A place to ask questions, connect with others, and stay in the know
Hi Mohannad - The Earliest & Latest shift start fields are useful only if you give your agents a dynamic shift that is set by Optimizer. If your staff is given a fixed shift start time that is the same everyday, you would set both the earliest/latest to the same start time and ensure you have the min/max paid hours fields aligned accordingly.If your center uses agent preferences and/or allows for variable shift start times, you would constrain the times that the agent shift could start with the earliest/latest shift start fields.
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.