Hi, 

is there a way to make a workplan where an agent could work On queue for 4hours and after that doing Back office work on Busy and the system would understand the agent would work 4h+4h? Current work plans does not seem to manage to do this, even if you do a second On queue activity code just named different. 
 And is there a way to overlap i.e Busy and break time so agent could have a break during their back office work. 

Thanks in advance 

Hi, 

is there a way to make a workplan where an agent could work On queue for 4hours and after that doing Back office work on Busy and the system would understand the agent would work 4h+4h? Current work plans does not seem to manage to do this, even if you do a second On queue activity code just named different. 
 And is there a way to overlap i.e Busy and break time so agent could have a break during their back office work. 

Thanks in advance 

Hi Viivi,

at the moment the best we can achieve is to use a flexible activity of 4 hours within the Work Plan shift. This wouldn't give a specific 4/4 hour split but it would schedule the 4hrs of Back Office at the best time to balance the on-queue demand.
There is a similar  idea listed in the Ideas Portal, WESCH-I-325, please take a look and add your use case, comments and vote to help us best understand the challenge and prioritisation of future enhancements.

thanks, 

Paul

Hi, 

is there a way to make a workplan where an agent could work On queue for 4hours and after that doing Back office work on Busy and the system would understand the agent would work 4h+4h? Current work plans does not seem to manage to do this, even if you do a second On queue activity code just named different. 
 And is there a way to overlap i.e Busy and break time so agent could have a break during their back office work. 

Thanks in advance