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Does WFM rescheduling pick up work plan rotation changes?

  • 1.  Does WFM rescheduling pick up work plan rotation changes?

    Top 25 Contributor
    Posted 01-13-2021 22:00
    Hi all

    If the work plans within a rotation, or the starting week were changed, will those changes be picked up during a reschedule or will changes only be picked up in a fresh schedule generation?
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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: Does WFM rescheduling pick up work plan rotation changes?

    Top 25 Contributor
    Posted 01-20-2021 13:38
    Yes, if you make changes and you reschedule the agents of that schedule, then it will take into account the rotation when running a re-generation.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Does WFM rescheduling pick up work plan rotation changes?

    Top 25 Contributor
    Posted 01-20-2021 14:40
    Thanks Robert, that's what I expected too however it doesn't seem to be doing that so I've raised a case.

    I've built a one week schedule, and in that schedule is an Agent with a 2 week rotation pattern.  In the first build of the schedule they show as being on the "week one" workplan.  However if I go into their rotation pattern and swap the start weeks around or change the start date and then go and do a reschedule/rebuild, it is still keeping the original week one workplan in the schedule and not updating it to assign them the week 2 one.

    But if I generate a whole new schedule that does pick up the correct rotation week.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 4.  RE: Does WFM rescheduling pick up work plan rotation changes?

    Top 25 Contributor
    Posted 01-20-2021 14:47
    Please report as a bug.  It should pickup the original rotation assigned to the schedule.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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