Workforce Engagement Management

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  • 1.  Flexible Shifts, Conditional Breaks/Meal

    Posted 03-14-2023 10:38
    Edited by Matt Lawson 03-14-2023 10:37

    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? 


    #WorkforceManagement

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: Flexible Shifts, Conditional Breaks/Meal

    GENESYS
    Posted 03-14-2023 14:27

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



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    Jay Langsford
    VP, R&D
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  • 3.  RE: Flexible Shifts, Conditional Breaks/Meal

    Posted 03-15-2023 10:45

    Thank you Jay!



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    Shelby Cronk
    ConvergeOne, Inc.
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  • 4.  RE: Flexible Shifts, Conditional Breaks/Meal

    Posted 06-28-2023 17:03

    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? 



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    Shelby Cronk
    ConvergeOne, Inc.
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  • 5.  RE: Flexible Shifts, Conditional Breaks/Meal

    GENESYS
    Posted 06-28-2023 19:29
    Edited by Jay Langsford 06-28-2023 19:31

    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.



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    Jay Langsford
    VP, R&D
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