Workforce Engagement Management

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  • 1.  Automated Meals and breaks

    NEW MEMBER
    Posted 05-16-2022 18:56
    Edited by Jason Hywood 05-16-2022 19:15
    Hi Community,
    I have taken on the role of Workforce Planner. The previous person in the role had full time workers set up so it automatically added the agents meal and breaks. However when adding casual workers it doesn't automatically add the meal and breaks. I've tried to read up on how to change this but with no luck. Any ideas on how to change this?🙌
    Jason
    #WorkforceManagement

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    Jason Hywood
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  • 2.  RE: Automated Meals and breaks

    Posted 05-17-2022 08:00
    Hi Jason,

    Have you built and assigned work plans to the workers in question?


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    Jason Lorden
    Independent Health Association, Inc.
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  • 3.  RE: Automated Meals and breaks

    NEW MEMBER
    Posted 05-17-2022 19:39
    Edited by Jason Hywood 05-17-2022 23:40
    Hi Jason, thanks for getting in touch. Because I didn't add the casual operators into the system I am not sure if they have specific work plans other than the generic Casual worker. Is there a place I can check and modify them?
    Cheers
    Jason 


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    Jason Hywood
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  • 4.  RE: Automated Meals and breaks

    Posted 05-18-2022 08:21
    Hi Jason,

    The only way I know how to automatically add meals and breaks to a shift is for the agent to have a work plan.  You need to go into the Work Plans under Admin-Workforce Management.  Once in there, you need to go into Configuration and then Work Plans.  Hopefully the workplans are labelled in a way that you know the agent(s) assigned to them.  If not, you will have to go into each workplan and see who is assigned by click on the Agents tab across the top.  If you find they do not have workplans assigned, you will either need to assign them an existing plan or build them a new one and then assign it to them.

    Hope this helps!

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    Jason Lorden
    Independent Health Association, Inc.
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  • 5.  RE: Automated Meals and breaks

    NEW MEMBER
    Posted 05-18-2022 18:45
    Edited by Jason Hywood 05-18-2022 20:42
    Thanks for the explanation, trying to find the ADMIN section you are talking about?

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    Jason Hywood
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  • 6.  RE: Automated Meals and breaks

    GENESYS
    Posted 05-18-2022 19:05
    Edited by Cameron Smith 05-18-2022 19:08
    Hi Jason, check out this section of our documentation.

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

    Within the Admin panel, you will see Workforce Management (if you have permissions) and then subsequently workplan configuration, for an overall workflow of the Resource Management area check out our use case documentation here: https://all.docs.genesys.com/UseCases/Current/GenesysCloud/WE02

    We also offer both self learning, e-learning and classroom courses, or the assistance of a services team to spend time in helping with your configuration. Courses are available here: https://beyond.genesys.com/explore/course/genesys-cloud-cx-workforce-management
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    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
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