I think I may be missing some sort of config setting. My associates get 30 minutes of non-ACD work each day to do follow-up tasks, calling back customers etc.
I built this time into the shift definitions and I set it to occur anytime between 0 hours into the shift and 8 hours into the shift (8 hour shift with 30 minute lunch should be 8.5 total hours, so 8 hours into the shift would be the last 30 minutes of the shift). But I have run shifts a few times and found something VERY disturbing. I only have a handful of associates that work until close (6:00 PM), and Optimizer scheduled ALL of them for non-ACD from 5:30 PM to 6:00 PM, so it scheduled ZERO coverage for 30 minutes. I understand that mathematically, that is the interval with the lowest volume and coming in at 0% SL for that half hour would have minimal impact on the day, I can't completely burn an interval like that. Customers and leadership would be livid.
I have worked with other WFM platforms, and I seem to remember a setting so that I could adjust minimum and maximum coverage when generating schedules. The one I'm thinking of was in percents, so I require the software to schedule at least 10% or 20% of the required staff. I don't see this setting in Optimizer. I understand a workaround is to simply reduce the available hours that it can be scheduled, but that would prevent Optimizer from ever scheduling this activity from 5:30 PM to 6:00 PM. I'm ok with SOME being scheduled during that time ,but not my entire staff!
#WEM/Optimizer------------------------------
Kenn Lambing
OHIO HEALTH
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