Hi Community,
Today sees the rollout of Genesys Cloud Workforce Management's Monthly Scheduling Constraints release.
Administrators of Workforce Management can now enable Planning periods that respect the length of the calendar month rather than a set number of weeks.
Note:
That while the Planning period will respect the calendar month and balance constraints over the Month, schedules will continue to be generated and published in full weeks.
You can enable Monthly Scheduling from within the Management Unit Configuration à Scheduling Tab.
Under the Planning Period Settings, you can enable Monthly Scheduling and select the month you wish this to take place.
Once enabled you can update Work Plan Configurations to ensure that Monthly schedules respect the organizations upper and lower limits for:
· Minimum Days Off
· Maximum Days Off
· Minimum Paid Hours
· Maximum Paid Hours
When Monthly Scheduling is enabled for the Management Unit there will be a call out in the title bar of the Work Plan Configurations list view:
When editing the Work Plan Panning Period Constraints we now call out the planning period that is configured for the Management Unit.
Note: When configuring Minimum and Maximum Monthly constraints the minimum should be based on the shorted month and the maximum based on the longest month.
While we are not currently supporting per-month values, Monthly minimum and maximum values will work in conjunction with the weekly minimum and maximum values to ensure a fully balanced schedule.
Due to the dynamic number of weeks a monthly schedule will cover, based on the month's start day and length of the month. We have updated the Schedule Generation views and wizard to help manage what dates/weeks need to be scheduled to fulfil a complete scheduled month.
Here are the key changes:
The Schedule list view no longer has the start date column, this has been replaced with the Schedule Period, date range, column:
The Schedule Generation wizard will automatically default to Monthly if any Management Unit within the Business Unit has monthly Scheduling enabled. This will also default to "this month" and the Number of weeks will be automatically calculated.
To help understand what this means in terms of a from and to date we have added the Schedule Period date range to the view so that you know the exact dates that the automation is suggesting.
In the below example you can see that there is already a published schedule up to the 16th of February, to complete a full monthly schedule for February the automation has suggested a 2-week schedule covering the 17th of February to the 2nd/3rd of March.
When selecting a future month, April, you can see that the automation has suggested:
· Number of Weeks = 5
· Schedule Period of 31st of March to the 5th of May
The 5 weeks are required as April begins on a Tuesday and ends on a Wednesday
If I had previously published a schedule for March then the week of the 31st of March would already have been scheduled and the suggested dates for April would have been:
· Number of Weeks = 4
· Schedule Period of 7th of April to the 5th of May
as the week of the 31st of march would have been scheduled to balance March.
Top help manage and monitor average daily and weekly hours over the month, or longer periods. We have added 2 new columns to the Agent List section of the Schedule Editor view. When viewing multi week schedules you have the option to display the Average Daily Paid and Average Weekly Paid columns.
I hope you are as excited as we are to see this new release, for more information please visit the Resource Center for the updated documentation.
Paul
work management units
work plans configuration overview
generate a schedule from a forecast
navigate schedule editor
#Workforce Management
#ScheduleManagement------------------------------
Paul Wood
Product Manager for Genesys Cloud Workforce Management
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