That is entirely expected given the scenario you presented.
5 days required and 2 fixed days optional where the days required have no flex in terms of min/max paid time will of course result in the 5 required days always being scheduled and the 2 fixed optional days never being scheduled. You've basically told the scheduling engine to 'spend' all of the paid time on the 5 required days. Required means 'must be scheduled on this day' and optional means 'may or may not be scheduled on this day'. Scheduling an agent on say Sat would violate the maximum paid time and maximum work days for the week as configured. The scheduling engine couldn't say schedule someone on Sat and not on Tue because you have indicated Tue is a required day.
Again:
5 days required; 2 days optional (2 choose 0) => 2!/(0!(2-0)!) = 1 work day pattern - this 1 work day pattern is what you are getting.
Want agents to have differing days off? Then you need to mark more than 2 days as optional. Three optional days will allow three patterns, four optional days, six patterns, etc.
I'd also add that even if you configure the work plan to be more flexible, Fri and Sat might not have any scheduled agents if there is no forecast need.
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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Original Message:
Sent: 03-07-2021 09:53
From: menna ibrahim
Subject: Workforce Management
Hello Jay,
thanks for your replay, can you check the attached as when I selected 2 optional days, all agent took the days off on the optional days which selected.
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menna ibrahim
IST Egypt
Original Message:
Sent: 03-04-2021 07:01
From: Jay Langsford
Subject: Workforce Management
Your scenario is possible. Basically mark which days are required (meaning they must be scheduled) and which are optional, then set min/max scheduled days per week constraint appropriately (each to 5 in the scenario you mentioned). At least two days during the week must be optional since your desire is to have two days off. Two optional days for your example would give exactly one possible work day pattern; starting at three optional days and four required would allow 3 possible work day patterns; four optional and three required would allow 6 possible work day patterns; etc.
For those into math:
n!/(r!(n-r)!)
n = number of optional days
r = how many optional days must be scheduled
5 days required; 2 days optional (2 choose 0) => 2!/(0!(2-0)!) = 1 work day pattern
4 days required; 3 days optional (3 choose 1) => 3!/(1!(3-1)!) = 3 work day patterns
3 days required; 4 days optional (4 choose 2) => 4!/(2!(4-2)!) = 6 work day patterns
2 days required; 5 days optional (5 choose 3) => 5!/(3!(5-3)!) = 10 work day patterns
1 days required; 6 days optional (6 choose 4) => 6!/(4!(6-4)!) = 15 work day patterns
0 days required; 7 days optional (7 choose 5) => 7!/(5!(7-5)!) = 21 work day patterns
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Jay Langsford
Senior Director, Workforce Optimization Engineering
Original Message:
Sent: 03-03-2021 04:32
From: menna ibrahim
Subject: Workforce Management
Hello Dears,
I have a question related to WFM cloud
in the workplans
if the contact center working 24/7
and the agent work daily 8 hours , 2 days off
that's mean in the workplan I don't need optional days as the agent will work during the 7 days
how can I set the workplan as when I set the weekly paid time 40 hour and didn't select any optional day I got waring message.
#Implementation
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menna ibrahim
IST Egypt
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