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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    Original Message


  • 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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    Original Message


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