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  • 1.  WFM-Cofiguration scenari: how to change Agents between work plan rotations

    Posted 10-03-2022 08:12
    Hi everyone,

    We have some doubts related to WFM configuration and work plan rotations use that we are going to mention in different theads so as not mix them.

    First one, our Customer has this scenario in which each Agent has up to 3 different work plans during the year:
    • Two work plans for almost the whole year that also changes some activity codes every two weeks so we have 2 differente work plans
    • One different Work plan for August
    • One different work plan for a local festivity (one weeK). This work plan changes for every location that the Customer have around the country

    In order to configure this scenario, we have to distribute the year in different periods, so we have created 2 or 3 work plan rotations with different dates, but we have to change Agent's distribution from one work plan rotation to the other before the other work plan rotation starts and so on for the next year.
    Work plan rotations only have 20 positions so in some scenarios we need up to 3 work plan rotations.
    We also have to do this once or twice a year for almost 1000 Agents and be aware of the dates in order to change properly and before generating the corresponding new schedule.
    Is there another way to make an automatic configuration to simulate this scenario without changing Agents from one work plan rotation to the next one? It is a very hard task an take a lot of time, and maybe you have any idea how to make it easier or efficiently.

    To be more clear, for example we have to configure this for one region:

    From 01/01/2022 to 13/03/22
    1. Work Plan A-normal-B1
    2. Work Plan A-normal-B1
    3. Work Plan A-normal-B2
    4. Work Plan A-normal-B2

    From 14/03/2022 to 20/03/22
    1. Work Plan Festivity-B1

    From 20/03/22 to 01/08/22
    1. Work Plan A-normal-B1
    2. Work Plan A-normal-B1
    3. Work Plan A-normal-B2
    4. Work Plan A-normal-B2

    From 01/08/22 to 31/08/22
    1.Work Plan-August-B1
    2.Work Plan-August-B1
    3.Work Plan-August-B2
    4.Work Plan-August-B2
    5.Work Plan-August-B1

    From 01/09/22 to 31/12/22
    1. Work Plan A-normal-B1
    2. Work Plan A-normal-B1
    3. Work Plan A-normal-B2
    4. Work Plan A-normal-B2

    If yoy have any Idea or tip on how to configure it in the best way, we would appreciate it.

    Thanks in advance.
    Greetings,

    Laura.

    #PlatformAdministration

    ------------------------------
    Laura Cepeda
    Indra Sistemas S.A.
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  • 2.  RE: WFM-Cofiguration scenari: how to change Agents between work plan rotations

    Posted 10-06-2022 19:50
    Without looking at your actual system, my WFM guru and I agree that you are most likely configured correctly, but the problem is that random week that has no planning.  We would not include that in the rotation unless you can schedule a couple of weeks ahead of time, but then it would not be random, would it!

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: WFM-Cofiguration scenari: how to change Agents between work plan rotations

    Posted 10-14-2022 10:06
    Hi Robert,

    Thanks a lot for your recommendation and your answer. I think that both of you, Tim and you have the same advice not to include the special week in the work plan rotation and assign it to a static work plan.
    What I wanted to know was if there was a faster way to make changes between work plan rotations, but as Tim has said maybe it is better to change steps in the work plan rotation than change hundred of Agents between work plan rotations. I`ll consider both of your tips.

    Thank you.
    Greetings.

    Laura.

    ------------------------------
    Laura Cepeda
    Indra Sistemas S.A.
    ------------------------------



  • 4.  RE: WFM-Cofiguration scenari: how to change Agents between work plan rotations

    Posted 10-07-2022 15:38
    Hi Laura,

    Genesys looks for active Workplan Rotations, if it doesn't find one it then looks for static Work Plans.  If you generate schedules week by week, you add everyone to the static Festivity Work Plan and set an end date to the Work Plan Rotation to the week prior.  After generating the Festival week's schedule remove the end date from the Work Plan Rotation, the start date remains the same so your Rotations won't go out of Step..   This would allow you to use 4 step rotations through most of the year,

    Also, assuming the same pool of agents is moving from one Work Plan Rotation to the Special August Rotation schedule it may be easier to swap out the Work Plan Steps in the Work Plan Rotation, than going through the slog of moving hundred of agents between plans.

    ------------------------------
    Tim Dowdy
    Generac Power Systems, Inc.
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  • 5.  RE: WFM-Cofiguration scenari: how to change Agents between work plan rotations

    Posted 10-14-2022 09:59
    Hi Tim,

    Thanks a lot for your recommendations. I'll think about it and see if it is the best way to do it. I guess it can be, so i have to square up the dates of the calendar with dates of the schedule generation in such a way to avoid making as few changes as possible.

    Thanks for your help and knowledge.
    Greetings.

    Laura.

    ------------------------------
    Laura Cepeda
    Indra Sistemas S.A.
    ------------------------------