Workforce Engagement Management

 View Only
Discussion Thread View
Expand all | Collapse all

Set schedules?

  • 1.  Set schedules?

    Posted 09-08-2022 08:39
    Hi -

    I'm struggling with scheduling. We just started using the scheduling component of Genesys back in May. Each time, I am manually building the schedule agent by agent; there has to be a better way to do this and I'm hoping someone can point me to the right resource to help. Background - each employee for one group in our contact center has a set schedule. So, no matter what the forecast calls for, each employee has a static start, stop, and break/lunch time.   In the other group, the staff has a three-week rotation - one rep has a static schedule; the other three rotate between an A, B and C schedule for the week.

    How can I do schedules more efficiently than adding each person's schedule manually? Thanks!
    #GenesysCloudCX
    #WorkforceEngagementManagement
    #WorkforceManagement
    #Scheduling
    #Other/NotSure

    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------


  • 2.  RE: Set schedules?

    GENESYS
    Posted 09-09-2022 06:25

    Hi Amber,

    using Work Plans and work Plan Rotations should reduce the manual work when creating a schedule.
    Work Plans contain all of the schedule parameters for a specific group of shifts, these can be as static or flexible as you need to match the employee contracts you have in place. 

    Work Plan Rotations can take up to 10 Work Plans to form a rotation where the assigned employees can start on different weeks of the cycle. Below are the Resource Center Articles that might help:

    work plans overview

    work plan rotations overview

    Paul



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------



  • 3.  RE: Set schedules?

    Posted 09-09-2022 08:59
    I was able to set up Work Plans and give each work plan the name of the agent that is assigned to it (for two of my business units) and then Schedule A, B and C for the other business unit. However, where I'm struggling is with the Work Plan Rotation. I'm reviewing the link you sent and it doesn't make sense how to use that feature. I tried creating one and it told me I was not using the right dates (it was trying to force me to start using next Monday). Is anyone able to help me understand this feature?

    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------



  • 4.  RE: Set schedules?

    Posted 09-09-2022 09:34
    Hello Amber!
    I also use work plan rotations and remember that it was confusing when they first released the feature. My team only rotates every other week schedules, your seems a bit more complicated but it should still be able to do it. You do have to choose a 'start date' which is the beginning of a given work week. I just double checked my view and I can select any day I want but it has to start 'on a Sunday' since that is when our work week starts.


    I build out my rotating work plans to follow whatever schedule they are currently working. One example below:
    This agent works different times on different days, and rotates weekends. You should be able to set yours up to have the static, and consistent rotation of A, B, C that you mentioned - so 4 work plans and then add those plans into the rotation in whatever order you want them to start.


    ------------------------------
    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse
    clindquist@companynurse.com
    ------------------------------



  • 5.  RE: Set schedules?

    GENESYS
    Posted 09-09-2022 10:01
    Edited by Chuck Swain 09-09-2022 10:04
    Amber,

    The work plan / rotation can be a mind bender sometimes.

    Work plan rotations is a way to 'connect' several work plans to be scheduled in that sequence.  Essentially the rotation becomes the work plan(s) the scheduling process will follow.  The start date is simply when you want the rotation to start and you can also set an end, which if you choose no end it will create schedules ad infinitum.

    The Work Plan rotation will always be considered first when scheduling. So an agent that has a rotation and a work plan, scheduling engine will always look at the rotation for that agent and ignore their assigned work plan.

    Rotations are setup this way:
    First click Edit to manage (Add) the Workplans in order. A, B, C.

    For the week starting: 9/12.  The Work Plan Rotation will follow this pattern: 9/12 "A" -->  9/19 "B" --> 9/26 "C" -->  10/3 "A"

    Click Agent Tab, pick agent then pick the starting position (workplan) for that agent.
    Chuck = A
    Mark = B
    Annick = C
    etc.


    Previewing the rotation:

    This view shows based on the start date picked, which work plan the schedule engine will use to build that weeks schedule.




    I hopeful this has helped.

    Chuck

    ------------------------------
    Chuck Swain
    Genesys
    WEM Leadership
    ------------------------------



  • 6.  RE: Set schedules?

