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.
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Paul Wood
Genesys - Employees
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Original Message:
Sent: 08-27-2021 10:40
From: Beth O'Laughlin
Subject: Schedule Optimization
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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