Workforce Management Contracts

[PFCCWA]

What working hours within the constraints tab of a contract need to be set when you have agents who work multiple shifts in a week.  Example below for agent1:
Mon 3 hours (5-8)
Tue 5 hours (3-8)
Weds 4 hours (4-8)

Agent2:
Monday 9.30-3 (5.5 hours)
Weds 9.30-3 (5.5 hours)
Thurs 9.30 - 2.30 (5 hours)

These hours have been set within the availability pattern tab but when creating a schedule scenario within the WFM Web Supervisor, the hours scheduled are incorrect for some days.  Agent2 is only scheduled for 5 hours shifts on Monday and Tuesday.  If a schedule scenario is created just for this agent, it works but not when doing so for all agents in the site.

If we add a rotating pattern to the agent, the shifts are correct whether we do it with other agents or not.  What standard daily and weekly working hours need to be set for each agent?

Thanks,
WA

[Steve]

Personally I like to create contracts that reflect the weeks work that each group of agents do, so for your agent 1 I would create -
a "PT_12_hrs_M-W" (or MTW) contract with Min, Max and Std daily hours set to 3, 5 and 4 and Min, Max and Std weekly hours all set to 12.

For agent 2 a "PT_12_hrs_M-Th" (or MTT?) contract with Min, Max and Std daily hours set to 5, 5.5 and 5.5 and Min, Max and Std  weekly hours all set to 16.

I would try to fit both of these into a single shift PT_M-F_9-8, but this would depend on what meals they took etc.

I would then create rotating patterns to fix the hours for each agent.

This is my solution, however in WFM there is no right answer. Someone else could rightly say use two rigid shifts and no rotations, which would give the same result in the end.

Steve

[Tefleon]

I would do very similar to Steve. 

The only difference would be a more generic contract.  Since all of the working rules are being controlled on the rotational pattern, then the contract and shift could be more generic and used for all part time agents for example.