Workforce Engagement Management

Hello GC Community,

I'm having some difficulty with setting up a recurring activity plan and I think I may be missing something. For reference, my team generates weekly schedules individually rather than using a scheduling period or month timeframe. 

What I'm trying to accomplish: Our agents are currently scheduled for 1-hour individual training session each month. No specific times/dates; as long as it's completed by EOM. Ideally, this training time would occur once per month for each team member.

I have the plan set up with a recurrence of every 4 weeks, and a minimum time between occurrences of 3 weeks. No other settings or changes to Attendees, Service Goal Override, or Session Availability. 

Rather than spreading out team members across 4 schedules, sessions are being added for each team member on every generated schedule. I thought this may be due to only one schedule being generated for the occurrence period, but this is happening even when we have 4 published schedules and generate a new schedule after running the plan for the first time. Regardless of the recurrence, it will add sessions for each team member on each new schedule generation.

 
Any guidance on this would be much appreciated!

Eric

Hi Eric,

Well if you just generating 4 schedules each one week - it is expected from point of view.
But if you create 1st week schedule which is fall under your 4 weeks reoccurrence rules, then publish it, and after created second week schedule which is also belong to the same 4 weeks interval - to me it is sound like a defect.
Have you had customer care case created to report this behaviour?

And before you had confirmation whatever it is by design or defect - maybe it make sense to try workaround like:
a) Run 4 weeks schedule scenarios to match reoccurrence rules for your AP?
What do you think about it?
b) Or try to split that AP on 4 x AP, each to have starting date difference by one week and keep the remaining configuration same. Also split your agents between these 4 AP.

How many agents required to have this monthly meeting to occur?

Thanks,
Best Regards,

Hello GC Community,

I'm having some difficulty with setting up a recurring activity plan and I think I may be missing something. For reference, my team generates weekly schedules individually rather than using a scheduling period or month timeframe. 

What I'm trying to accomplish: Our agents are currently scheduled for 1-hour individual training session each month. No specific times/dates; as long as it's completed by EOM. Ideally, this training time would occur once per month for each team member.

I have the plan set up with a recurrence of every 4 weeks, and a minimum time between occurrences of 3 weeks. No other settings or changes to Attendees, Service Goal Override, or Session Availability. 

Rather than spreading out team members across 4 schedules, sessions are being added for each team member on every generated schedule. I thought this may be due to only one schedule being generated for the occurrence period, but this is happening even when we have 4 published schedules and generate a new schedule after running the plan for the first time. Regardless of the recurrence, it will add sessions for each team member on each new schedule generation.

 
Any guidance on this would be much appreciated!

Eric