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  • 1.  Attaching an activity code to the front/back of flexible schedules

    Posted 03-14-2023 09:55

    Is there a way to attach an activity code to the very beginning or very end of a shift if the shift is flexible? Figured out how to do it with fixed schedules (using relative to shift start), but for shifts where they are flexible, anywhere from 4-10 hours in a day depending on forecast volume, I have not? 

    Example: agents get 10 minutes of training time at the beginning of their shift and 5 minutes at the end.  Want to attach these 10/5 minute activities to the start and end of a flexible shift.  So no matter when they get scheduled to end, they get 5 minutes of training before. 


    #Genesys Cloud CX
    #Workforce Management

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: Attaching an activity code to the front/back of flexible schedules

    Posted 03-14-2023 10:42

    Hi Shelby,

    We had a similar situation whereby different shifts lengths had different break configurations (two 15 minute breaks for a 5 hour shift or 30 minute meal and one 15 minute break for a 6 hour shift. The solution offered to us was to create multiple shifts of varying lengths in the work plan. When generating schedules the scheduling engine will pick the best shift and any activity codes contained in that shift to address the forecasted volume.

    Regards



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    Paul Soulodre
    Alberta Motor Association
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    Original Message


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