Workforce Engagement Management

Hi All

We're trying to get away from making manual changes to the schedule after generation. Currently we look at the adjusted difference with shrinkage row and try to ensure there are no 'exposed' intervals manually after schedule generation.

We have a CC in both the UK & US who answer the same contacts. We find that the schedule staffs the start of the US day (2pm below) heavily whilst the end of the day looks low staffed. I guess the question is why does it do this when our agents are flexible to start later - why does it not staff up later in the day where we look under? Any suggestions on how to fix this are greatly appreciated!

Thanks

Hi @Chandni Kara, 

Several factors and constraints are considered when generating a schedule. For this reason, I suggest raising a care ticket so that one of the team can help review your Work Plan configurations and Schedule Generation Parameters to identify the drivers of this scheduling outcome.

Paul