Workforce Engagement Management

Dear community,

I would like to expose my customer situation and get your Workforce Management expertize insight.

Our customer is currently on Concurrent CX3 and would like to explore Workforce Management and especially Schedule Generation (they are used to leverage on excel with Weekly or Monthly schedule at most).

The main concern is around the fact that their entire teams members won't need to be logged in at once as each team has a maximum of concurrent licenses assigned ( Teams A has 25 agents but only 10 conccurent licenses assigned). Their teams works during standard business hours (M-F 8am - 6pm) and some staff have specific arragement (not working PM, off on Wednesday...). 

What would be the best approach to provide schedule and still offer schedule based on forecast and some flexibilty and optimization based on Genesys capabilities.
I was considering working with shifts. still offering some fexibility to agents and optimization of schedule for the manager. Also, we want to consider that any agent should be able to log in to access their schedule (as long as we are still within the fair usage allowed by Genesys - disregarding usage peaks shorter than 30 minutes in duration)

Thanks

Hugo

https://help.genesys.cloud/faqs/can-i-schedule-more-agents-than-assigned-to-concurrent-licenses/

Depends on your peak concurrent usage of CX3 features not how many agents are in the schedule.

Hi Jay 

Thanks for the info.

Would you be familiar with Workforce scheduling? Can we somehow limit the number of agent we could simultaneously schedule ?

Thanks

Hugo

Good Day Hugo

I would recommend having a look at the following article on resource center - https://help.genesys.cloud/articles/work-with-workforce-management-schedules/

You can create workplans and then assign agents to those specific workplans.  Creating a schedule with forecast will then utilize the agents in those specific workplans, dealing the the limit constraint.

Regards

Dear @Stephan Taljaard

Thanks a lot for your proposition, I will deep dive into it and keep you guys posted.

Regards

Hugo

@Roudy Merhej à mettre de coté!