There is an idea that says it has been delivered but I am having difficulty understanding how to implement:

https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-39

We are looking to create "open" shifts for agents to have the ability to pick them up. We have agents that are not assigned a workplan / shift for the week, but pick up 40 hours based on open shifts that are published with each schedule. These open shifts dates / times / limits are pre-determined, not something we want the system to assign. In the alternate shifts it is not giving us enough shifts for our agents to get to 40 hours. Is there a way to manually create say 10 "open" shifts on Monday from 8a-430p so that any agent can pick it up re the idea? 
We do not want to go through the process of creating "dummy" users / schedules just so the shifts can be dropped as this would cause us lots of additional time spent dropping all shift and it would also require additional licenses for the dummy users

Hi Patti, 

it isn't currently possible to generate an "agentless shift" for pick up/allocation within Genesys Cloud Workforce Management.

The best solution that we have for this scenario is Work Plan Bidding. this will enable you to:

• Select your forecast
• Group employees by type, full-time, part-time, sales, service ... 
• Select the Work Plans for which they are eligible to work.

The system will then evaluate which combination of Work Plans offers the best coverage for your forecast and how many of each Work Plan is needed.

These can then be offered to the employee to bid on and rank their preferred Work Plan, based on the employee performance/seniority rank the system will then allocate the Work Plans.

More information can be found in the help centre:

add new work plan bid

Another idea that might be of interest is:
Agent Provided Availability in Scheduling

Paul

There is an idea that says it has been delivered but I am having difficulty understanding how to implement:

https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-39

We are looking to create "open" shifts for agents to have the ability to pick them up. We have agents that are not assigned a workplan / shift for the week, but pick up 40 hours based on open shifts that are published with each schedule. These open shifts dates / times / limits are pre-determined, not something we want the system to assign. In the alternate shifts it is not giving us enough shifts for our agents to get to 40 hours. Is there a way to manually create say 10 "open" shifts on Monday from 8a-430p so that any agent can pick it up re the idea? 
We do not want to go through the process of creating "dummy" users / schedules just so the shifts can be dropped as this would cause us lots of additional time spent dropping all shift and it would also require additional licenses for the dummy users

Thanks Paul.

With the work plan, this becomes the week worth of work and not an individual day. Agents are allowed to bid on the individual days and not a week.

The availability still requires a work plan as well and bidding prior to the schedule. For these agents, they are continuously picking up shifts throughout the month, they are not required to have them set prior to the start month. The need is for something more dynamic as the month goes on for "open" shifts to be picked up. 
The original idea delivered talked about shifts, is there anything on the horizon then for manual entered agent shifts versus system? All the other ideas are around work plans and not shifts.
Thanks!

Hi Patti, 

it isn't currently possible to generate an "agentless shift" for pick up/allocation within Genesys Cloud Workforce Management.

The best solution that we have for this scenario is Work Plan Bidding. this will enable you to:

• Select your forecast
• Group employees by type, full-time, part-time, sales, service ... 
• Select the Work Plans for which they are eligible to work.

The system will then evaluate which combination of Work Plans offers the best coverage for your forecast and how many of each Work Plan is needed.

These can then be offered to the employee to bid on and rank their preferred Work Plan, based on the employee performance/seniority rank the system will then allocate the Work Plans.

More information can be found in the help centre:

add new work plan bid

Another idea that might be of interest is:
Agent Provided Availability in Scheduling

Paul

There is an idea that says it has been delivered but I am having difficulty understanding how to implement:

https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-39

We are looking to create "open" shifts for agents to have the ability to pick them up. We have agents that are not assigned a workplan / shift for the week, but pick up 40 hours based on open shifts that are published with each schedule. These open shifts dates / times / limits are pre-determined, not something we want the system to assign. In the alternate shifts it is not giving us enough shifts for our agents to get to 40 hours. Is there a way to manually create say 10 "open" shifts on Monday from 8a-430p so that any agent can pick it up re the idea? 
We do not want to go through the process of creating "dummy" users / schedules just so the shifts can be dropped as this would cause us lots of additional time spent dropping all shift and it would also require additional licenses for the dummy users

thanks for the additional feedback 🙂

This reflects a conversation I was having with my colleague @Andy Boland today, sadly we don't have any details or dates to share at the moment but it would be great to get your feedback on the Overtime/Extra shifts element of the idea::

Allow agents to sign up for Overtime and Voluntary Time Off Opportunities

Thanks Paul.

