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  • 1.  Interval Requirements and Schedules

    Posted 08-18-2023 09:18

    Hello! 

    Hoping someone can help me resolve this issue. After generating a schedule I'm noticing that all of the agents are working the same shift even though I have the option of flexible shifts selected. There's some days of the week with no agents scheduled at all even though the workplan is correct. The workplan is set for Mon- Fri 7-9pm, Sat & Sun 8-9pm. Additionaly, the requirements stop after 3pm? There should be requirement through 9pm.

    I attached to screenshots for an example.

    Thanks


    #Scheduling

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    Kevin Medina
    DIRECTV, LLC
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  • 2.  RE: Interval Requirements and Schedules

    Posted 08-18-2023 11:35

    Are you sure those agents can properly handle all of the planning groups as they were configured when the forecast was created? https://help.mypurecloud.com/articles/planning-groups-overview/: If you aggregate queues, languages and skill sets into a planning group, but have agents that cannot handle the full planning group, then those agents will not be scheduled based on planning group workload. Agents who can only handle a subset of the planning group will not be scheduled based on workload, but will be given a schedule. To view the list of agents who can handle a planning group, see the planning group's Agent tab.

    You can also see informational things like agents not configured to handle any work, days with no need, etc. in the Schedule Generation Results (click on the schedule's Generation Results in the schedule list view).

    If you see no warnings about agents not filling need etc., then it is almost certain it is issues with the work plan(s). Specifically that there isn't as much flexibility as you expect/desire because of the combination of several constraints. 

    If nothing is apparent, then I would recommend opening a support ticket.

    Not sure if you have a filter, but in the one view it looks like you are way overstaffed compared to predicted staffing requirements. It's to the point where it really doesn't matter if we produced completely unique schedules across the agents since you are running 130 to 224 in surplus.



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    Jay Langsford
    VP, R&D
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    Original Message


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