Scheduling/Configuring Split Shifts on WFM

[pdavid]

I'm looking for some insight on split shits, I used the search button, but nothing came up.

Anywho here's the deal.

We have folks that work 5 hours early in the morning, and work 3 hours in the evening of the same day. So for example agent 1 works 9am - 2pm then again at 8pm - 11pm. What I've been doing is creating a contract that making them available from 9am - 11pm, and a daily manual input of an exception to cover the gap when they are not working. This is just becoming a bit tedious.

Can anyone share their 'shortcuts' around this so I can have it configured and spit out when building scenarios instead of having to manually edit every day.

Any help would be appreciated.

Oh by the way, we have WFM 7.1.200.08

[PeterJ]

Hi pdavid,

Have you considered configuring an unpaid break in the middle of 9am-11pm shift?

Will it work for you?

Peter

[pdavid]

Yes, I have that included, so when generating schedules I will have a break per work time frame, but what I'm trying to avoid is inputing an exception daily to cover the gap of time where they are not working.

[PeterJ]

Do you mind putting in exceptions manually every day or the problem is the exception itself?

What I've suggested is configuring unpaid break to fit your needs to split the shift into 2 parts. Breaks are schudeled automatically, no manual intervention is needed - it's like a lunch, just it takes 6 hours (2-8pm) in your case.

You will have a 9am - 11pm shift with unpaid break from 2-8pm. Breaks configuration is a part of shift configuration (Shift Items tab when you configure/edit a shift).

[pdavid]

Perhaps I wasn't clear.

I have the breaks, however WFM will not allow me to add 2 schedules in a day for an agent. So instead of a shift of 9-2, and another of 8-11, I have to create a schedule from 9am - 11pm. This is what I'm wondering is if there's anyway for split shifts to be scheduled - doing it the way I've resorted is more or less a back alley fix, because while it spits out what I want, but hours scheduled are incorrect, so in terms of adherence I have created a split shift exception that covers from 2pm - 8pm where the rules are from them to be in a logged out status.

2pm - 8pm exception is the issue, I'd like to avoid this and see if WFM can schedule split shifts accurately so from a reporting point, max paid hours are correct.

[PeterJ]

I can see your point. I can think about 2 possibilities here:

1. Try to create 2 shifts and assign it to properly configured contract (in terms of work days, min, max  hours etc.). No other shifts would be assigned. Try to create a schedule. Shifts will be either scheduled to meet all the contract properties or you will get a lot of warnings 

2. I was thinking about calendar, but it will probably not work. You are not able to grant 2 different shifts to the same agent per day, are you?

Just a note regarding an unpaid break. I configured it for one client and it works fine. Adherence is not an issue, as agents are gone home during 'split shift' break and the break is configured to adhere with 'LoggedOut' state.

It is compliant with Max. paid hours as well as the break is unpaid.

[pdavid]

Thanks, I'll look into it.

The adherence rules for 'break' is for them to log into a specific NR code, we use this to be able to audit break/lunch/training time when pulling reports, and ensuring they are following their scheduled activities.

[mark]

Create a new break in Scheduled State Groups with adherence for LoggedOff? Insert that into the shift.