Any recommendations on how best to administer Shift Bids within Genesys Cloud CX WFM?

#WorkforceManagement

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Chris Alwood
Director, WFM
NationsBenefits, LLC
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I don't believe Genesys Cloud CX WFM has a shift bidding functionality.  Here is what we did:

To Create the Shifts

• Assign all the agents with the Open Shift Bid workplan we created to be able to run a variety of shifts determined by Genesys based on a future forecast   (As soon as you are done and happy with the shifts after tweaking them, be sure to move your people back to their regular Workplans asap, in case they try and submit time off.  Best to do this part after hours)

To Create a Bid Form

• Export the Agent Shifts via the schedule set
• Create a Google Form

Since this was a Major Shift Bid (everyone must bid on a new shift), we actually hold in person meetings with each agent with each person having an appointment time in bidding order or they could just submit the form.

After that, we manually created the Work Plans and assigned them.

I am spelling out all the steps we had to do in the hopes that someone will say "Hey, you could have done this a much easier way with Genesys Cloud CX", that I just don't know about but from my understanding, shift bidding is one of the features this platform is currently lacking. 

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Gina Palmer
Manager, Workforce Management
Papa, Inc.

Original Message:
Sent: 04-12-2024 13:41
From: Chris Alwood
Subject: Shift Bidding In CX Cloud

Any recommendations on how best to administer Shift Bids within Genesys Cloud CX WFM?

#WorkforceManagement

------------------------------
Chris Alwood
Director, WFM
NationsBenefits, LLC
------------------------------

Any recommendations on how best to administer Shift Bids within Genesys Cloud CX WFM?

Hi Chris,

We are currently working on our Shift bidding functionality, Work Plan Bidding, which is set for release in August.

As we near the release date we will share more details and demos/walk-throughs of the new features.

You can also follow our progress in the Ideas Lab:

• Idea - WFMSCH-I-69
• Roadmap - Roadmap Page
  • select the Scheduling Workspace

The new Work Plan bidding feature will provide an end-to-end Administrator and User bidding process for users to rank their preferred Work Plans and have them allocated based on seniority or performance.

Paul

Any recommendations on how best to administer Shift Bids within Genesys Cloud CX WFM?

awesome, great to hear! Will there also be a way to generate different schedule/shift bid scenarios w/o using assigned Agent/Work Plans?

Hi Chris,

We are currently working on our Shift bidding functionality, Work Plan Bidding, which is set for release in August.

As we near the release date we will share more details and demos/walk-throughs of the new features.

You can also follow our progress in the Ideas Lab:

• Idea - WFMSCH-I-69
• Roadmap - Roadmap Page
  • select the Scheduling Workspace

The new Work Plan bidding feature will provide an end-to-end Administrator and User bidding process for users to rank their preferred Work Plans and have them allocated based on seniority or performance.

Paul

Any recommendations on how best to administer Shift Bids within Genesys Cloud CX WFM?

Yes, you will 🙂

With Schedules being generated at the BU level, you will be able to configure several bid groups, within a single bid, to cater for different MU's and Employee contract types. Anyone who is not part of a bid group will be scheduled based on their default/fixed Work Plan

awesome, great to hear! Will there also be a way to generate different schedule/shift bid scenarios w/o using assigned Agent/Work Plans?

Hi Chris,

We are currently working on our Shift bidding functionality, Work Plan Bidding, which is set for release in August.

As we near the release date we will share more details and demos/walk-throughs of the new features.

You can also follow our progress in the Ideas Lab:

• Idea - WFMSCH-I-69
• Roadmap - Roadmap Page
  • select the Scheduling Workspace

The new Work Plan bidding feature will provide an end-to-end Administrator and User bidding process for users to rank their preferred Work Plans and have them allocated based on seniority or performance.

Paul

Any recommendations on how best to administer Shift Bids within Genesys Cloud CX WFM?

But will we be able to create shifts for the bid without actual agents attached to them.   Like Open schedules that you then assign to agents after the fact. 

Also, when will Genesys be able to tell us "Here are how many shifts you need (which equates to heads) and the optimum shift times they should work?  That is what I really miss from other systems.  Is that part of this, as well?

Yes, you will 🙂

With Schedules being generated at the BU level, you will be able to configure several bid groups, within a single bid, to cater for different MU's and Employee contract types. Anyone who is not part of a bid group will be scheduled based on their default/fixed Work Plan

awesome, great to hear! Will there also be a way to generate different schedule/shift bid scenarios w/o using assigned Agent/Work Plans?

Hi Chris,

We are currently working on our Shift bidding functionality, Work Plan Bidding, which is set for release in August.

As we near the release date we will share more details and demos/walk-throughs of the new features.

You can also follow our progress in the Ideas Lab:

• Idea - WFMSCH-I-69
• Roadmap - Roadmap Page
  • select the Scheduling Workspace

The new Work Plan bidding feature will provide an end-to-end Administrator and User bidding process for users to rank their preferred Work Plans and have them allocated based on seniority or performance.

Paul

Any recommendations on how best to administer Shift Bids within Genesys Cloud CX WFM?

Yes, you will 🙂

With Schedules being generated at the BU level, you will be able to configure several bid groups, within a single bid, to cater for different MU's and Employee contract types. Anyone who is not part of a bid group will be scheduled based on their default/fixed Work Plan

awesome, great to hear! Will there also be a way to generate different schedule/shift bid scenarios w/o using assigned Agent/Work Plans?

Hi Chris,

We are currently working on our Shift bidding functionality, Work Plan Bidding, which is set for release in August.

As we near the release date we will share more details and demos/walk-throughs of the new features.

You can also follow our progress in the Ideas Lab:

• Idea - WFMSCH-I-69
• Roadmap - Roadmap Page
  • select the Scheduling Workspace

The new Work Plan bidding feature will provide an end-to-end Administrator and User bidding process for users to rank their preferred Work Plans and have them allocated based on seniority or performance.

Paul

Any recommendations on how best to administer Shift Bids within Genesys Cloud CX WFM?