Workforce Engagement Management

Hi all,

I work for a local government where we have 8 locations in our region that our agents work in. We have some unique requirements which we have never found an easy was to schedule. Would be keen if anyone has some ideas on how we can improve.

1. All 8 locations are multi channel - voice, counter (walk in), email (not integrated yet), web messaging
2. Our main location has staff who do just counter, all 7 other district locations staff do all channels - e.g. finish voice call and then go serve someone at the counter
3. 7 district locations require minimum 2 staff and breaks need to not overlap to ensure coverage at front counter.
4. Volume of counter enquiries in districts is low - ranges between 5-20/day depending on location and time of year
5. We can generate a schedule using individuals work plans, but then have to adjust for location and ensure coverage in all locations

This also makes forecasting very difficult as we have so many variables that impact.

Thank you,

Will

Hi Will,

Well it is not clear if your people are should be tied to specific locations or if your agents are happy to travel trough 8 different offices.
Also good to understand what amount of agents/managers (who servicing interactions and also doing front counter work).

Anyway if I get the task at least high level right it is just about ensuring you have min staffing for your front counter.
So I would have single BU.
Maybe MU for each of 8 offices.
Assign people to each MU representing office in amount that fit capacity of working places.

Min coverage of front counter (if you do not have 1000+ agents whose should do this duty), I would implement via Work Plan Rotation, consisted of WP weeks, explaining inside the shift via specific non default On-Queue activity codes, which office this shift is require to work on date.

Thanks,
Best Regards,