Shirley,
Yes you are on the right track. Rotations 'glue' together a sequence of workplans for rotating assignment via the scheduling engine.
A couple of things you can do to test your outputs.
1. Work Plan Rotations link, there is a Preview button. That allows you to see the outputs of a rotation and who is assigned to each workplan for a period.
2. Generate a demo Schedule using Generate in a the Schedule View. Generate a schedule, run a 5 week schedule then open schedule view (agent) outputs of each agent's assigned schedule via the rotation.
A special note on using rotations: Rotations are considered first in the hierarchy of scheduling. 1. Rotations, 2. Workplans. So agents assigned to rotations will be given rotation shifts ahead of if they are also assigned to an individual workplan. Sometimes this can create some head-scratching moments if you're troubleshooting
why an agent got a certain schedule in a certain week. Check that there is or isn't a Rotation governing a specific agents shift assignments.
Thanks,
Chuck
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Chuck Swain
Genesys
WEM Leadership
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Original Message:
Sent: 06-08-2022 06:52
From: Shirley Harbers
Subject: Work Plans
Hi Tracy
Yes I did - I watched the webinar. So as a test I have created a workplan by agent name housed under separate management units by language. In that workplan I created 5 weeks rotation. So as the schedule comes in I edit the weeks as needed changing the day worked and time worked. I haven't been able to test yet as our cloud is not fully loaded with information. I am then assuming then when I can test I will choose the agents in that language group and indicate which week of those rotations I would start the schedule on. i.e. based on the 1st of the month. This is the only way I could see of doing it. One workplan per agent with a 5 week rotation.
On the right track?
thanks
Shirley
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Shirley Harbers
Alcatel-Lucent USA Inc.
Original Message:
Sent: 06-08-2022 05:38
From: Tracy Vickers
Subject: Work Plans
Have you looked at Work Plan Rotations? similar to the Rotating Pattern sin the Engage WFM.
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Tracy
Genesys
Original Message:
Sent: 06-07-2022 10:31
From: Shirley Harbers
Subject: Work Plans
Hi there
Was a great webinar for those examples. It did not really use my scenario in that one center (Warsaw) has fixed schedule of 5 weeks (work plan) and then changes each month to a different shift on a particular day. I will keep looking for webinars but they seem to gear themselves to flexible schedule with start times defined whereby ours are agent based and start times vary each day.
Shirley
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Shirley Harbers
Alcatel-Lucent USA Inc.
Original Message:
Sent: 06-07-2022 08:46
From: Tracy Vickers
Subject: Work Plans
Excellent :-) all of those will be of great use.
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Tracy
Genesys
Original Message:
Sent: 06-07-2022 08:39
From: Shirley Harbers
Subject: Work Plans
Ahhhh..........my friend you are the best!
Found it.
Shirley
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Shirley Harbers
Alcatel-Lucent USA Inc.
Original Message:
Sent: 06-07-2022 08:29
From: Tracy Vickers
Subject: Work Plans
Hi Shirley,
If you go into the Beyond and search 'Workforce' and filter on Genesys Cloud CX - you will get a list including the Work Plans webinar.
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Tracy
Genesys
Original Message:
Sent: 06-07-2022 08:19
From: Shirley Harbers
Subject: Work Plans
Hi Tracy
I can't locate the video? I am in Genesys Beyond and watching the short videos about WFM. I need something that focuses on scheduling and workplans and rotations. I have not found the information about my scenario where they are fixed schedules every month. Any other places I can look?
thanks so much
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Shirley Harbers
Alcatel-Lucent USA Inc.
Original Message:
Sent: 05-27-2022 09:28
From: Shirley Harbers
Subject: Work Plans
Thank you so much Tracy.
I got a wee bit sidelined with other stuff this week.
Will review them.
Shirley
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Shirley Harbers
Nokia
Original Message:
Sent: 05-24-2022 06:21
From: Tracy Vickers
Subject: Work Plans
Hi Shirley,
The webinar recording is housed on the Beyond Website - I believe you can view the recording if you are a Beyond Subscriber.
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Tracy
Genesys
Original Message:
Sent: 05-20-2022 12:36
From: Tracy Vickers
Subject: Work Plans
Let me check that out for you, Shirley
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Tracy
Genesys
Original Message:
Sent: 05-19-2022 16:49
From: Shirley Harbers
Subject: Work Plans
Thank you so much Annick - Unfortunately I missed it. Is there another one or can these be downloaded somehow?
Any help at all is greatly appreciated.
Shirley
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Shirley Harbers
Alcatel-Lucent USA Inc.
Original Message:
Sent: 05-19-2022 11:30
From: Annick Duffy
Subject: Work Plans
Shirley,
There is a great session running right now on Work Plans by our Beyond Education team, refer to the Event tab on the community. There will be a recording if you miss it but please check back on our events tab as there are many upcoming Demo sessions led by our WEM Innovation Leads being scheduled in the future.
Also refer to the Resource Center for more info: Work Plans Rotations
When: May 19, 2022 from 11:00 to 12:00 (ET)
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Annick Duffy
WEM Knowledge Hub Leader
Genesys.com
Original Message:
Sent: 05-19-2022 06:40
From: Shirley Harbers
Subject: Work Plans
Good morning everyone!
We are migrating from Engage to Cloud.
Currently in Engage we have one location that has language teams (DE, RU, IT, etc). On those teams we have from 8-12 agents. In total approximately 50 agents at this site. We currently have the agents on rotating patterns divided by teams. We also manually update the rotating pattern from information received from the site (spreadsheet). Each agent has various shifts throughout the month. We have a 5 week rotation. This will continue for now as we migrate to Cloud.
My question:
In Cloud I have the management units and under there have created language teams.
Do I now create a work plan for each agent? for Example under DE create a workplan with the agent name and then in there create a 5 week rotation and manually input the shifts? Then when creating the rotation I pick the week that we would start the schedule on? The following month when their shifts change then I just change the work plan based on new information?
Thanks again
Shirley Harbers
Operations Planning
GWC Nokia
#Scheduling
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Shirley Harbers
Alcatel-Lucent USA Inc.
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