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  • 1.  Adding an ad-hoc activity to a schedule

    Posted 03-27-2024 20:01
    No replies, thread closed.

    Hi all,

    If we have an unpublished schedule based on an existing forecast, and then we add an ad-hoc activity to that schedule, will the engine automatically rebalance the schedule for you or would the planner have to go through and manually re-adjust? I've looked through the information on Resource Centre and while it tells me what I need to know about adding the activity, I can't find anything about whether or not doing so will affect the rest of the schedule. 

    Many thanks in advance!

    Dave 


    #Forecasting
    #Scheduling

    ------------------------------
    David Branigan
    CALLSCAN AUSTRALIA PTY. LTD.
    ------------------------------


  • 2.  RE: Adding an ad-hoc activity to a schedule

    Posted 03-28-2024 08:06
    No replies, thread closed.

    If you are adding with the 'Add Activity to Agents' dialog you can select 'Suggest Ideal Time', and the possible times would be presented in order of (scheduled staff - required staff).

    To further optimize that case or any ad hoc schedule changes, you can perform an intraday reschedule and select agents, activity codes, etc. you want to be re-optimized.

    https://help.mypurecloud.com/articles/initiate-an-intraday-reschedule/ 



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    Jay Langsford
    VP, R&D
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  • 3.  RE: Adding an ad-hoc activity to a schedule

    Posted 03-28-2024 12:30
    No replies, thread closed.

    David,

    If you are adding an activity to a schedule, using the ideal time or now, I assume the question is "does the system reoptimize breaks/meals to meet the newest shrinkage addition" and the short answer is: no, it does not. 

    The way to get the system to take in these types of changes (in addition to pulling in work plan changes) is to Reschedule at the top of the screen.  You can choose which activity codes are eligible to reschedule and whether or not to allow manually modified schedules to be rescheduled. 

    Rescheduling will have the system reoptimize any flexible activities based on your latest ad hoc addition. 



    ------------------------------
    Shelby Cronk
    C1
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  • 4.  RE: Adding an ad-hoc activity to a schedule

    Posted 03-28-2024 12:34
    No replies, thread closed.

    But remember that, if you Reschedule to optimize the Breaks and Lunches, your "Required Staff with Shrinkage" changes, so you lose the historical forecasting information. If you had updated the forecast and wanted to be able to see what the staffing was with the old forecast compared to what it is with the updated forecast, that is gone.



    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Adding an ad-hoc activity to a schedule

    Posted 04-01-2024 09:53
    No replies, thread closed.

    Does this remove any exceptions that have been added already?   We load our scheduled training for the week on Sunday, if we reschedule, would that remove all of the exceptions we loaded on Sunday?



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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    Original Message


  • 6.  RE: Adding an ad-hoc activity to a schedule

    Posted 04-01-2024 11:11
    No replies, thread closed.

    If those activities do not exist on the work plan that was used to generate the particular shifts in the first place, then we will not be able to optimize them and those shifts should be untouched. To explicitly not touch those shifts then: "To ensure that the rescheduling process does not apply to shifts that you modify manually, select the Do not reschedule manually modified shifts check box."



    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


  • 7.  RE: Adding an ad-hoc activity to a schedule

    Posted 04-01-2024 17:45
    No replies, thread closed.

    Thanks for the replies, everyone! Exactly what we needed to find out. 



    ------------------------------
    David Branigan
    CALLSCAN AUSTRALIA PTY. LTD.
    ------------------------------



  • 8.  RE: Adding an ad-hoc activity to a schedule

    Posted 05-13-2024 13:00
    No replies, thread closed.

    Hi, sorry for the little off topic, but the Genesys User Experience Research team has launched a survey aimed to schedulers (or supervisors with scheduling permissions) to gather their feedback about different aspects of the agents' schedule.

    This survey will take approximately 5-10 minutes and those eligible will automatically be entered into a sweepstakes for a chance to win one of two $75 e-gift cards.

    The survey will be collecting data until May 20th, and sweepstakes selection will be held on May 21st.

    >>> Link to the survey

    Thanks a lot,

    Olga Revilla
    UX Research Lead at Genesys



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    Olga Revilla
    Genesys - Employees
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    Original Message


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