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  • 1.  Static schedule start times

    Posted 02-27-2017 08:28
    No replies, thread closed.

    Hi all,

    In our contact centre our staff need to have a fixed start time for a full week. This poses 2 main issues in purecloud:

     

    1) There is no option to configure this (I've looked at minimum time between shifts, but I would also need a maximum, or the schedules just get progressively later through the week)

     

    2) The generated roster is optimised for each interval of each day separately, and the roster for a Monday, doesn't necessarily match or suit a Tuesday.  We need the schedule to be optimised across the week. Currently i'm generating a Monday schedule only since this is our busy day, and then manually replicating it across the rest of the week. Resulting in coverage gaps on other days.

     

    We dont mind what time staff work as long as it is within our open hours, is static start time through the week, and best meets the needs of the queues across the week. Is there a way to do this?

     



  • 2.  RE: Static schedule start times

    Posted 02-28-2017 18:37
    No replies, thread closed.

    Hi Heather,

     

    We will release a 'Maximum shift start time variance' work plan constraint by the end March as a feature enhancement.

     

    Until then you could narrow down the shift start window to some acceptable tolerance and if it still is not constrained enough, then utilize fixed shift start times with some manual re-assignment/constraint change on 1-week, 2-week, etc. rotation. That way you are allowing the scheduling engine to optimize schedules across the week.



  • 3.  RE: Static schedule start times

    Posted 12-20-2017 14:05
    No replies, thread closed.

    We released a maximum shift start time variance constraint this morning; apologies for the delay on original release assumption. The Resource Center has been updated with new and updated content regarding work plans and shifts:

    • https://help.mypurecloud.com/articles/set-up-the-work-plans-weekly-configuration/ - has information on the recently released maximum shift start time variance including a link to a specific article on that feature https://help.mypurecloud.com/articles/maximum-shift-start-time-variance/
    • https://help.mypurecloud.com/articles/about-work-plans/ - has one example about break and meal rules for variable length shifts and another example that shows how the scheduling engine will choose amongst shifts within a given work plan


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