Workforce Engagement Management

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  • 1.  📢New Feature - Activity Smoothing and Schedule Variability

    Posted 12-09-2024 06:37
    Edited by Tracy Vickers 12-18-2024 04:19

    Hi Community, 

    last week the Workforce Management team released Activity Smoothing and Schedule Variability.

    Activity Smoothing

    This option enables the Administrator/Scheduler to select how they want Flexible Work Plan Activities to be smoothed across the flexibility period, helping prevent multiple employees from being scheduled for the same thing at the same time.

    As part of the Business Unit Configuration, you can select your preferred/Default Activity Smoothing:

     

    • Default Activity Smoothing: Indicates how the flexible work plan activities such as breaks and lunch time, can be distributed through the agent's shift. during the schedule generation and rescheduling processes. The 3 options available are:

    ·        

      • Reduce concurrent activities across the Business Unit (Recommended). Selecting this option, enabled by default when you create a business unit, ensures that the schedules of agents in the same Business Unit are updated to minimize the number of concurrent activities.
        • For example, lunch breaks for all agents in the Business Unit have to be scheduled from 12:00 pm. to 1:00 p.m. The lunch breaks are distributed in a way that best supports the Business Unit service predictions. This can result in some management units seeing specific times within the flexibility period configured in the work plan having more concurrent activities.
      • Reduce concurrent activities within the Management Unit. Selecting this option ensures that the schedules in the same Management unit are updated to minimize the number of concurrent activities. For example, the break times of agents in the management unit are distributed in such a way that all agents do not get to take their breaks at the same time.
      • Schedule activities to offer the most consistent service goal prediction across the whole schedule. Select this option to ensure that the service levels are consistently maintained which may result in more concurrent activities for agents. For example, breaks are distributed in a way that provides the most consistent service predictions. The Schedule engine assigns breaks at the same time, rather than distributing the activities evenly across the flexibility period

    The Business Unit configuration can be overridden during a Schedule Generation to Reschedule enabling the Administrator/Scheduler to compare the results of different methods or to switch strategies based on current arrival patterns and demand volumes.

    Schedule Generation Override:


    Rescheduling Override:


     

    Schedule Variability

    This setting enables the Administrator/Schedule to enforce more random Schedule Generation helping to improve the likelihood of Employees being scheduled for a different combination of shifts, where possible, between each schedule period.

    The default preference can be configured as part of the Business Unit settings.

        • Schedule Variability. Indicates whether to include variance in the agents' schedules. This process ensures that randomization is added to their schedules and that the same agent does not always receive the same combination of shifts for each schedule run.


    The default Business Unit setting can also be overridden when generating a schedule or rescheduling:

    Schedule Generation Override:


    Rescheduling Override:


    More details can be found in the help centre articles:

    Add a business unit - Scheduling Configuration
    Generate a schedule from a forecast - Genesys Cloud Resource Center

    Initiate an intraday reschedule - Genesys Cloud Resource Center


    #WorkforceManagement
    #Scheduling

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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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  • 2.  RE: 📢New Feature - Activity Smoothing and Schedule Variability

    Posted 01-01-2025 12:54

    Paul, great right up.  Ever thought of including this kind of insight into the resource articles?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: 📢New Feature - Activity Smoothing and Schedule Variability

    Posted 01-06-2025 04:25

    Happy New Year Robert, 

    thanks for the feedback, we have been looking at including an overview article for new features that help explain the mental model and use cases behind the feature, in addition to the more traditional instructional articles.

    I'll share this feedback with the team and see if we can work it into our documentation flows.




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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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