Workforce Engagement Management

Hi there,

I have a scenario that we would like to automate scheduling of 3 shifts between a business unit, hoping yall can assist here.

Shift 1 - Assign 3 reps per day (rotates throughout those with certain skillset) Outbound Campaign

Shift 2 - Assign 4 reps per day (rotates throughout team as a whole) Offline Work

Shift 3 - Assign remaining reps - Standard Calls from Queues.

I believe work plans are the way to go here but wasn't sure how ensure that reps are given an equal share of each of the required shifts throughout a standard work week.  

Assume Shifts are M-F, 9am start and end at 5:15pm for all shifts (eventually would like to rotate start and finish times between 8:30am -9:45 starts and 4:45 - 6pm finishes, but let's leave that complexity for another day).

Any insight here would be much appreciated, please let me know if you need further information on scheduling requirements.

Kind regards,

Lachy

#Scheduling

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Lachy, Australia
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Hi Lachlan, 

doing this for the Business Unit (BU) can be challenging as the Work Plans, Work Plan Rotaions and employees are all housed within the Management Units (MU).

It might be possible to work out how many employees can cover the work per MU and then create work plan rotations for each MU to provide the cover you need.

The road mapped feature WFMSCH-7, Ensure Fairness in Distribution of Scheduled Start Times, Days of week worked and Hours during a Week, might also be a future option. 

Ensure Fairness in Distribution of Scheduled Start Times, Days of week worked and Hours during a Week, will deliver the ability to set a minimum and maximum value of times a specific shift, within the Work Plan, is worked during the planning period. 
For example:

Over a 4-week planning period, you require:

• A total of 60 Shift 1s
• A total of 80 Shift 2s 
• As many Shift 3's as needed to "fill the gaps"

If you have 20 employees that can cover these shifts, as part of WFMSCH-7, you'd be able to configure their Work Plan with a constraint saying that Shift 1 must be scheduled 3 times and Shift 2 must be scheduled 4 times per Planning Period.
The Schedule Engine will then, without a rotation, automatically balance these shifts across the BU considering the impacts of each of the MU's able to cover the workload while also ensuring your "minimum coverage" for the shift is met and they are fairly distributed between those that can cover the work.

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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