Workforce Engagement Management

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 Nicola,

What are the settings you have for the break?

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

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

#Workforce Management
#Forecasting
#ScheduleManagement

------------------------------
Nicola Cooksley
Mountain Warehouse
------------------------------

Visually 'hand' optimizing could neglect to take into account the fact specific load and agent capabilities are not 1:1 and completely homogenous (e.g., you have exactly one type of load and every agent is capable of handling that type of load). If you have multiple planning groups and multiple agent capability sets/groups, then determining what is optimal would need to take into account impact of the first, second, third, fourth, etc. order depending on how complex or fractured load and resources are (e.g., changing the break for an agent may affect not just one planning group but several).

Changing the break time to one of the other highlighted slots may have a bigger negative impact in terms of predicted performance (SL, AHA, ABD) in total for all impacted planning groups.

You mentioned re-optimization so if rescheduling is in play, then there would be another set of things to know (is the agent and the breaks selected for reschedule, did you choose to not re-optimize manually edited shifts and the shift in question had been manually changed at some point after initial generation, ...).

There are also other constraints that may be negating some of the potential break start times. E.g., minimum and maximum contiguous time

If nothing is obvious, then I would recommend opening a support ticket so proper investigation can occur.

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

Original Message:
Sent: 01-04-2024 07:21
From: Nicola Cooksley
Subject: Break Optimization / optimisation around the Forecast

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

#Workforce Management
#Forecasting
#ScheduleManagement

------------------------------
Nicola Cooksley
Mountain Warehouse
------------------------------

@Jay Langsford is it also true that Genesys will not move an activity in a negative interval when we are forecasted to meet the daily SLA goal? As in, the goal will be met even with the negative interval so it does not look to optimize?  

Visually 'hand' optimizing could neglect to take into account the fact specific load and agent capabilities are not 1:1 and completely homogenous (e.g., you have exactly one type of load and every agent is capable of handling that type of load). If you have multiple planning groups and multiple agent capability sets/groups, then determining what is optimal would need to take into account impact of the first, second, third, fourth, etc. order depending on how complex or fractured load and resources are (e.g., changing the break for an agent may affect not just one planning group but several).

Changing the break time to one of the other highlighted slots may have a bigger negative impact in terms of predicted performance (SL, AHA, ABD) in total for all impacted planning groups.

You mentioned re-optimization so if rescheduling is in play, then there would be another set of things to know (is the agent and the breaks selected for reschedule, did you choose to not re-optimize manually edited shifts and the shift in question had been manually changed at some point after initial generation, ...).

There are also other constraints that may be negating some of the potential break start times. E.g., minimum and maximum contiguous time

If nothing is obvious, then I would recommend opening a support ticket so proper investigation can occur.

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

Original Message:
Sent: 01-04-2024 07:21
From: Nicola Cooksley
Subject: Break Optimization / optimisation around the Forecast

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

#Workforce Management
#Forecasting
#ScheduleManagement

------------------------------
Nicola Cooksley
Mountain Warehouse
------------------------------

Optimization tries to meet the service goal at every interval and not at a less granular period; for example, a day or week. The optimization also has to optimize across all planning groups, intervals, days, and weeks in the schedule period within constraints configured, forecast, and agent capabilities.

@Jay Langsford is it also true that Genesys will not move an activity in a negative interval when we are forecasted to meet the daily SLA goal? As in, the goal will be met even with the negative interval so it does not look to optimize?  

Visually 'hand' optimizing could neglect to take into account the fact specific load and agent capabilities are not 1:1 and completely homogenous (e.g., you have exactly one type of load and every agent is capable of handling that type of load). If you have multiple planning groups and multiple agent capability sets/groups, then determining what is optimal would need to take into account impact of the first, second, third, fourth, etc. order depending on how complex or fractured load and resources are (e.g., changing the break for an agent may affect not just one planning group but several).

Changing the break time to one of the other highlighted slots may have a bigger negative impact in terms of predicted performance (SL, AHA, ABD) in total for all impacted planning groups.

You mentioned re-optimization so if rescheduling is in play, then there would be another set of things to know (is the agent and the breaks selected for reschedule, did you choose to not re-optimize manually edited shifts and the shift in question had been manually changed at some point after initial generation, ...).

There are also other constraints that may be negating some of the potential break start times. E.g., minimum and maximum contiguous time

If nothing is obvious, then I would recommend opening a support ticket so proper investigation can occur.

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

Original Message:
Sent: 01-04-2024 07:21
From: Nicola Cooksley
Subject: Break Optimization / optimisation around the Forecast

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

#Workforce Management
#Forecasting
#ScheduleManagement

------------------------------
Nicola Cooksley
Mountain Warehouse
------------------------------