Workforce Engagement Management

Hi, 

if agents workplans are the same, planning groups the same, how does the schedule engine choose shifts so that the other has more variability and the other does not? 

Increased randomization is active, agents are on workplan with fleixble start times etc. 
I understand, sometimes static shifts just happen, but from agent point of view, someone is getting a better deal, by having similar shifts all week. 

Manual adjustments will teach the engine to increase differences, but that will take some time. 
Anything else that can be done to prevent this kind of scheduling? 

 

#Scheduling

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Viivi Tiainen
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Hi Viivi, 

The initial shift allocation is random based on the complex schedule simulation model used to generate shifts/schedules..

When using "increased randomisation", the schedule engine will look to create a different combination of shifts, where possible, for the user when compared to the previous or surrounding Schedules. This option doesn't create more random shift patterns within the same schedule.

We are currently working on the idea https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-125, which will enable the Administrator to add a minimum and maximum number of times a specific shift can be assigned to the user during the planning period. This might be something that you could use to ensure that everyone receives a similar number of "early shifts", "day shifts" or "evening shifts", for example.

Paul  

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Hi Paul! 

Thank you for you answer and sharing the idea, that will certainly help with the fairness side of it! 

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Viivi Tiainen
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Original Message:
Sent: 04-30-2025 10:24
From: Paul Wood
Subject: Schedule variability / Randomess

Hi Viivi, 

The initial shift allocation is random based on the complex schedule simulation model used to generate shifts/schedules..

When using "increased randomisation", the schedule engine will look to create a different combination of shifts, where possible, for the user when compared to the previous or surrounding Schedules. This option doesn't create more random shift patterns within the same schedule.

We are currently working on the idea https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-125, which will enable the Administrator to add a minimum and maximum number of times a specific shift can be assigned to the user during the planning period. This might be something that you could use to ensure that everyone receives a similar number of "early shifts", "day shifts" or "evening shifts", for example.

Paul  

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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