Genesys Cloud - Main

Hi there,

My company is in the process of moving from PureConnect over to Cloud CX. 

Our call center is a bit different from most - we have set schedules, we don't do rotations, and we have set lunches but unscheduled breaks. 

From the research I have done, it seems like I can't schedule each of our CSRs with what they actually work. I have to schedule for it to be "optimized" in CX. Or, utilize a work plan.

Is this correct? Is there a way to set up set schedules per agents in the new system? 

My first thought is to create a Work Plan for 8a-4:30pm shifts - but each CSR takes lunch at a different time so it would not be accurate. 

 

#Implementation
#Unsure/Other

------------------------------
Jacqueline Turner
New York Central Mutual Fire Insurance Co
------------------------------

Hi Jacqueline,

It may be an advantage to join and post your question on the WEM Community, there is a lot of useful information for Genesys Cloud WEM that may help you on your journey.

------------------------------
Tracy
Genesys
------------------------------

Original Message:
Sent: 08-23-2022 09:59
From: Jacqueline Turner
Subject: Setting up Set Schedules in CX

Hi there,

My company is in the process of moving from PureConnect over to Cloud CX.

Our call center is a bit different from most - we have set schedules, we don't do rotations, and we have set lunches but unscheduled breaks.

From the research I have done, it seems like I can't schedule each of our CSRs with what they actually work. I have to schedule for it to be "optimized" in CX. Or, utilize a work plan.

Is this correct? Is there a way to set up set schedules per agents in the new system?

My first thought is to create a Work Plan for 8a-4:30pm shifts - but each CSR takes lunch at a different time so it would not be accurate.



#Implementation
#Unsure/Other

------------------------------
Jacqueline Turner
New York Central Mutual Fire Insurance Co
------------------------------

Thank you for this suggestion. As a Newbie here, I appreciate any suggestions provided. =)

------------------------------
Jacqueline Turner
New York Central Mutual Fire Insurance Co
------------------------------

Original Message:
Sent: 08-23-2022 13:09
From: Tracy Vickers
Subject: Setting up Set Schedules in CX

Hi Jacqueline,

It may be an advantage to join and post your question on the WEM Community, there is a lot of useful information for Genesys Cloud WEM that may help you on your journey.

------------------------------
Tracy
Genesys

Original Message:
Sent: 08-23-2022 09:59
From: Jacqueline Turner
Subject: Setting up Set Schedules in CX

Hi there,

My company is in the process of moving from PureConnect over to Cloud CX.

Our call center is a bit different from most - we have set schedules, we don't do rotations, and we have set lunches but unscheduled breaks.

From the research I have done, it seems like I can't schedule each of our CSRs with what they actually work. I have to schedule for it to be "optimized" in CX. Or, utilize a work plan.

Is this correct? Is there a way to set up set schedules per agents in the new system?

My first thought is to create a Work Plan for 8a-4:30pm shifts - but each CSR takes lunch at a different time so it would not be accurate.



#Implementation
#Unsure/Other

------------------------------
Jacqueline Turner
New York Central Mutual Fire Insurance Co
------------------------------

My suggestion would be to create a workplan for each of the shifts, then allocate one agent to each workplan.

However, I can highly recommend using a workplan with variations in break times and allocate the agents to it and let the system vary the breaks to match your traffic flow as much as possible.

------------------------------
Andrew Doller
Aioi Nissay Dowa Insurance Australia Pty Ltd
------------------------------

Original Message:
Sent: 08-23-2022 09:59
From: Jacqueline Turner
Subject: Setting up Set Schedules in CX

Hi there,

My company is in the process of moving from PureConnect over to Cloud CX.

Our call center is a bit different from most - we have set schedules, we don't do rotations, and we have set lunches but unscheduled breaks.

From the research I have done, it seems like I can't schedule each of our CSRs with what they actually work. I have to schedule for it to be "optimized" in CX. Or, utilize a work plan.

Is this correct? Is there a way to set up set schedules per agents in the new system?

My first thought is to create a Work Plan for 8a-4:30pm shifts - but each CSR takes lunch at a different time so it would not be accurate.



