Workforce Engagement Management

Hello,

I'm having some difficult setting up a workplan. I'm trying to setup a workplan that is flexible to cover the hours of M-F 7am-9pm and Sat/Sun 8am-9pm. I have multiple Management Units included that are all setup the same way. Once the schedules are generated all of the reps are working the same time of 8-4pm with none of the shifts being staggered at different times up to the last closing shift. Can anyone help me resolve the issue? Thanks in advance

Attachment(s)

Workplan Schedule Setup.docx   712 KB 1 version

Hi Kevin,

The work plan will organize users in shifts, forecast helped will distribute, for example, Break of users and/or other states between intervals then don't cause an impact on the Service Level.

If you don't use forecast, the users in the schedule had a default configuration to use in the work plan.

I see your .docx attached. If your team needs to start and end work at different times, you need separate users in different work plans.

Remember, Work plan you organize users between shifts.

Att,

If there is variability in the work plans and predicted staffing requirement that could benefit from variability, then I would expect variability. When we see identical shifts across many agents it usually points to one or both of the following: 1. those agents are incapable of handling any of the planning groups¹; 2. there is such a surplus where it always exceeds predicted requirement. Both of those will be noted post schedule generation and available by clicking on the corresponding schedule's Generation Results column's values.

If nothing obvious, I would recommend opening a support ticket so proper investigation can take place. 

¹ Agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group.