Workforce Engagement Management

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.



#Genesys Cloud CX
#Genesys Multicloud CX cloud
#Workforce Management
#ScheduleManagement

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Jacqueline Turner
New York Central Mutual Fire Insurance Co
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Welcome aboard Genesys Cloud Jacqueline

There are changes in design from PureConnect to Genesys Cloud. The workplan itself can be seen as a container of constraints around scheduling, its also the container for the shift pattern you want to consider for planning when building a schedule. You can design a workplan with only 1 legitimate answer for the shift. Lots of constraints. You can also create workplans that have 19200 daily combinations. Zero constraints. 

Our AI Scheduler will leverage these constraints to make decisions that optimizes outcomes around the service goals. If the system is given just a single pattern then the system does not process anything but that pattern. 

Workplans can be 1:many employees but they can also be 1:1 for employees depending on your exact requirements. If fixed lunches are a requirement you most likely will need to create copies of say the 8a-4:30p workplan where you are specific about when the lunch break needs to be, you can then apply employees either as individuals or as groups to that workplan.

Unless its a requirement to fix lunches I would recommend considering creating that window of time and using the daily staffing requirements to create the balance required. This would cut down the number of workplans created, admin overhead but also opens up the employees to a more flexible lunch pattern. Each environment has different considerations on what is ok/acceptable. 

We publish a guide here: https://help.mypurecloud.com/articles/create-a-work-plan/
If you have direct questions on how to configure let us know and we might be able to mock it up for you. 

Cheers

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Cameron Smith
VP, Product Management - Workforce Engagement Management
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