Workforce Engagement Management

The work plan you show has variable weekly time of 4h-32h, but the three possible shifts all have fixed time (5h, 6h, or 8h) requirements. They also only allow one possible start time each at 6am. This means that if the agent is needed at all for a day, they always get scheduled at 6am for a minimum of 5h. You can also see that the shift variations are quite small. The work plan is not very flexible other than all days being marked as optional. Even marking days as optional is not a guarantee that some days won't be scheduled depending on need and other constraints (e.g., minimum days per week, planning period constraints).

Looking at predicted staffing requirement versus scheduled staffing number (i.e., Forecast and Scheduled rows in schedule editor) at a gross level (e.g., all planning groups) likely is hiding valuable information. E.g., the agents you think shouldn't be scheduled actually are capable of handling need while the need of other planning groups are over staffed because those agents have even more rigid minimum weekly paid time and/or required days. If you are building a house and need framers, electricians, roofers, plumbers, etc. and think you need 20 total workers, it is important to know the actual number of say plumbers needed versus scheduled as opposed to a roll-up top-level number across all disciplines.

If nothing obvious, then I would recommend opening a support ticket so proper troubleshooting can occur.

Thank you for your prompt reply Jay

I apologize as I was not explicit and the screenshots did not tell the whole story. The workplan actually comprises 4 shifts of 4, 5, 6 and 8 hour lengths. Each shift has a variable start time of starting at 6am and ending no later than 11pm. I've uploaded a screenshot of the schedule constraints for the 6 hour shift as an example. The minimum days worked is 1 while the maximum days worked is 5. there are no weekend or planning period constraints. The only general constraints are a maximum of 5 consecutive scheduled days and 12 hours between shift starts. I've uploaded a screenshot of the workplan constraints.

I'm aware that scheduled agents must be capable of answering calls from all planning groups in the forecast. The forecast comprises two planning groups and we always ensure that agents have the queue and ACD skill assignments that will ensure they are capable of answering all planning groups used to generate the forecast.

Unless there is something else I missed I will open a support ticket and hopefully the support tech will be able to shed some light on the situation.

Thanks Again

The work plan you show has variable weekly time of 4h-32h, but the three possible shifts all have fixed time (5h, 6h, or 8h) requirements. They also only allow one possible start time each at 6am. This means that if the agent is needed at all for a day, they always get scheduled at 6am for a minimum of 5h. You can also see that the shift variations are quite small. The work plan is not very flexible other than all days being marked as optional. Even marking days as optional is not a guarantee that some days won't be scheduled depending on need and other constraints (e.g., minimum days per week, planning period constraints).

Looking at predicted staffing requirement versus scheduled staffing number (i.e., Forecast and Scheduled rows in schedule editor) at a gross level (e.g., all planning groups) likely is hiding valuable information. E.g., the agents you think shouldn't be scheduled actually are capable of handling need while the need of other planning groups are over staffed because those agents have even more rigid minimum weekly paid time and/or required days. If you are building a house and need framers, electricians, roofers, plumbers, etc. and think you need 20 total workers, it is important to know the actual number of say plumbers needed versus scheduled as opposed to a roll-up top-level number across all disciplines.

If nothing obvious, then I would recommend opening a support ticket so proper troubleshooting can occur.

The work plan you show has variable weekly time of 4h-32h, but the three possible shifts all have fixed time (5h, 6h, or 8h) requirements. They also only allow one possible start time each at 6am. This means that if the agent is needed at all for a day, they always get scheduled at 6am for a minimum of 5h. You can also see that the shift variations are quite small. The work plan is not very flexible other than all days being marked as optional. Even marking days as optional is not a guarantee that some days won't be scheduled depending on need and other constraints (e.g., minimum days per week, planning period constraints).

Looking at predicted staffing requirement versus scheduled staffing number (i.e., Forecast and Scheduled rows in schedule editor) at a gross level (e.g., all planning groups) likely is hiding valuable information. E.g., the agents you think shouldn't be scheduled actually are capable of handling need while the need of other planning groups are over staffed because those agents have even more rigid minimum weekly paid time and/or required days. If you are building a house and need framers, electricians, roofers, plumbers, etc. and think you need 20 total workers, it is important to know the actual number of say plumbers needed versus scheduled as opposed to a roll-up top-level number across all disciplines.

If nothing obvious, then I would recommend opening a support ticket so proper troubleshooting can occur.