Genesys Cloud - Main

Hello,

Im trying to understand why Genesys does not adjust our breaks around the forecast.
I have set the breaks in the workplan to be flexible, see screenshot below. the break in question can start anytime from 2.45pm. But in the schedule, even after a re-optimizing, the break stays at 3pm, when the headcount is negative. 

Does anyone know why it is not moving it to the better time of 2.45pm?

Many thanks for any help!

Nicola

This would be better in the WEM Community, but there are many factors that could cause this - especially the constraints you have on the daily or on that activity.  Things like minimum on-queue time can also affect it.  We might need to see the work plan in detail for those things to be sure.  Copy this over to the WEM side:  Workforce Engagement Management - Genesys.  @Tracy Vickers, here is one up your alley

Hello,

Im trying to understand why Genesys does not adjust our breaks around the forecast.
I have set the breaks in the workplan to be flexible, see screenshot below. the break in question can start anytime from 2.45pm. But in the schedule, even after a re-optimizing, the break stays at 3pm, when the headcount is negative. 

Does anyone know why it is not moving it to the better time of 2.45pm?

Many thanks for any help!

Nicola

Hi @Robert Wakefield-Carl, @Nicola Cooksley

Thanks for pointing this out to me and yes a great question for the WEM Community

Nicola, I look after the WEM Community and I have sent you an invite to come and join us where you can ask and check out all things WEM, please join and post your question there (or I can post this one for you), I will reach out to our SMEs to try to find the answer for you

This would be better in the WEM Community, but there are many factors that could cause this - especially the constraints you have on the daily or on that activity.  Things like minimum on-queue time can also affect it.  We might need to see the work plan in detail for those things to be sure.  Copy this over to the WEM side:  Workforce Engagement Management - Genesys.  @Tracy Vickers, here is one up your alley

Hello,

Im trying to understand why Genesys does not adjust our breaks around the forecast.
I have set the breaks in the workplan to be flexible, see screenshot below. the break in question can start anytime from 2.45pm. But in the schedule, even after a re-optimizing, the break stays at 3pm, when the headcount is negative. 

Does anyone know why it is not moving it to the better time of 2.45pm?

Many thanks for any help!

Nicola