Workforce Engagement Management

Usually, our units have fixed schedules/work plans.  I want to test optimizing their schedules.  I've read articles in Help and in Resource Center and still have questions. For example, do I need to create generic work plans with flexibility for, say, early, mid and late shifts. Then divvy up agents appropriately?  Thanks for your guidance!
#Scheduling

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Beth O'Laughlin
Cox Automotive Corporate Services, LLC
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Hi Beth, 
do your units work a rotation on fixed shifts like:

• week 1 early shifts
• week 2 mid shifts
• week 3 late shift ...

or do they just have a fixed week that they always work?

If the units already have a rotation of different shift types I'd start by adding some flexibility to the existing shifts, something like flexing the start time by +/- 2 hours. 

Alternatively, you could create a new work plan with the 3 shift types and any flexibility you want to add and allow the Scheduler to best optimise which shifts are offered to which units.

------------------------------
Paul Wood
Genesys - Employees
------------------------------

Hi Paul!  Thanks so much for responding.  They are each on a fixed shift at this time.  I'm trying to "what if"/optimize.  I created 4 generic work plans/shifts and assigned a few agents to each.  It seems to schedule them exactly the same. That may be my answer, but I don't think so.

------------------------------
Beth O'Laughlin
Cox Automotive Corporate Services, LLC
------------------------------

Original Message:
Sent: 09-01-2021 05:33
From: Paul Wood
Subject: Schedule Optimization

Hi Beth,
do your units work a rotation on fixed shifts like:

• week 1 early shifts
• week 2 mid shifts
• week 3 late shift ...

or do they just have a fixed week that they always work?

If the units already have a rotation of different shift types I'd start by adding some flexibility to the existing shifts, something like flexing the start time by +/- 2 hours.

Alternatively, you could create a new work plan with the 3 shift types and any flexibility you want to add and allow the Scheduler to best optimise which shifts are offered to which units.

------------------------------
Paul Wood
Genesys - Employees
------------------------------

Also, in another BU, they're wanting some split shifts.  Can't seem to make it work. Can't seem to find any guidance. Any guidance?  Again, thank you!

------------------------------
Beth O'Laughlin
Cox Automotive Corporate Services, LLC
------------------------------

Original Message:
Sent: 09-01-2021 05:33
From: Paul Wood
Subject: Schedule Optimization

Hi Beth,
do your units work a rotation on fixed shifts like:

• week 1 early shifts
• week 2 mid shifts
• week 3 late shift ...

or do they just have a fixed week that they always work?

If the units already have a rotation of different shift types I'd start by adding some flexibility to the existing shifts, something like flexing the start time by +/- 2 hours.

Alternatively, you could create a new work plan with the 3 shift types and any flexibility you want to add and allow the Scheduler to best optimise which shifts are offered to which units.

------------------------------
Paul Wood
Genesys - Employees
------------------------------

Hi Beth,

Genesys doesn't allow you to add more than one shift per day. We get around this by creating one long shift and inserting an "unpaid time off" activity code segment between the end of the first portion of the split shift and the beginning of the second portion of the split shift.

------------------------------
Paul Soulodre
Alberta Motor Association
------------------------------

Original Message:
Sent: 09-01-2021 14:36
From: Beth O'Laughlin
Subject: Schedule Optimization

Also, in another BU, they're wanting some split shifts.  Can't seem to make it work. Can't seem to find any guidance. Any guidance?  Again, thank you!

------------------------------
Beth O'Laughlin
Cox Automotive Corporate Services, LLC
------------------------------


Original Message:
Sent: 09-01-2021 05:33
From: Paul Wood
Subject: Schedule Optimization

Hi Beth,
do your units work a rotation on fixed shifts like:

• week 1 early shifts
• week 2 mid shifts
• week 3 late shift ...

or do they just have a fixed week that they always work?

If the units already have a rotation of different shift types I'd start by adding some flexibility to the existing shifts, something like flexing the start time by +/- 2 hours.

Alternatively, you could create a new work plan with the 3 shift types and any flexibility you want to add and allow the Scheduler to best optimise which shifts are offered to which units.

------------------------------
Paul Wood
Genesys - Employees

Thanks Paul!  That's what I did. I'll just keep watching to see if agents are negatively impacted.

Appreciate your guidance!

------------------------------
Beth O'Laughlin
Cox Automotive Corporate Services, LLC
------------------------------

Original Message:
Sent: 09-02-2021 11:02
From: Paul Soulodre
Subject: Schedule Optimization

Hi Beth,

Genesys doesn't allow you to add more than one shift per day. We get around this by creating one long shift and inserting an "unpaid time off" activity code segment between the end of the first portion of the split shift and the beginning of the second portion of the split shift.

------------------------------
Paul Soulodre
Alberta Motor Association
------------------------------


Original Message:
Sent: 09-01-2021 14:36
From: Beth O'Laughlin
Subject: Schedule Optimization

Also, in another BU, they're wanting some split shifts.  Can't seem to make it work. Can't seem to find any guidance. Any guidance?  Again, thank you!

------------------------------
Beth O'Laughlin
Cox Automotive Corporate Services, LLC


Original Message:
Sent: 09-01-2021 05:33
From: Paul Wood
Subject: Schedule Optimization

Hi Beth,
do your units work a rotation on fixed shifts like:

• week 1 early shifts
• week 2 mid shifts
• week 3 late shift ...

or do they just have a fixed week that they always work?

If the units already have a rotation of different shift types I'd start by adding some flexibility to the existing shifts, something like flexing the start time by +/- 2 hours.

Alternatively, you could create a new work plan with the 3 shift types and any flexibility you want to add and allow the Scheduler to best optimise which shifts are offered to which units.

------------------------------
Paul Wood
Genesys - Employees

Instead of unpaid time off, I would suggest using the Unavailable activity code. Utilizing time off might have unexpected consequences down the line - e.g., taking away from limits configured (when that feature is released).

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

Original Message:
Sent: 09-02-2021 12:48
From: Beth O'Laughlin
Subject: Schedule Optimization

Thanks Paul!  That's what I did. I'll just keep watching to see if agents are negatively impacted.

Appreciate your guidance!

------------------------------
Beth O'Laughlin
Cox Automotive Corporate Services, LLC
------------------------------


Original Message:
Sent: 09-02-2021 11:02
From: Paul Soulodre
Subject: Schedule Optimization

Hi Beth,

Genesys doesn't allow you to add more than one shift per day. We get around this by creating one long shift and inserting an "unpaid time off" activity code segment between the end of the first portion of the split shift and the beginning of the second portion of the split shift.

------------------------------
Paul Soulodre
Alberta Motor Association


Original Message:
Sent: 09-01-2021 14:36
From: Beth O'Laughlin
Subject: Schedule Optimization

Also, in another BU, they're wanting some split shifts.  Can't seem to make it work. Can't seem to find any guidance. Any guidance?  Again, thank you!

------------------------------
Beth O'Laughlin
Cox Automotive Corporate Services, LLC


Original Message:
Sent: 09-01-2021 05:33
From: Paul Wood
Subject: Schedule Optimization

Hi Beth,
do your units work a rotation on fixed shifts like:

• week 1 early shifts
• week 2 mid shifts
• week 3 late shift ...

or do they just have a fixed week that they always work?

If the units already have a rotation of different shift types I'd start by adding some flexibility to the existing shifts, something like flexing the start time by +/- 2 hours.

Alternatively, you could create a new work plan with the 3 shift types and any flexibility you want to add and allow the Scheduler to best optimise which shifts are offered to which units.

------------------------------
Paul Wood
Genesys - Employees