Workforce Engagement Management

Hi, 

I hope this is not too much for a trivia question but is there a way of adding a shift to an agent within a schedule that is based on the workplan configurations and not having to copy or rebuild activities each time.

So be able to select "assign shift" and select for instance Shift 1. It then auto populates the activities that were cofigured.

Hi Justin, 

I'm assuming that you are adding the new shift to the schedule via the schedule editor by "drawing" it in with On Queue time?

In this instance, no, you will also need to manually add the other shift activities to the schedule.

The best way to update a schedule based on the work plan is to run a reschedule. Here you can select the users that you want to reschedule and the elements of the shifts that you want to include. The schedule engines will then pick the optimal shift from the work plan and add it to the schedule. 

Hope this helps

Paul

Hi, 

I hope this is not too much for a trivia question but is there a way of adding a shift to an agent within a schedule that is based on the workplan configurations and not having to copy or rebuild activities each time.

So be able to select "assign shift" and select for instance Shift 1. It then auto populates the activities that were cofigured.

Thanks so much for the reply and clarification Paul. That is what I was doing in the schedule editor. Unfortunatley the service desks change the shifts so often and no real rotation so makes it a bit harder :)

Hi Justin, 

I'm assuming that you are adding the new shift to the schedule via the schedule editor by "drawing" it in with On Queue time?

In this instance, no, you will also need to manually add the other shift activities to the schedule.

The best way to update a schedule based on the work plan is to run a reschedule. Here you can select the users that you want to reschedule and the elements of the shifts that you want to include. The schedule engines will then pick the optimal shift from the work plan and add it to the schedule. 

Hope this helps

Paul

Hi, 

I hope this is not too much for a trivia question but is there a way of adding a shift to an agent within a schedule that is based on the workplan configurations and not having to copy or rebuild activities each time.

So be able to select "assign shift" and select for instance Shift 1. It then auto populates the activities that were cofigured.

if you haven't already taken a look at the ideas lab, there might be a suggestion that covers this or a similar use case. 
One that I am aware of is break and lunch templates for changing shift lengths

Thanks so much for the reply and clarification Paul. That is what I was doing in the schedule editor. Unfortunatley the service desks change the shifts so often and no real rotation so makes it a bit harder :)

Hi Justin, 

I'm assuming that you are adding the new shift to the schedule via the schedule editor by "drawing" it in with On Queue time?

In this instance, no, you will also need to manually add the other shift activities to the schedule.

The best way to update a schedule based on the work plan is to run a reschedule. Here you can select the users that you want to reschedule and the elements of the shifts that you want to include. The schedule engines will then pick the optimal shift from the work plan and add it to the schedule. 

Hope this helps

Paul

Hi, 

I hope this is not too much for a trivia question but is there a way of adding a shift to an agent within a schedule that is based on the workplan configurations and not having to copy or rebuild activities each time.

So be able to select "assign shift" and select for instance Shift 1. It then auto populates the activities that were cofigured.