A place to ask questions, connect with others, and stay in the know
First, you have not missed a configuration setting in Optimizer that allows you to set a minimum coverage setting. Second, without diving deeper into your forecast, schedule and resulting coverage it is somewhat difficult to diagnose what Optimizer has done. In scenario you highlight it is certainly a possibility that Optimizer is making the decision to stack the activity to preserve the overall performance. Due to the fact there could be many drivers, there are several things to evaluate and potentially a number of methods to remedy. Perhaps the simplest is to adjust the activity in the shift definition to eliminate the ability for Optimizer to place the activity at the end of the shift. The logic here is it often the end of the shift when resources are waning, handle times are creeping up as is agent shrinkage, due to end of shift wrap up and agent fatigue. Driving the off-phone activity to periods of the day when a larger pool of resources exist will discourage Optimizer from "burning an interval". There are some other potential solutions that might make sense to try, but without greater understanding of your center and WFM practice it is difficult to pinpoint.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.