WfM Adherence on Flexible Hours

[Adam G]

Small problem - think it might be solved by "Business Process" - but, anyway...

Agents have the ability to "clock in" to work at any time - all they have to do is make sure that they complete 8 hours during the day.  Customer wants to apply Adherence from WfM which (usually) requires solid working hours - even when they are flexible.  Problem is that the Administrator cannot foresee or determine the start time for any staff.

Has anyone come across this before?  Is there a way to allow WfM to be more "flexible" around start times...?

Thanks!

TT

[Tambo]

Wow Tony,

let me work there  that's what you call flexi time !!

surely you need a shift in WFM to adhere to rather than WFM adhering to you ?!?

without manually manipulating the agents shifts every day in WFM how would this work?

maybe rather than working to adherance they should work to conformance to shift or productivity ?!?

Tambo

[Adam G]

Thanks T - exactly what I thought.... it is a little bit too "flexible", isn't it...?

That is why I suggested that it may be more to do with convincing someone to review the Business Process, than anything that could be achieved in WfM...

TT

[Tambo]

yes a business change is needed i think !!

although conformance to shift would work well in this instance

T