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Ability to have two separate schedules for a single agent

  • 1.  Ability to have two separate schedules for a single agent

    Posted 01-05-2024 10:06

    Good Morning WEM Community!

    I am hoping someone can help me solve a huge pain point. We currently have our agents in a single queue for their regular standard schedules. This schedule is obviously visible within Genesys browser/app and also on the Tempo app for mobile device.

    We also have a standby on call schedule- which is very different than their work plans. This schedule is currently housed in a separate Microsoft list which they have to access from Microsoft teams. This is problematic because it's a completely different area and out of site out of mind. My question is, is there a way to have two completely different schedules without a 'correlating status' for adherence (they don't sign on unless needed) and if so can it be seen all in the same area? If it can be seen in the same area for the agent, how do they know which schedule is which? 

    Some examples of the call schedule is:

    Jan 7-13th 6pm-12am

    Jan 7-13th 12am-6am

    Jan 13-14th 6am-12pm

    Jan 13-14th 12pm-6am


    #Workforce Management
    #ScheduleManagement

    ------------------------------
    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse, LLC
    clindquist@companynurse.com
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  • 2.  RE: Ability to have two separate schedules for a single agent

    Posted 01-05-2024 15:49

    Hi Cherri,

    This is a particular situation. The system doesn't accept a second schedule on the same date start/end, then it is necessary to create a one-only schedule.

    You can test to use the work plan with work time and standby time. You can separate standby time behind the custom state.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------

    Original Message


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