Where you guys have manually made changes to a shfit, ie added time-off, inserted new activities after the schedule is published, what is your process for reoptimizing breaks and shifts at that point? The reschedule option from what I read is more geared at being used if something is modified in the short term forecast.
So for example if you add time-off for someone who's called in sick, do you have to manually go through that day for other agents adjusting their break/meal activities then save and republish? Seems like that would cause a re-shift of people at very short notice which isn't ideal or acceptable. Or, if I'm following things right, when you do the reschedule you simply uncheck the on-queue/off-queue activities and only select the break type activities as well as selecting all the agents you want to adjust to account for the "missing" agent for that day?
I thought I came across a comment from a few years ago saying there were features being added to take care of re-optimization, but admittedly I don't find it.
Initiate an intraday reschedule - Genesys Cloud Resource CenterYou can perform an automated intraday rescheduling operation to incorporate manual changes made to the short-term forecast associated with the schedule. This option reoptimizes the shift start and length times, and the activity start times.In this case I'm not changing the short-term forecast at all.
Notes:
- The system only reschedules existing shifts. If an agent was not part of the shift's work plan when the schedule was originally created, then the agent is eligible for rescheduling
If an agent was not part of a work plan, how can they be eligible for rescheduling? I'd have thought they wouldn't have been scheduled to begin with in the first publish. Or is this sentence related to an agent who is moved to a different work-plan after the schedule is published?
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Vaun McCarthy
NTT New Zealand Limited
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