I'm hoping that someone can help to guide me in the right direction.
We are having some difficulty in our work plan configuration with breaks and lunches offering variability based off of the forecast.
Our agents are scheduled into time blocks and their start time can be anything within that start time window - we have the shift variability turned on to have the system 'smooth' start times at generation and we have another configuration set to limit the start times by agent to a 30 minute variability day over day at max. The lunches and breaks are proving to be a bit of a problem however.
Here you can see the variable times available for each of the breaks/lunch, but what we are finding is that there doesn't appear to be a configurable setting for how much time there should be between each break. We have agents being generated with their 1st break in the last possible window, followed by a lunch in the first possible window, and their 2nd break in the last possible window - this is putting the first break and lunch 1.25 hrs apart, but then the next break not happening for 3.5 hours.
The above is just a mock-up, not using actuals, but provides a general idea of the concern.
If anyone knows a better way around this, it would be helpful! Thanks!
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Meaghan Coleman
Manager, Operational Support
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