Workforce Engagement Management

When attempting to add an activity at the "ideal time" why is it even remotely suggesting dates/times at -45.8 staffing?  

A bit of background information: all agents are skilled the same, so planning groups aren't really playing a role.  What I do recognize is playing a role is that agents have different start/end times which limits the window within which an activity can be scheduled, but this is a pretty drastic change.  

My assumption is this is happening because of scheduled breaks/meals.  is there a way to make breaks/meals interruptible so that we can re-optimize them after the activity has been scheduled at the most ideal time? 

#Workforce Management

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Shelby Cronk
ConvergeOne, Inc.
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Only the slots that have On Queue time across all agents selected are considered. These are presented in default order of most staffed to lowest staff (when compared to predicted staffing requirement).

The staffing requirement prediction versus scheduled agent is quite a disparity in the second image. That warrants investigation if it is not expected. https://help.mypurecloud.com/faqs/why-are-staffing-requirements-higher-or-lower-than-expected/

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Jay Langsford
VP, R&D
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Original Message:
Sent: 08-03-2023 13:11
From: Shelby Cronk
Subject: Schedule Activity at Ideal Time

When attempting to add an activity at the "ideal time" why is it even remotely suggesting dates/times at -45.8 staffing?  

A bit of background information: all agents are skilled the same, so planning groups aren't really playing a role.  What I do recognize is playing a role is that agents have different start/end times which limits the window within which an activity can be scheduled, but this is a pretty drastic change.  

My assumption is this is happening because of scheduled breaks/meals.  is there a way to make breaks/meals interruptible so that we can re-optimize them after the activity has been scheduled at the most ideal time? 

#Workforce Management

------------------------------
Shelby Cronk
ConvergeOne, Inc.
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