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  • 1.  WFM schedule

    Posted 03-31-2025 19:41
    Edited by Matt Lawson 05-02-2025 10:46

    Hello All, 

    Need some assistance from WFM experts,  I am trying to create a schedule for 16 staff working 2 to 3 days a week for 4 hours. I have added all 16 agents and i have created a work plan ,

    my work plan has staggered 4 hours shift with start time increment of 2 hours from 9:00 am to 3:00 pm. 

    when I create a weekly schedule all agents are rostered for Mon to Friday. Can someone advise how i can have only 2 or max of 3 agents scheduled in a day. whats missing in my configuration ?


    #Remote Work Enablement
    #Unsure/Other

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    Siddharth Desai
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  • 2.  RE: WFM schedule

    Posted 04-01-2025 16:01

    Hello Siddharth,

    I have moved your thread to our WEM Community. Hopefully one of the Community members will be able to answer you questions soon.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: WFM schedule

    Posted 04-02-2025 03:45

    Hi Siddharth

    I believe that your weekly paid time should actually be between 8 and 12 hours, but I don't think this will be causing a conflict based on the configuration I can see.

    You have said all your agents are rostered for Mon to Fri, but I assume they have the correct number of days across the 5 weekdays and are not being scheduled for all 5 - is that correct?

    The schedule generator will look at the forecast and the overall resource available and determine when these agents are needed most, so it sounds like the system might be deciding they are of more value on weekdays rather than weekends. I am not aware of any configuration that allows you to say you want a minimum of x agents scheduled per day within the work plan constraints.



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    Heather Henderson
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    Original Message


  • 4.  RE: WFM schedule

    Posted 04-03-2025 19:57

    Thank you @Heather Henderson. I am using a schedule without a forecast as this is a new team. wonder if i use a dummy forecast to manipulate the number of offered calls which can then only assign certain number of staff depending on the Offered calls. 

    I will give this a try and see if this works :)



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    Siddharth Desai
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    Original Message


  • 5.  RE: WFM schedule

    Posted 04-02-2025 04:35

    Hi Siddarth,

    As Heather mentioned, the Scheduling engine will see that there is a pool of 16 agents that can work anytime during the work plan and will utilise them as best as it can to meet service goals. At the moment, there is no way to cap the number of people scheduled per day/shift.

    Due to the number of shift variations and work plan constraints, it might be better to raise a ticket with the care team, and they will be able to help review your current configuration and suggest changes that can better support your desired outcome.

    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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    Original Message


  • 6.  RE: WFM schedule

    Posted 04-03-2025 19:59

    Thanks @Paul Wood, as advised in message to Heather i will try this with a dummy forecast to see how the engine schedule the number of agents 



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    Siddharth Desai
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    Original Message


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