Workforce Engagement Management

Hi Community. 

I am very new to WFM and I am battling to setup the workplans given to me. 

Agents work 9 hout shifts

This is for Monday to Sunday but agents only work 5 days total.

I have created each shift as a seperate workplan with Mon- Sun selected with Sat and Sun as optional. 

Created a work rotation for each shift.

When I run a schedule, agents are not getting provisioned for Saturday and Sundays.

Question:

Should I be creating seperate shifts for Mon- Fri and the seperate one for Sat-Sun?

If so, what would the constraints be for each?

Really hope that someone can help as this is driving me crazy :)

Hi @Justin Elms,

Can you provide a little more info?

So the staff work 5 shifts in a given 7 day period, and they can work ANY of the listed shifts? Do they have to work shifts in a specific order?

Or could they be given say 6am, 12pm, 12pm, OFF, OFF, 10PM, 2PM?

Regards

Wayde

Hi Community. 

I am very new to WFM and I am battling to setup the workplans given to me. 

Agents work 9 hout shifts

This is for Monday to Sunday but agents only work 5 days total.

I have created each shift as a seperate workplan with Mon- Sun selected with Sat and Sun as optional. 

Created a work rotation for each shift.

When I run a schedule, agents are not getting provisioned for Saturday and Sundays.

Question:

Should I be creating seperate shifts for Mon- Fri and the seperate one for Sat-Sun?

If so, what would the constraints be for each?

Really hope that someone can help as this is driving me crazy :)

Hi Community. 

I am very new to WFM and I am battling to setup the workplans given to me. 

Agents work 9 hout shifts

This is for Monday to Sunday but agents only work 5 days total.

I have created each shift as a seperate workplan with Mon- Sun selected with Sat and Sun as optional. 

Created a work rotation for each shift.

When I run a schedule, agents are not getting provisioned for Saturday and Sundays.

Question:

Should I be creating seperate shifts for Mon- Fri and the seperate one for Sat-Sun?

If so, what would the constraints be for each?

Really hope that someone can help as this is driving me crazy :)

If Mon, Tue, Wed, Thu, and Fri are not marked as optional then they are required days - 5 of them. If you specify a max of 5 days, then obviously an optional Sat or Sun will never be selected, because it would violate the constraints you have configured.

You basically need to have more than Sat and Sun as optional or have it so your maximum working days and maximum weekly paid time can allow an agent to be possibly scheduled on Sat/Sun.

https://help.mypurecloud.com/articles/work-plans-configuration-overview/ 

Hi Community. 

I am very new to WFM and I am battling to setup the workplans given to me. 

Agents work 9 hout shifts

This is for Monday to Sunday but agents only work 5 days total.

I have created each shift as a seperate workplan with Mon- Sun selected with Sat and Sun as optional. 

Created a work rotation for each shift.

When I run a schedule, agents are not getting provisioned for Saturday and Sundays.

Question:

Should I be creating seperate shifts for Mon- Fri and the seperate one for Sat-Sun?

If so, what would the constraints be for each?

Really hope that someone can help as this is driving me crazy :)