Workforce Engagement Management

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  • 1.  Agent Availability

    Posted 03-27-2020 03:58
    Edited by Tracy Vickers 04-21-2021 09:18
    No replies, thread closed.
    Hi all,

    In our organisation, we allow agents to give us their availability per week. They have to give us 25% more than their max. weekly paid hours.
    Since agent availability is not a feature in pruecloud I am using Time-Off to achieve this.
    However, in quite a lot of cases, Time-Off is not in the schedule right away but needs to be added through the Time-Off differences pane.
    This leaves me with a lot of work, moving shifts so each agent get at least their minimum weelky paid hours within their given availability.

    How do you all handle availability in your organisation?
    I am looking for usefull tips and trics to work with availability for the time being. Hopefully this will be added soon to PureCloud.

    Regards,
    Arjan de Wit,
    The Neterlands
    #WorkforceManagement, #purecloud, #WFM, #availability 

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    Arjan De Wit
    KPN B.V.
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