Workforce Engagement Management

Hi everyone, 

I ran into something interesting this month. We moved some agents from BU1 to BU2 mid-month, and I noticed their conformance in the new BU went way over 100%.

From that I understand, if you don't add their schedule to the new BU starting from transfer date, Genesys sees "no planned time" in the new BU and counts all worked time as extra, which also throws off adherence history. 

My questions: 

• Is it best practice to copy/create the schedule in the new BU starting the day of the move, even if it's mid-month? 
• Any tips for keeping both conformance and adherence reports accurate after a BU transfer?

Thanks in advance! 

Pang 

#WFM

#Conformance

#WFMSchedule

#Scheduling

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Watanaphon Adomat
Analyst
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Best practices would be to move them and them having a schedule in the new BU at the same time. For intra scheduling periods for BU2, you can utilize the rescheduling wizard to add folks that do not currently have a schedule.

Thanks, Jay!  @Jay Langsford That's super helpful! 

I didn't realize the importance of giving them a schedule in the new BU right at the move. I'll make sure to use the rescheduling wizard for agents without schedules, so we don't run into the high conformance issue. Really appreciate your insight! 

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Watanaphon Adomat
Analyst
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Jay mentions using the rescheduling wizard after they have moved.  But if this is in the middle of a schedule period, rescheduling does not work for past dates.  That would mean manually entering a schedule for those dates.  Depending on how long your schedule period is, or how many agents you are moving, this becomes quite tedious.  For us:  we will reserve agent moves until right before or immediately after a schedule period begins so that the rescheduling wizard works for us.

Thanks Jodi @Jodi Maffitt this makes a lot of sense. 

I see now why moving agents at the start of a schedule period is cleaner and avoids the manual past-day fixes. This tip will definitely us a lot of time when we have to move people between Bus. Thanks again for explaining it so clearly!