Hi Donna,
As you can see the time off limits are set per # of agents or % of agents for a 15 minute time step.
You can set them by Site, Activity and MSA and if the agents have Rotating Patterns it can be set that the hours taken are from their rotating pattern hours in the calendar, for e.g. Agent has anRP that works 9 - 5pm and Agent B work 10 - 2pm - the time off limit in this case would be 1 person 9am - 10am and 1 from 2pm - 5pm and 2 people from 10am - 2pm.
If you don't have Rotating Patterns - you could set up Time Off Activities, that are solely used for agents to book TO, you set the Time Off Limits against these Activities, you could name them something like TO_Full Time and TO_Part Time - you would then assign these activities to the agents as applicable.
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Tracy
WFM Guru Manager
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Original Message:
Sent: 01-28-2020 08:28
From: Donna Cockrell
Subject: Time Off Limit options
On site Pure Engage WFM Version 8.5.214.14
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Donna Cockrell
Northumbrian Water
Original Message:
Sent: 01-28-2020 08:22
From: Chuck Swain
Subject: Time Off Limit options
Donna,
What WFM solution are you currently using?
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Chuck Swain
Genesys
Strategic Business Consultant
Original Message:
Sent: 01-27-2020 06:45
From: Donna Cockrell
Subject: Time Off Limit options
Hi Everyone
Is there an option to set time off limits in hours rather than agents/% of agents? Or is there any way to group agents into full time and part time groups? (we used to have this set up on NICE IEX WFM and is better suited)
Currently we have our Contact Centre set up as a site, and Teams within the site
Hoping this is possible
Thanks
Donna
#WorkforceManagement
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Donna Cockrell
Northumbrian Water
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