Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

In our operational environment, it is crucial to prevent unscheduled off-phone activities. The Workforce Management (WFM) team is tasked with scheduling meetings, excluding QA Coaching's and Supervisors' one-on-one sessions, which can be arranged using the schedule coaching tool. This procedure ensures adequate staffing during forecasted intervals and upholds staff adherence and conformance. The primary adjustments made by the WFM team will address unforeseen issues such as system problems, emergency meetings, and miscellaneous off-phone activities previously authorized by leadership. Any intraday movement can be handled with utilizing our off-phone staff for coverage in key hot spots. 

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

Hi Robert, 

Thank you for sharing your experience. 

Like you, our workforce coordinator schedules any planned off queue activities (like meetings, training time and planned coaching sessions like QA or one-on-ones).

The gap we have is in handling unplanned off queue time. It sounds like your WFM team update the schedule to reflect unforeseen activities like emergency meetings and misc. off-queue activities, have I got that right? Do you have procedures in place to manage this? 

Many thanks,

In our operational environment, it is crucial to prevent unscheduled off-phone activities. The Workforce Management (WFM) team is tasked with scheduling meetings, excluding QA Coaching's and Supervisors' one-on-one sessions, which can be arranged using the schedule coaching tool. This procedure ensures adequate staffing during forecasted intervals and upholds staff adherence and conformance. The primary adjustments made by the WFM team will address unforeseen issues such as system problems, emergency meetings, and miscellaneous off-phone activities previously authorized by leadership. Any intraday movement can be handled with utilizing our off-phone staff for coverage in key hot spots. 

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

Hello,

Our process may not be as streamlined as other Workforce Management (WFM) teams. However, if there are unforeseen off-phone activities, staff are required to fill out a tracking sheet for their off-phone activity and submit their approved off-phone adjustment to the WFM team at the end of the day. They have two business days to submit their form to avoid negatively impacting their adherence. If the form is not submitted, the adjustment will not be approved. This tracking process helps the leadership team and WFM monitor off-phone activities and manage them effectively.

Hi Robert, 

Thank you for sharing your experience. 

Like you, our workforce coordinator schedules any planned off queue activities (like meetings, training time and planned coaching sessions like QA or one-on-ones).

The gap we have is in handling unplanned off queue time. It sounds like your WFM team update the schedule to reflect unforeseen activities like emergency meetings and misc. off-queue activities, have I got that right? Do you have procedures in place to manage this? 

Many thanks,

In our operational environment, it is crucial to prevent unscheduled off-phone activities. The Workforce Management (WFM) team is tasked with scheduling meetings, excluding QA Coaching's and Supervisors' one-on-one sessions, which can be arranged using the schedule coaching tool. This procedure ensures adequate staffing during forecasted intervals and upholds staff adherence and conformance. The primary adjustments made by the WFM team will address unforeseen issues such as system problems, emergency meetings, and miscellaneous off-phone activities previously authorized by leadership. Any intraday movement can be handled with utilizing our off-phone staff for coverage in key hot spots. 

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

Hi Robert, 

It sounds like you and I are using a really similar system at the moment! (The team leader who approves the time off queue adds to a spreadsheet with details). 

Best,

Hello,

Our process may not be as streamlined as other Workforce Management (WFM) teams. However, if there are unforeseen off-phone activities, staff are required to fill out a tracking sheet for their off-phone activity and submit their approved off-phone adjustment to the WFM team at the end of the day. They have two business days to submit their form to avoid negatively impacting their adherence. If the form is not submitted, the adjustment will not be approved. This tracking process helps the leadership team and WFM monitor off-phone activities and manage them effectively.

Hi Robert, 

Thank you for sharing your experience. 

Like you, our workforce coordinator schedules any planned off queue activities (like meetings, training time and planned coaching sessions like QA or one-on-ones).

The gap we have is in handling unplanned off queue time. It sounds like your WFM team update the schedule to reflect unforeseen activities like emergency meetings and misc. off-queue activities, have I got that right? Do you have procedures in place to manage this? 

Many thanks,

In our operational environment, it is crucial to prevent unscheduled off-phone activities. The Workforce Management (WFM) team is tasked with scheduling meetings, excluding QA Coaching's and Supervisors' one-on-one sessions, which can be arranged using the schedule coaching tool. This procedure ensures adequate staffing during forecasted intervals and upholds staff adherence and conformance. The primary adjustments made by the WFM team will address unforeseen issues such as system problems, emergency meetings, and miscellaneous off-phone activities previously authorized by leadership. Any intraday movement can be handled with utilizing our off-phone staff for coverage in key hot spots. 

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

Hi Isabella

For me, the important part is about understanding our plan versus what actually happened. If activity was not in the plan, I would not want to update the schedule to reflect the change. This helps explain why service level was not achieved. I think the question should be WHY are we updating the schedules to reflect unplanned activity as much as this?  If it is purely so that agents aren't penalised for poor adherence, then why are we targeting/measuring adherence at all? If it is important to have this KPI tracked, then can you look at lowering the adherence target? It sounds like your organisation knows there will be lots of late notice changes to the plan, and I am not sure what value there is in making so many changes to the schedule.

Heather 

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,