#Implementation
#Unsure/Other

------------------------------
Jacqueline Turner
New York Central Mutual Fire Insurance Co
------------------------------

You can create a completely locked down work plan (fixed shift start, fixed shift length, fixed breaks, fixed meal) and not have any optimization (e.g., better matching resources to load across the schedule period).

We have a hard limit of 500 work plans per management unit. Every agent having their own unique work plan means a significant burden of managing (creation, updates) those versus getting some benefit of multiple agents in a smaller number of total work plans.

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

Original Message:
Sent: 08-23-2022 09:59
From: Jacqueline Turner
Subject: Setting up Set Schedules in CX

Hi there,

My company is in the process of moving from PureConnect over to Cloud CX.

Our call center is a bit different from most - we have set schedules, we don't do rotations, and we have set lunches but unscheduled breaks.

From the research I have done, it seems like I can't schedule each of our CSRs with what they actually work. I have to schedule for it to be "optimized" in CX. Or, utilize a work plan.

Is this correct? Is there a way to set up set schedules per agents in the new system?

My first thought is to create a Work Plan for 8a-4:30pm shifts - but each CSR takes lunch at a different time so it would not be accurate.



#Implementation
#Unsure/Other

------------------------------
Jacqueline Turner
New York Central Mutual Fire Insurance Co
------------------------------

Our contact center is a bit 'different' as well! We don't have any two agents who work the same schedule so we have each agent in their own work plan. As someone else mentioned, this does create a lot of work to manage but only if we are making changes. Once they are set up, it is fairly easy. We only have 20 agents at this time so that helps to rather than hundreds like some do! For the flexible breaks- you would have to have someone add in the break later otherwise it will effect the agents adherence for not being on queue when scheduled.

------------------------------
Cherri Lindquist
Company Nurse
------------------------------

Original Message:
Sent: 08-23-2022 09:59
From: Jacqueline Turner
Subject: Setting up Set Schedules in CX

Hi there,

My company is in the process of moving from PureConnect over to Cloud CX.

Our call center is a bit different from most - we have set schedules, we don't do rotations, and we have set lunches but unscheduled breaks.

From the research I have done, it seems like I can't schedule each of our CSRs with what they actually work. I have to schedule for it to be "optimized" in CX. Or, utilize a work plan.

Is this correct? Is there a way to set up set schedules per agents in the new system?

My first thought is to create a Work Plan for 8a-4:30pm shifts - but each CSR takes lunch at a different time so it would not be accurate.



#Implementation
#Unsure/Other

------------------------------
Jacqueline Turner
New York Central Mutual Fire Insurance Co
------------------------------

For flexible breaks we just have a lower adherence target, 90% adherence means in a 7.5 hour day agents can take 30 minutes a day for unscheduled breaks and still be over the target adherence.

------------------------------
Bruce Dunn
Department of Technology & Information
State of Delaware
------------------------------

Original Message:
Sent: 08-25-2022 09:30
From: Cherri Lindquist
Subject: Setting up Set Schedules in CX

Our contact center is a bit 'different' as well! We don't have any two agents who work the same schedule so we have each agent in their own work plan. As someone else mentioned, this does create a lot of work to manage but only if we are making changes. Once they are set up, it is fairly easy. We only have 20 agents at this time so that helps to rather than hundreds like some do! For the flexible breaks- you would have to have someone add in the break later otherwise it will effect the agents adherence for not being on queue when scheduled.

------------------------------
Cherri Lindquist
Company Nurse

Original Message:
Sent: 08-23-2022 09:59
From: Jacqueline Turner
Subject: Setting up Set Schedules in CX

Hi there,

My company is in the process of moving from PureConnect over to Cloud CX.

Our call center is a bit different from most - we have set schedules, we don't do rotations, and we have set lunches but unscheduled breaks.

From the research I have done, it seems like I can't schedule each of our CSRs with what they actually work. I have to schedule for it to be "optimized" in CX. Or, utilize a work plan.

Is this correct? Is there a way to set up set schedules per agents in the new system?

My first thought is to create a Work Plan for 8a-4:30pm shifts - but each CSR takes lunch at a different time so it would not be accurate.



#Implementation
#Unsure/Other

------------------------------
Jacqueline Turner
New York Central Mutual Fire Insurance Co
------------------------------