167 results found
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Optimise: Instead of just saying "624" shifts are optimised, it could say "624 shifts, 142 lunches, 47 tasks"
as its very difficult to see if anything has changed? or highlighting in the roster what has moved?
1 vote -
Maintain Consistent Shrinkage During Optimisation
Shrinkage applied at the workplan level should be taken into account when optimising for lunch and breaks. But instead it is ignored and safeguards that have been put in place to reduce impact to SLA are removed which is causing significant manual work.
0 votes -
Improved Minimum Thresholds on Roster Generation
Improve or enforce stricter rules around how long a task can be. Currently the generation will create tasks in the 15-30 minute range surrounded by other tasks. If we can enforce a task should be X amount of time at a minimum this will reduce manual work for adjusting these small tasks.
0 votes -
Remove option to run roster for more than 4 weeks
We have some existing customer who already run a 4 week roster but with smaller user numbers, running a 4 week roster is not great once you have more than 100 agents involved. We should restrict the current 'Frequency / Duration to generate roster in (Weeks)' drop down (which currently allows up to 8 weeks) to 2 weeks for all new site builds if that is possible.
0 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Roster Access Permissions by System Role rather than Business role
Could we consider switching the roster access permission to System role e.g. all admins can see this roster, could it be multi-select?
0 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Events: Calendar events must apply to all selected agents
It would be great to allow a calendar event to be rotated through a selected group of agents. At present you can only do an event rotation using the demand based events which can schedule around breaks and shrinkage tasks. Use case is that I need to create a calendar event for just one person per day for 4 hours but this is not possible as a calendar event cannot overwrite breaks and the schedule rules mean that breaks are added before events so the event a) does not work due to the fact that there is always a shrinkage…
0 votesThank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly
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Fixed rotation - By Workload and Shift template
Example: from Polygroup
Team A
Week 1 Phones/Email M,W,F and Back Office Tu,Th
Week 2 Phones/Email Tu,Th and Back Office M,W,F
Team B
Week 1 Phones/Email Tu,Th and Back Office M,W,F
Week 2 Phones/Email M,W,F and Back Office Tu,Th0 votes
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