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  • 1.  Schedules

    Posted 06-19-2018 13:10
    No replies, thread closed.
    In Workforce Management...... when building agent schedules. Are you able to build more than 1 week out? I am unable to build any agent schedule more than 1 week out.

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    Jerod Bulin
    Lone Star Circle of Care
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  • 2.  RE: Schedules

    Posted 06-22-2018 12:51
    No replies, thread closed.

    You can schedule for any week +/- 26 weeks from the current week. Currently we only support week-level forecasting and scheduling (8d to account for late shifts the 7th day).

    Multi-week scheduling (e.g., having a schedule/roster period be 4-weeks long versus 1-week long) is a captured/future roadmap item.



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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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    Original Message


  • 3.  RE: Schedules

    Posted 07-31-2018 08:18
    No replies, thread closed.
    Hey Jay,

    We are 

    We are able to import a forecast up to 26 weeks from the current week into the future but when I try to generate a schedule from this forecasted week , there is no forecast to select. It says "No data available" in the select forecast box.  Is this what you are referring to in your reply?

    We were hoping to generate to get an idea of how many agents the scheduler advises.

    Can you advise what is the best way we can load past call data for our go live?


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    Melissa Callender

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    Original Message


  • 4.  RE: Schedules

    Posted 07-31-2018 14:54
    No replies, thread closed.

    You should be able to generate a schedule +/- 26 weeks. There is a bug in the user interface that isn't allowing you to select - actually it is because the date is on the other side of a daylight saving time transition. It will be resolved later this week.

    You can utilize some other means to forecast outside of the system and import final forecast via csv format to create a short-term forecast. You can also, per forecast day, import csv data.

    As far as importing a significant amount of data, we don't support that within WFM or Analytics.

    Generally a platform change means changes in routing design (queues, media types, languages, skills), routing behaviors, service performance goals, etc. that invalidates or at least lessens the value of the old data.



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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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    Original Message


  • 5.  RE: Schedules

    Posted 08-01-2018 01:23
    No replies, thread closed.
    <g class="gr_ gr_45 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="45" data-gr-id="45">Question is</g> there a way for agents to see their schedule on devices or via an app? if so can you link info on it? 

    Many <g class="gr_ gr_112 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="112" data-gr-id="112">thanks</g> Jason

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    Jason Pratt
    Noosa Shire Council
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    Original Message


  • 6.  RE: Schedules

    Posted 08-02-2018 15:30
    No replies, thread closed.
    Currently agents can view their schedule via PureCloud desktop and web app. A mobile client app that allows an agent to view their schedule, view/submit time off requests, etc. is a captured future roadmap item - I can't comment at the moment as to timeframes for that.

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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    Original Message


  • 7.  RE: Schedules

    Posted 01-09-2020 03:31
    No replies, thread closed.
    Hey Jay,

    When will this feature "Multi-week scheduling" be delivered ?

    Or will be implemented using the "PureConnect AI-Powered WFM" feature ?

    We must be able to provide this feature to one of our most important customer, otherwise the customer will maybe change the PureConnect product to another product.

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    Gérald Rossier
    SPIE ICS AG
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    Original Message


  • 8.  RE: Schedules

    Posted 01-09-2020 08:37
    No replies, thread closed.
    Multi-week forecasting and scheduling for PureCloud (2-6 concurrent weeks) is currently in development and tentatively targeted for release by mid Q2 2020.

    https://purecloud.ideas.aha.io/ideas/CLWFO-I-227
    https://purecloud.ideas.aha.io/ideas/CLWFO-I-13

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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    Original Message


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