after the holiday season, it would be good to arrange some time with you to better understand the rules and process that you are currently working on so that we can best advise how this might be replicated.
From what you have said so far there is no easy way to change a rotation every month. As Work Plan Rotations have an effective from date you could configure these ahead of time, but the process is the same.
We are currently researching schedule fairness, this is looking at how we can add constraints to the Work Plan or Scheduler engine to ensure a fair distribution of hours and start times over the schedule period.
If the changes are based on Employee preferences we are working on a Work Plan bidding process but this only allows for a standard 1 week Work Plan to be bid on/allocated. it sounds from your example that you need to manage the short-week allocation, which wouldn't fit with the bidding process.
If you haven't already, it might be worth looking through the Ideas in the Knowledge Network to see if anyone has suggested a similar enhancement. By voting on similar ideas, commenting or creating your own it will help us prioritise future development.
Original Message:
Sent: 12-15-2023 12:50
From: Breno Canyggia Ferreira Marreco
Subject: Complex Rules Scheduling
Hi Paul,
Does this mean that each month employees work a different rotation? Exactly.
For the solution, I created a different per-month new rotation same as your example, but the team have a lot of work to configure users and start different rotation every month. The Team Would like an automatic user distribution.
Att,
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Breno Canyggia Ferreira Marreco
Original Message:
Sent: 12-15-2023 11:05
From: Paul Wood
Subject: Complex Rules Scheduling
Hi Breno,
would you be able to expand on your comment:
"I need to select Agents to start the work plan... This is the manual solution because every month I need to change Starting Work Plan users, because every time they are using the same sequence workplan (for different per month rotations). I Would like this action to automatically reduce the work human team."
Does this mean that each month employees work a different rotation?
November I might work:
- 6-day week
- 6-day week
- 5-day week
- 6-day week
In December I will work:
- 6-day week
- 6-day week
- 6-day week
- 5-day week
Paul
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Paul Wood
Product Manager for Genesys Cloud Workforce Management
Original Message:
Sent: 12-14-2023 15:12
From: Breno Canyggia Ferreira Marreco
Subject: Complex Rules Scheduling
Hi Shelby,
First, thank you for your attention/help!
Nope, When users work Monday at Friday They work 31h30, and the maximum Hours is 38h when work Monday at Saturday or Monday at Friday + Sunday (6 days per week);
I tested your recommendation and the result was not so good for me.
When I generated the Schedule the distribution was fixed between Saturday and Sunday one person didn't receive the schedule on Saturday and Sunday.
I needed the user to work 3 weeks on 6 days and 1 week on 5 days.
I created 4 work plans and active Rotation, but in rotation, I need to select Agents to start the work plan... This is the manual solution because every month I need to change Starting Work Plan users, because every time they are using the same sequence workplan (for different per month rotations). I Would like this action to automatically reduce the work human team.
Work Plan Rotations;
Att
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Breno Canyggia Ferreira Marreco
Original Message:
Sent: 12-12-2023 17:30
From: Shelby Cronk
Subject: Complex Rules Scheduling
Hi Breno, do they have a 40 hour work week? or some weekly paid time off constraint?
Have you tried the following work plan set-up?
- Weekly paid time constraint
- Min and Max days per week to 6 (weekly constraints)
- Make Saturday/Sunday Optional (system would decide based on constraints and volume which day they can have off)
- Set a "general constraint" as Maximum Consecutive Scheduled Days also to 6+
- If they work a 40 hour week, then you would need to provide alternative (less than 8 hour) shifts for All days; my example below doesn't have a weekly paid time constraint.
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Shelby Cronk
C1
Original Message:
Sent: 12-12-2023 14:53
From: Breno Canyggia Ferreira Marreco
Subject: Complex Rules Scheduling
Hello,
I'm helping a customer migrate to Genesys Cloud Wfm, today she uses other Wfm.
This customer have a situation and I can't find any solution.
1) The Contact Center works Every Day the week (Monday to Sunday);
2) All users need to have a day off for a week - Saturday or Sunday (between this days only);
3) All users need to work on Monday to Friday.
4) Nobody (users) can't work more than 6 days in a row - This situation caused All users to need to have 1 weekend the month with 2 days off - for example: saturday AND sunday, that is double day off.
I see that for distributing days off between saturday or sunday I guess I can use Work Plan Rotation, but for the double day off automatic,I can't see anything that run automatically without editing the manually Schedule (it's a big problem because the contact center have many users);
Thank you for your time helping me.
Att,
#Workforce Management
#ScheduleManagement
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Breno Canyggia Ferreira Marreco
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