    Posted 09-09-2022 10:14
    Oh, this is all so hard to wrap my head around. So here's the situation.

    Team 1 - All reps have a set schedule. Do I even need a work plan rotation or can I just use the Work Plans - where I created an entry for each rep's set schedule?
    Team 2 - All reps have a set schedule. Do I even need a work plan rotation or can I just use the Work Plans - where I created an entry for each rep's set schedule?
    Team 3 - One rep has a set schedule, the other three reps rotate A, B and C weeks. BUT if someone is out on vacation at all, there's a different start and end time for the remaining people.  Essentially, this is what I have...I created two work plans - one for Vickie and one that encompasses the 8 other variants. I am stuck from that point to set up the rotation,....the instructions don't make sense to me.


    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------



  • 7.  RE: Set schedules?

    GENESYS
    Posted 09-09-2022 11:50
    Amber,

    It's ok, good follow up questions.

    Team 1 and Team 2 do not need rotations. Assign them to their set workplans which might look something like this.


    Team 3

    Assign Vickie to a set workplan 8am to 2pm.

    Create a workplan for the following schedules to setup your 3 week rotation.  ** I did noticed some variability with beginning and end time above. You'll need to manually adjust those when finalizing schedules.  A workplan rotation cannot account for that variability.  The rotation would be a fixed sequence of workplans. You will need many more workplans to create a your rotations as below.

    Rotation 1 Example:
    1A - 7:45 - 5
    1B - 8:45 - 6
    1C - 8:45 - 6

    Rotation 2 Example:
    2A - 7:45 - 5:30
    2B- 8:30 - 6

    Rotation 3 Example:
    3A - 7:45 - 5:15
    3B - 8:00 - 5:30
    3C - 8:30 - 6

    Chuck

    ------------------------------
    Chuck Swain
    Genesys
    WEM Leadership
    ------------------------------



  • 8.  RE: Set schedules?

    Posted 09-28-2022 11:41
    So we have work plans created - I have one work plan that has 8 different options in it. The agents are assigned to the work plan. How do I get the appropriate option tied to the right agent and get it on the actual schedule? Is anyone willing to jump on a call with me and help me figure out what I'm doing wrong? None of this makes sense! Thanks!

    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------



  • 9.  RE: Set schedules?

    GENESYS
    Posted 09-28-2022 16:20

    Is there any way you could send a few screenshots of your Work Plans and where you feel you're having trouble? A picture is always worth a thousand words as you know.  I think we can arrange some time together on a call or zoom to discuss your objective and how things are currently configured.

     

    Thanks,

    Chuck

     






  • 10.  RE: Set schedules?

    Posted 09-28-2022 18:03
    Here's one....each shift under the work plan is named for a rep - because that's their set schedule. I have all the reps added to the work plan. I don't know how to assign the actual shift in the work plan to the rep on the schedule. This is how 2 of my 3 teams operate. The third team has one person with a set schedule and then the other three rotate a, b, c weeks.


    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------



  • 11.  RE: Set schedules?
    Best Answer

    GENESYS
    Posted 09-29-2022 05:43

    Hi Amber,
    when creating a Work Plan as you have in the screenshot you are providing the different permutations you want the scheduling engine to use. The Schedule engine will see each shift as an option and use those options to generate the optimal schedule to meet Service Goals. this could result in everyone working the same pattern or a different shift type every day.

    If you specifically want each shift to be a specific schedule then you'll need to break the different shift types out into their own Work Plans. 

    This will result in Beth, Chris and Fritz Work Plans, if the team then rotate each week we can create a Work Plan Rotation using the Beth, Chris and Fritz Work Plans and assign members of the team to their starting Work Plan and Date. The scheduling engine will then rotate them through the pattern and ensure they receive the correct shift type each week.



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------



  • 12.  RE: Set schedules?

    GENESYS
    Posted 09-29-2022 06:47

    To go along with Paul's first paragraph I would suggest looking at the two expandable sections on the following article: https://help.mypurecloud.com/articles/work-plans-overview/ - the second one in particular.

    Also a reminder to everyone that we should not be exposing personal identifiable information (e.g., screenshots with employee names) in Community.



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