Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Re-scheduling - HOW do you keep pre-booked meetings etc when you re-schedule an agent?

    Posted 03-03-2023 08:25
    No replies, thread closed.

    If we have an agent reducing hrs and therefore having a new work plan - how can we keep the pre-scheduled meetings etc that they have already got loaded when using the  reschedule button.  Basically we just want to transfer the already pre-booked meetings etc over to new schedule if it fits into there new schedule. The select activity codes to re-schedule option appears BUT what does this actually do. AS you would imagine that if you do not tick them that they should automatically populate over?!! What are we missing?

    Thanks for taking the time to read this and for your help in advance.


    #Workforce Management

    ------------------------------
    Becky Sargeant
    Virgin Atlantic Airways Ltd
    ------------------------------


  • 2.  RE: Re-scheduling - HOW do you keep pre-booked meetings etc when you re-schedule an agent?

    Posted 03-03-2023 14:01
    No replies, thread closed.

    Selecting activities in the rescheduling wizard tells the scheduling engine to attempt to re-optimize their occurrence time within the constraints of the work plan. https://help.mypurecloud.com/articles/initiate-an-intraday-reschedule/

    The work plan at initial schedule generation is the one that we attempt to utilize (and will attempt to honor any changes to that work plan) on a reschedule. We do not attempt to utilize the agent's current work plan if that work plan is a completely different one from the one that originally was used on initial schedule creation. E.g., if schedule was created for Bob for First Shift M-F, then Bob was assigned to a Third Shift MWFS work plan, then a reschedule will still look for the First Shift M-F constraints for Bob.

    Work plan assignment changes should be timed to be at new scheduling periods. Changing work plans within a scheduling periods means you would have to manually adjust shifts for the agents.



    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------



  • 3.  RE: Re-scheduling - HOW do you keep pre-booked meetings etc when you re-schedule an agent?

    Posted 03-08-2023 05:43
    No replies, thread closed.

    Thanks for you insight Jay, much appreciate your input. I will check out the article attached and go from there.



    ------------------------------
    Becky Sargeant
    Virgin Atlantic Airways Ltd
    ------------------------------

    Original Message


Related Content