Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam G on July 14, 2011, 07:29:24 AM

Title: WfM Adherence on Flexible Hours
Post by: Adam G on July 14, 2011, 07:29:24 AM

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

Title: Re: WfM Adherence on Flexible Hours
Post by: Tambo on July 14, 2011, 11:02:11 AM

Wow Tony,

let me work there  ;D 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

Title: Re: WfM Adherence on Flexible Hours
Post by: Adam G on July 14, 2011, 11:08:56 AM

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

Title: Re: WfM Adherence on Flexible Hours
Post by: Tambo on July 14, 2011, 11:57:36 AM

yes a business change is needed i think !!

although conformance to shift would work well in this instance

T