With the work plan, this becomes the week worth of work and not an individual day. Agents are allowed to bid on the individual days and not a week.

The availability still requires a work plan as well and bidding prior to the schedule. For these agents, they are continuously picking up shifts throughout the month, they are not required to have them set prior to the start month. The need is for something more dynamic as the month goes on for "open" shifts to be picked up. 
The original idea delivered talked about shifts, is there anything on the horizon then for manual entered agent shifts versus system? All the other ideas are around work plans and not shifts.
Thanks!

Hi Patti, 

it isn't currently possible to generate an "agentless shift" for pick up/allocation within Genesys Cloud Workforce Management.

The best solution that we have for this scenario is Work Plan Bidding. this will enable you to:

• Select your forecast
• Group employees by type, full-time, part-time, sales, service ... 
• Select the Work Plans for which they are eligible to work.

The system will then evaluate which combination of Work Plans offers the best coverage for your forecast and how many of each Work Plan is needed.

These can then be offered to the employee to bid on and rank their preferred Work Plan, based on the employee performance/seniority rank the system will then allocate the Work Plans.

More information can be found in the help centre:

add new work plan bid

Another idea that might be of interest is:
Agent Provided Availability in Scheduling

Paul

There is an idea that says it has been delivered but I am having difficulty understanding how to implement:

https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-39

We are looking to create "open" shifts for agents to have the ability to pick them up. We have agents that are not assigned a workplan / shift for the week, but pick up 40 hours based on open shifts that are published with each schedule. These open shifts dates / times / limits are pre-determined, not something we want the system to assign. In the alternate shifts it is not giving us enough shifts for our agents to get to 40 hours. Is there a way to manually create say 10 "open" shifts on Monday from 8a-430p so that any agent can pick it up re the idea? 
We do not want to go through the process of creating "dummy" users / schedules just so the shifts can be dropped as this would cause us lots of additional time spent dropping all shift and it would also require additional licenses for the dummy users

Thanks Paul and hello Patti

Yes, I think our thinking around Overtime would cover the use case you've mentions above, at least in part.

Please let me know if you'd like to sync to talk through your use case, it would really help

Thanks

thanks for the additional feedback 🙂

This reflects a conversation I was having with my colleague @Andy Boland today, sadly we don't have any details or dates to share at the moment but it would be great to get your feedback on the Overtime/Extra shifts element of the idea::

Allow agents to sign up for Overtime and Voluntary Time Off Opportunities

Thanks Paul.

With the work plan, this becomes the week worth of work and not an individual day. Agents are allowed to bid on the individual days and not a week.

The availability still requires a work plan as well and bidding prior to the schedule. For these agents, they are continuously picking up shifts throughout the month, they are not required to have them set prior to the start month. The need is for something more dynamic as the month goes on for "open" shifts to be picked up. 
The original idea delivered talked about shifts, is there anything on the horizon then for manual entered agent shifts versus system? All the other ideas are around work plans and not shifts.
Thanks!

Hi Patti, 

it isn't currently possible to generate an "agentless shift" for pick up/allocation within Genesys Cloud Workforce Management.

The best solution that we have for this scenario is Work Plan Bidding. this will enable you to:

• Select your forecast
• Group employees by type, full-time, part-time, sales, service ... 
• Select the Work Plans for which they are eligible to work.

The system will then evaluate which combination of Work Plans offers the best coverage for your forecast and how many of each Work Plan is needed.

These can then be offered to the employee to bid on and rank their preferred Work Plan, based on the employee performance/seniority rank the system will then allocate the Work Plans.

More information can be found in the help centre:

add new work plan bid

Another idea that might be of interest is:
Agent Provided Availability in Scheduling

Paul

There is an idea that says it has been delivered but I am having difficulty understanding how to implement:

https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-39

We are looking to create "open" shifts for agents to have the ability to pick them up. We have agents that are not assigned a workplan / shift for the week, but pick up 40 hours based on open shifts that are published with each schedule. These open shifts dates / times / limits are pre-determined, not something we want the system to assign. In the alternate shifts it is not giving us enough shifts for our agents to get to 40 hours. Is there a way to manually create say 10 "open" shifts on Monday from 8a-430p so that any agent can pick it up re the idea? 
We do not want to go through the process of creating "dummy" users / schedules just so the shifts can be dropped as this would cause us lots of additional time spent dropping all shift and it would also require additional licenses for the dummy users