to hear from you!!
    Anouk


    #ForecastingandScheduling/Decisions

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    Anouk van Gaalen
    KPN B.V.
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  • 2.  RE: PureCloud WFM - fairness

    GCAP Member
    Posted 19 days ago
    In previous WFM systems I worked in we had 1. Preferred shift (days, start/end) plus available shifts. System would try to put in preferred. 2. Also Ranking. Where we can rank employees 1-xxxx to give priority #1 agents abilty to get preferred shifts before the new guy at priority 1023.​

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    Greg Barrett
    Outdoor Network, LLC
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  • 3.  RE: PureCloud WFM - fairness

    GENESYS
    Posted 18 days ago
    Nothing really via the current tool. There is an idea that you can add votes to in Ideas Lab: https://purecloud.ideas.aha.io/ideas/CLWFO-I-99

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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