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  • 1.  Enforce schedule engine to plan at least on Agent for a specifc Planning Group

    Posted 04-04-2025 12:07
    No replies, thread closed.

    Hi everyone, 

    I have faced a chellange while configuration the WFM for one of our customer with having the right number of Agents for a ceratin Planning Groups - the set up is the following: 

    • The contact center serves the calls in the three languages
    • Each Skill and Language has a their own Queue and corresponding Planning Group

    Now the problem is that one of the languages has disproportionally fewer calls as two others according the forcast, but nethertheless during the opening hours of the Contact Center there should be at least one person planned to serve the calls. Many angents can speak several languages including this problem one. 

    When the schedule engine sometimes ignore this language at all - by not setting the at least one Agent into the late shifts, thus one or two hours before the closure of the contact center there are no agents planned for this language. Another example is that Genesys plans lunches in a way that no one has been planned to handle calls for this language one hour or half an hour during the day. Right now we are in the pilot phase with only 10 employees and three Planning Groups (one business line for three languages) and although it is not fast it is feasible to check that manually. When we are through the Pilot and onbord the other departments the will be about 200 employess and 40 different business line, each is represented by three Planning Group it would not be so easy to find such problems and quite time consuming to go through all Planning groups which may have such problems. I am pretty sure that I am not the only one who may have the same challenges  (when I was working with other WFM system sometime ago, this questions were asked all the time) :) 

    Is there any good solution  or workaround for that? 

    And is it possible to find easy all the time intervals, where the Agents have not been planned to handle the load of a specific Planning Group? 

    Thank you very much any feedback is appriciated! 


    #Workforce Management
    #ScheduleManagement

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    Anton Karpov
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  • 2.  RE: Enforce schedule engine to plan at least on Agent for a specifc Planning Group

    Posted 04-07-2025 05:25
    No replies, thread closed.

    Hi Anton, 

    We are currently designing a solution to help with this challenge in Idea WEM-I-710. Please take a look at the idea, add your comments and use case to help us with the design.

    Paul



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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  • 3.  RE: Enforce schedule engine to plan at least on Agent for a specifc Planning Group

    Posted 04-09-2025 11:33
    No replies, thread closed.

    Hi Paul, 

    Thank you very much! I have reviewed the Idea, it looks good and I am pretty optimistic that it will cover the current customer needs, but I am not sure when it is going to be released as far as I understood it is not in the development yet :) Anyway I will be happy to contribute to it.

    While the Idea is "In design" phase,  may be you know some best practices to reduce amount of manual interventions into the schedule, probably some techniques to detect where the Agents are missing or something similar?    

    Thank you very much! 



    ------------------------------
    Anton Karpov
    ------------------------------

    Original Message


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