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  • 1.  Time Off Limit options

    Posted 01-27-2020 06:46
    No replies, thread closed.
    Hi Everyone

    Is there an option to set time off limits in hours rather than agents/% of agents? Or is there any way to group agents into full time and part time groups? (we used to have this set up on NICE IEX WFM and is better suited)

    Currently we have our Contact Centre set up as a site, and Teams within the site

    Hoping this is possible 

    Thanks
    Donna
    #Workforce Management

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    Donna Cockrell
    Northumbrian Water
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  • 2.  RE: Time Off Limit options

    Posted 01-28-2020 08:22
    No replies, thread closed.
    Donna, 

    What WFM solution are you currently using?

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    Chuck Swain
    Genesys
    Strategic Business Consultant
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  • 3.  RE: Time Off Limit options

    Posted 01-28-2020 08:29
    No replies, thread closed.
    On site Pure Engage WFM Version 8.5.214.14​

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    Donna Cockrell
    Northumbrian Water
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    Original Message


  • 4.  RE: Time Off Limit options

    Posted 01-28-2020 09:45
    No replies, thread closed.
    Hi Donna,

    As you can see the time off limits are set per # of agents or % of agents for a 15 minute time step.
    You can set them by Site, Activity and MSA and if the agents have Rotating Patterns it can be set that the hours taken are from their rotating pattern hours in the calendar, ​for e.g. Agent has anRP that works 9 - 5pm and Agent B work 10 - 2pm - the time off limit in this case would be 1 person 9am - 10am and 1 from 2pm - 5pm and 2 people from 10am - 2pm.
    If you don't have Rotating Patterns - you could set up Time Off Activities, that are solely used for agents to book TO, you set the Time Off Limits against these Activities, you could name them something like TO_Full Time and TO_Part Time - you would then assign these activities to the agents as applicable.

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    Tracy
    WFM Guru Manager
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    Original Message


  • 5.  RE: Time Off Limit options

    Posted 02-04-2020 12:05
    No replies, thread closed.
    Hi Donna,

    Did that help answer your question?

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    Tracy
    Genesys
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    Original Message


  • 6.  RE: Time Off Limit options

    Posted 02-05-2020 07:09
    No replies, thread closed.
    ​Hi, although this is not exactly how we would prefer to do the allocation it has provided an example of how it might work better for us.
    Thank you for your suggestion :)

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    Donna Cockrell
    Northumbrian Water
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    Original Message


  • 7.  RE: Time Off Limit options

    Posted 02-05-2020 07:16
    No replies, thread closed.
    Glad to help - if you do have a suggestion on how you would like to it work, you could your idea to the ideas poral that is monitored by Product Management and voted by peers
    https://pureengage.ideas.aha.io/portal_session/new

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    Tracy
    Genesys
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    Original Message


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