Do you have any schedule generation warnings about agent's filling no need or that there is no need or something similar? A misconfiguration of planning groups compared to agent capabilities can cause agents to receive very similar schedules because they are deemed not to be contributing.
If nothing is obvious, I would recommend opening a support ticket.
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Jay Langsford
VP, R&D
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Original Message:
Sent: 10-03-2024 10:25
From: Amanda Joas
Subject: Optional Day in Work Plan always the same day for agents
I have a group of agents set up on a Saturday rotation that have a work plan attached with optional days listed as Tuesday-Friday. When I generate a schedule, ALL of the agents in this workplan rotation are continuously given only Tuesday off on the weeks they work Saturday. I tried changing the optional days in work plan to Wed-Fri and that time it alternated between Thursday and Friday. I can't tell if Tuesday really is the optimal day based on the forecast, or if there is another reason it could be choosing Tuesday off only. Has anyone else experienced this and if so is there a way to have an optimized schedule with more variation in optional days off?
#Scheduling
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Amanda Joas
C1
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