Workforce Engagement Management

Team, 

In our current system we have agents scheduled to call one program, and then in the afternoon they may swap to another program. Theses program can be for completely different clients. Is there a way to change which queue or planning group an agent is scheduled for without having to manually swap it every day. For instance, if I work Program A from 8:00am - 10:00am, and then Program B from 10:01am - 4:00pm, how would we schedule that? Or are we not able to? Thank you! 

#Scheduling

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Nathan Gould
DialAmerica Marketing, Inc.
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Following

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Andrea Rushfeldt
ATB Financial
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Hi Nathan, 
at the moment this is not possible. When creating the Schedule the Schedule Engine simulates the schedules and predicted impact of the scheduled users and their planning groups to produce the optimal schedule to support the business targets and demand.

In doing this we assume that a multi-skill user is always available to respond to all Planning Groups.

There is a similar idea listed in the Ideas Portal, WESCH-I-325, please take a look and add your comments, use case and vote to help us with future planning and prioritisation of road map items.

thanks, 

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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