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Optimizer - Add agents to schedule after published

  • 1.  Optimizer - Add agents to schedule after published

    Posted 08-30-2019 08:48
    Is it possible to add new agents to a schedule and have the system automatically apply their shift and appropriate flexible breaks once the schedule has been generated against the forecast?     I added the agents but it shows then as 0.00 paid hours day/week?
    #Ask Me Anything (AMA)
    #SystemAdministration

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    Christine Serapiglia
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  • 2.  RE: Optimizer - Add agents to schedule after published

    Posted 08-30-2019 09:03
    follow up question --   if when adding new agents to a schedule, manually assigning ACD hours, is there a way for the system regenerate flexible breaks for the entire SU based on these new additions?
    Thanks!

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    Christine Serapiglia
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  • 3.  RE: Optimizer - Add agents to schedule after published

    GCAP Member
    Posted 09-23-2019 15:10
    During training, I was told that Optimizer will NOT re-optimize breaks/lunches once schedules have been created. The only way to have it do that, would be to assign your new agents to a shift definition and then RE-create schedules. In doing so, anything that has been updated on live schedules will be overwritten with shift definitions again...​

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    Kenn Lambing
    OHIO HEALTH
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  • 4.  RE: Optimizer - Add agents to schedule after published

    GENESYS
    Posted 09-19-2019 12:58

    Hey Christine,

    We talk about Shift Rotations in the first episode of the PureConnect Q&A Show. Not sure if the information shared directly applies to your question, but it may give you some ideas. Check out the episode here.

    Cheers,

    Matt



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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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