Hi all,

I have been in the role of WFM for a little under a year now, so apologies if the answer is obvious or has been asked before.

One pain point that I am experiencing is in our organisation, we have staff that are on flexible shifts and not a regular work plan. 

We have weekly coaching sessions that for our permanent staff, are booked in regularly in their workplan, thus making it at the same time every week.

However with the agents that are manually assigned shifts, I manually assign a coaching session for the agent and then I also add a coaching session to the "coach" with a description added naming the agent that they are to coach at that time.

Where the pain point is, is that any time that the roster is updated/rescheduled (say I need to adjust the forecast and then update the roster), all descriptions are lost.

The "Coach" can see that they have a session booked with an agent, but unable to determine who it is with, without great difficulty (viewing the full roster and seeing which agent has a coaching session at that same time)

Same as if a Meeting is booked and a description is added to say what the meeting is about, or where/with who... after rescheduling the roster, the description is lost resulting in confusion for the agent.

Is there something that I am missing, or a better workaround?

Thanks in advance

Hi Adam,

apologies for the delay. 

I have been liaising with the development team and we have discovered there is a bug in how the Schedule Admin screen handles the reschedule data. This results in the original Activity Code comment/description being missed when writing manually edited Activity Codes back to the schedule view.

We have raised a ticket for this and will let you know when a fix has been released.

Apologies for the inconvenience, 

Paul

Hi all,

I have been in the role of WFM for a little under a year now, so apologies if the answer is obvious or has been asked before.

One pain point that I am experiencing is in our organisation, we have staff that are on flexible shifts and not a regular work plan. 

We have weekly coaching sessions that for our permanent staff, are booked in regularly in their workplan, thus making it at the same time every week.

However with the agents that are manually assigned shifts, I manually assign a coaching session for the agent and then I also add a coaching session to the "coach" with a description added naming the agent that they are to coach at that time.

Where the pain point is, is that any time that the roster is updated/rescheduled (say I need to adjust the forecast and then update the roster), all descriptions are lost.

The "Coach" can see that they have a session booked with an agent, but unable to determine who it is with, without great difficulty (viewing the full roster and seeing which agent has a coaching session at that same time)

Same as if a Meeting is booked and a description is added to say what the meeting is about, or where/with who... after rescheduling the roster, the description is lost resulting in confusion for the agent.

Is there something that I am missing, or a better workaround?

Thanks in advance

@Paul Wood - Thank you for your response and for working on a fix.

Hi Adam,

apologies for the delay. 

I have been liaising with the development team and we have discovered there is a bug in how the Schedule Admin screen handles the reschedule data. This results in the original Activity Code comment/description being missed when writing manually edited Activity Codes back to the schedule view.

We have raised a ticket for this and will let you know when a fix has been released.

Apologies for the inconvenience, 

Paul

Hi all,

I have been in the role of WFM for a little under a year now, so apologies if the answer is obvious or has been asked before.

One pain point that I am experiencing is in our organisation, we have staff that are on flexible shifts and not a regular work plan. 

We have weekly coaching sessions that for our permanent staff, are booked in regularly in their workplan, thus making it at the same time every week.

However with the agents that are manually assigned shifts, I manually assign a coaching session for the agent and then I also add a coaching session to the "coach" with a description added naming the agent that they are to coach at that time.

Where the pain point is, is that any time that the roster is updated/rescheduled (say I need to adjust the forecast and then update the roster), all descriptions are lost.

The "Coach" can see that they have a session booked with an agent, but unable to determine who it is with, without great difficulty (viewing the full roster and seeing which agent has a coaching session at that same time)

Same as if a Meeting is booked and a description is added to say what the meeting is about, or where/with who... after rescheduling the roster, the description is lost resulting in confusion for the agent.

Is there something that I am missing, or a better workaround?

Thanks in advance

Hi Adam, 

I believe the fix for this has now been rolled out to the production regions.

@Paul Wood - Thank you for your response and for working on a fix.

Hi Adam,

apologies for the delay. 

I have been liaising with the development team and we have discovered there is a bug in how the Schedule Admin screen handles the reschedule data. This results in the original Activity Code comment/description being missed when writing manually edited Activity Codes back to the schedule view.

We have raised a ticket for this and will let you know when a fix has been released.

Apologies for the inconvenience, 

Paul

Hi all,

I have been in the role of WFM for a little under a year now, so apologies if the answer is obvious or has been asked before.

One pain point that I am experiencing is in our organisation, we have staff that are on flexible shifts and not a regular work plan. 

We have weekly coaching sessions that for our permanent staff, are booked in regularly in their workplan, thus making it at the same time every week.

However with the agents that are manually assigned shifts, I manually assign a coaching session for the agent and then I also add a coaching session to the "coach" with a description added naming the agent that they are to coach at that time.

Where the pain point is, is that any time that the roster is updated/rescheduled (say I need to adjust the forecast and then update the roster), all descriptions are lost.

The "Coach" can see that they have a session booked with an agent, but unable to determine who it is with, without great difficulty (viewing the full roster and seeing which agent has a coaching session at that same time)

Same as if a Meeting is booked and a description is added to say what the meeting is about, or where/with who... after rescheduling the roster, the description is lost resulting in confusion for the agent.

Is there something that I am missing, or a better workaround?

Thanks in advance