Workforce Engagement Management

Hi Community. 

I am very new to WFM and I am battling to setup the workplans given to me. 

Shift1  >>(06:00 AM - 03:00 PM)

Shift2  >>(02:00 PM - 11:00 PM)

Shift3 >>(10:00 PM - 07:00 AM)

G-12  >>(12:00 PM - 09:00 PM)

Agents work 9 hout shifts

This is for Monday to Sunday but agents only work 5 days total.

I have created each shift as a seperate workplan with Mon- Sun selected with Sat and Sun as optional. 

Created a work rotation for each shift.

When I run a schedule, agents are not getting provisioned for Saturday and Sundays.

Question:

Should I be creating seperate shifts for Mon- Fri and the seperate one for Sat-Sun?

If so, what would the constraints be for each?

Really hope that someone can help as this is driving me crazy :)

#WFMConfiguration,BestPractices
#Workforce Management
#Forecasting
#ScheduleManagement

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Justin Elms
Senior Product Owner, Safe Program Consultant
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Hi @Justin Elms,

Can you provide a little more info?

So the staff work 5 shifts in a given 7 day period, and they can work ANY of the listed shifts? Do they have to work shifts in a specific order?

Or could they be given say 6am, 12pm, 12pm, OFF, OFF, 10PM, 2PM?

Regards

Wayde

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Wayde Masters
Demand Forecasting & Resource Officer
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Hi @Wayde Masters,

Thanks so much for replying! I have requested some additional information from the service desks so will provide as soon as I have this. Thank you again!!

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Justin Elms
Senior Product Owner, Safe Program Consultant
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Original Message:
Sent: 06-25-2025 22:20
From: Wayde Masters
Subject: Please help with 7 day Workplan configurations!

Hi @Justin Elms,

Can you provide a little more info?

So the staff work 5 shifts in a given 7 day period, and they can work ANY of the listed shifts? Do they have to work shifts in a specific order?

Or could they be given say 6am, 12pm, 12pm, OFF, OFF, 10PM, 2PM?

Regards

Wayde

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Wayde Masters
Demand Forecasting & Resource Officer
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If Mon, Tue, Wed, Thu, and Fri are not marked as optional then they are required days - 5 of them. If you specify a max of 5 days, then obviously an optional Sat or Sun will never be selected, because it would violate the constraints you have configured.

You basically need to have more than Sat and Sun as optional or have it so your maximum working days and maximum weekly paid time can allow an agent to be possibly scheduled on Sat/Sun.

https://help.mypurecloud.com/articles/work-plans-configuration-overview/ 

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Jay Langsford
VP, R&D
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Hi @Jay Langsford,

That makes sense!! :) I will give that a go! Appreciate your assistance!

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Justin Elms
Senior Product Owner, Safe Program Consultant
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Original Message:
Sent: 06-26-2025 07:40
From: Jay Langsford
Subject: Please help with 7 day Workplan configurations!

If Mon, Tue, Wed, Thu, and Fri are not marked as optional then they are required days - 5 of them. If you specify a max of 5 days, then obviously an optional Sat or Sun will never be selected, because it would violate the constraints you have configured.

You basically need to have more than Sat and Sun as optional or have it so your maximum working days and maximum weekly paid time can allow an agent to be possibly scheduled on Sat/Sun.

https://help.mypurecloud.com/articles/work-plans-configuration-overview/ 

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Jay Langsford
VP, R&D
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