Workforce Engagement Management

Happy Monday,

My organization has been testing out the possibility of improving our staffing group assignments. Currently, we assign staffing groups to their respective Management Unit (Staffing Groups: Office Hours, After Hours, and Weekends). To eliminate the need for limiting allocations across multiple staffing groups within their MU, we'd like to have multiple staffing units assigned to agents.

Does anyone have any thoughts about assigning agents to multiple Staffing Groups or other work arounds? An example below, I want to assign agent John to our "Office Hours" and "Weekend" staffing groups. Reason being is we would like to limit time off allocations based on Mon-Fri in our OH staffing groups and Sat-Sun in the WK staffing group.

Examples:

#TimeOff/HRIS

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Miguel Morales
Workforce Analyst
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I am not following the case of why multiple staffing groups would be necessary for the same agent. Today can you not define different time off limits for a single staffing group that differs, for example, on Mon-Fri versus Sat-Sun?

Changing agent staffing group assignments frequently/regularly will cause more issues than whatever you are trying to 'solve' (i.e., long-term staffing requirement).

Think of time off limits as a means to constrain time off to protect servicing planning groups. Across the week for the OH staffing group you could have different limits by day of the week. It doesn't really matter if John can work weekends and Jane never works weekends...you have to consider the broader set of agents across the week to make determination on time off limits that may be day specific.

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Jay Langsford
VP, R&D
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