Workforce Engagement Management

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PureCloud WFM - fairness

  • 1.  PureCloud WFM - fairness

    Posted 07-14-2020 05:02

    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 van Gaalen
    KPN B.V.

  • 2.  RE: PureCloud WFM - fairness

    GCAP Member
    Posted 07-15-2020 08:52
    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.​

    Greg Barrett
    Outdoor Network, LLC

  • 3.  RE: PureCloud WFM - fairness

    Posted 07-16-2020 14:00
    Nothing really via the current tool. There is an idea that you can add votes to in Ideas Lab:

    Jay Langsford
    Senior Director, Workforce Optimization Engineering