Genesys Cloud - Main

Hi guys

How does the new workplan rotation function work with the schedule?  Does the schedule show an agent who's been assigned to a workplan rotation?  Do they need to belong to a planning group for this still if they're in a workplan rotation?

Also, if a workplan rotation is over 3 weeks but the schedule is only run for 1 week, how does the schedule reflect that?  Does it recognise a previously published scheduled period to identify what week in the workplan rotation should show in that schedule?
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Vaun McCarthy
NTT New Zealand Limited
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Agents still need to be part of a planning group. If they are not, then they will be seen as incapable of handling any interactions for the Management Unit.

When we schedule we first look to see if the agent is in an active/effective work plan rotation and if so we determine which work plan is relevant for the given scheduling targeted week. If they are not in an active/effective work plan rotation, then we fall back to just their work plan assignment. There is no need to look at a previous schedule - the rotation itself describes enough information to ascertain which work plan will be in effect for a given agent for a given week.

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Thanks Jay

That's the piece I was trying to clarify.

So for example, Agent A is in a Workplan Rotation that rotates over 4 weeks - workplan 1, workplan 2, workplan 3, workplan 4.  However the schedule is only forecast and published for 1 week at a time.  You've said "which work plan is relevant for the given scheduling targeted week".  How does it identify that week in relation to the workplan rotation week count?  Does it keep an internal count somewhere of the rotation?

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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 11-02-2020 07:14
From: Jay Langsford
Subject: New rotating paterns and short schedule planning periods?

Agents still need to be part of a planning group. If they are not, then they will be seen as incapable of handling any interactions for the Management Unit.

When we schedule we first look to see if the agent is in an active/effective work plan rotation and if so we determine which work plan is relevant for the given scheduling targeted week. If they are not in an active/effective work plan rotation, then we fall back to just their work plan assignment. There is no need to look at a previous schedule - the rotation itself describes enough information to ascertain which work plan will be in effect for a given agent for a given week.

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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It's very simple. Each agent has a start date as to when they start the rotation in addition to which initial work plan in the rotation pattern they are to have. It doesn't matter if you schedule 1 week at a time or up to 6 weeks at a time. For any given future week to be scheduled it is very simple to take the agent's work plan rotation start date, their initial starting position in the rotation, and determine which work plan rotation position they will be on for the given week.

Work Plan Rotations have a Preview button at the top where you can see what the rotation will look like into the future and optionally filter by agent.

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Original Message:
Sent: 11-02-2020 14:46
From: Vaun McCarthy
Subject: New rotating paterns and short schedule planning periods?

Thanks Jay

That's the piece I was trying to clarify.

So for example, Agent A is in a Workplan Rotation that rotates over 4 weeks - workplan 1, workplan 2, workplan 3, workplan 4.  However the schedule is only forecast and published for 1 week at a time.  You've said "which work plan is relevant for the given scheduling targeted week".  How does it identify that week in relation to the workplan rotation week count?  Does it keep an internal count somewhere of the rotation?

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 11-02-2020 07:14
From: Jay Langsford
Subject: New rotating paterns and short schedule planning periods?

Agents still need to be part of a planning group. If they are not, then they will be seen as incapable of handling any interactions for the Management Unit.

When we schedule we first look to see if the agent is in an active/effective work plan rotation and if so we determine which work plan is relevant for the given scheduling targeted week. If they are not in an active/effective work plan rotation, then we fall back to just their work plan assignment. There is no need to look at a previous schedule - the rotation itself describes enough information to ascertain which work plan will be in effect for a given agent for a given week.

------------------------------
Jay Langsford
Senior Director, Workforce Optimization Engineering