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Hi,we are currently looking into how we might manage conflict resolution for processes that require both an Agent and a Supervisor, Coach, Trainer, Quality Manager ... to be scheduled for the same Activity.To help us better understand how these employees are managed/scheduled I'd love to hear your thoughts on/answers to:Do you currently schedule Supervisors/Support staff in Workforce Management (WFM)?If you do, what works well for you?If you don't, what are the barriers to being able to schedule Supervisors and Support staff in WFM?If you don't schedule Supervisors/Support staff in WFMhow is their time managed?Paul
thanks for the feedback on scheduling Supervisors.
Without knowing your Org structure it is difficult to make any recommendations for the cross BU working.BU's are designed to house all the same interaction types/queues, the agents that can process them and the high-level business rules that determine how they are handled. Mu's can then break this down further by grouping Employees and the rules used to manage their schedules and performance.
The following Resource Centre article is a good place to start and links to the different grouping structures within WFM:about-workforce-managementthere are a few good conversations around this in the community tooPaul
Hi Cherri,thanks for the reply I have a couple of follow-up questions, to better understand your process 😊
Do the Supervisors have a set of core hours or a baseline shift pattern that they then self-manage?
Do you have a base requirement for X supervisors to be on shift at a time?If you do have a base requirement what drives this?Paul
Good Morning Paul-We are a smaller company so each department- intake and nursing- currently only have 1 supervisor or manager. They work a set 40 hours with additional as needed that is self managed. For example, the manager underneath me works 8-4:30 but might be on during other hours as needed.The same goes for the quality evaluator- we currently only have 1 person who goes back and forth between roles of evaluator and nurse who takes calls. The quality evaluator part of her role is self managed where as the days she takes calls is scheduled within WEM.
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