Workforce Engagement Management

Is there a way to set the assignment of breaks and meals dependent on the number of hours an agent works? 

Example: an agent can work anywhere from 4-10 hours in a day depending on forecast levels.  If they work 4-5 hours they get 1, 15 minute break. if they work 5-6 hours they get a 30 minute lunch, if they work 8+ hours they get a meal and 2, 15-,minute breaks.  Is there a way to set conditions on these activity codes, or does anyone have a fun workaround? 

#Workforce Management

------------------------------
Shelby Cronk
ConvergeOne, Inc.
------------------------------

https://help.mypurecloud.com/articles/work-plans-overview/ - expand the two expandable sections at the top; first one specifically addresses your question

Thank you Jay!

Jay, I have a follow-up question on this.  Could I reasonably apply this concept to allow the system to optimize 30 minute vs. 60 minute lunches? 
Example, if I create a M-F Shift with 30 minute lunches and then a second shift with M-F but 60 minute lunches, they system should optimize whether to select the 30 or 60 minute lunch per day, correct? 

Possibly or a 'yes with caveats' would be my answer. It is possible to have a configuration such that a shift selection, say shift 2, for one day constrains the scheduling engine to only select that shift 2 for all days or only a specific subset amongst other shifts.

That's all to say that valid combinations across the shifts will be in consideration whereas invalid combinations would not be considered.

------------------------------
Jay Langsford
VP, R&D
------------------------------