Example: Create flexible shift events
Flexible shift Work period in WFM that has a definite length. events allow you to define multiple activity types Groups of similar activities not covered by the predefined activity types in Workforce Management (WFM). for the shift event Time period in WFM when employees are scheduled for specific activities, other than the main shift activity. Shift events can either be productive or unproductive, and can be associated with activities such as Phone, Email, Break and Lunch.. They also allow placing the shift event a minimum and maximum number of times during a shift.
Example: Create a flexible shift event with a minimum and maximum count
You want to create a shift event where employees receive customers at a front desk. Each employee has at least one hour of this activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. during a shift, and a maximum of four hours.
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Create a Flexible shift event called Customer Service.
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Set the Length of this shift event to 1:00 (one hour).
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Set the Minimum Count to 1 and the Maximum Count to 4.
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Based on these settings, the scheduling engine:
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Places between one and four one-hour blocks of the Customer Service shift event in any shifts to which the Customer Service shift event is linked.
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Determines the best number and the best placement of these shift events in the schedule.
These shift events can be next to each other. For example, one shift event is scheduled from 10:00-11:00 am, and another shift event is scheduled immediately afterward, from 11:00-noon.
Alternatively, the shift events are placed in different blocks in the schedule. For example, one shift event is scheduled from 10:00-11:00 am, and another shift event is scheduled from 2:00-3:00 pm.
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Example: Create a flexible shift event for an optional activity
You want to create a shift event for optional employee training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions., only if it does not affect your service level Set percentage of interactions in WFM that are handled in a defined unit of time..
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Create a Flexible shift event called Optional training.
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Set the Length of this shift event to 1:00 (one hour).
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Set the Minimum Count to 0 and the Maximum Count to 1.
The Minimum Count of zero allows the scheduling engine to treat the event as an optional activity. It only schedules the one-hour training session during a shift if the training does not affect the service level.